WESTLAKE VILLAGE, Calif.: 24 July 2013 — The Hartford has been recognized for customer satisfaction excellence for a second consecutive year for its small business insurance call center operations under the J.D. Power Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by The Hartford's Small Business call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of The Hartford's customers who recently contacted its call centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex.
"Congratulations to The Hartford Small Business team for demonstrating a commitment to providing an outstanding customer experience by achieving certification for two years in a row," said Mark Miller, senior director at J.D. Power.
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power ' cross-industry customer satisfaction research. The evaluation criteria include the customer service representative's courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
"We are pleased to receive the J.D. Power Certification award for a second consecutive year," said Ray Sprague, senior vice president of Small Commercial insurance at The Hartford. "The Hartford is committed to delivering the best value to the more than one million business owners that we and our agents serve and this certification recognizes our efforts to provide a superior experience."
The Call Center Certification Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
For more information on the Call Center Certification Program, please visit JDPower.com.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw-Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.
Media Relations Contacts:
John Tews; Troy, Mich.; (248) 680-6218; [email protected]
Heather Serignese; The Hartford; (860) 547-3301; [email protected]
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power. www.jdpower.com/corporate
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