21st Century Insurance, a California-based insurance company, has received recognition for “call center operation customer satisfaction excellence” from the J.D. Power and Associates Call Center Certification Program for the fifth consecutive year.
To become certified under the program, 21st Century Insurance had to pass a detailed audit of more than 100 elements comprising the call center’s customer satisfaction measurement, including recruiting, analysis, employee incentives and quality assurance. As well, J.D. Power and Associates conducted a random survey of the insurer’s customers who recently used the call centers.
Mark Miller, senior director of the global contact center practice at J.D. Power and Associates, spoke on behalf of his company, saying, “In achieving certification for a fifth consecutive year, 21st Century Insurance has demonstrated its commitment to provide customers with an outstanding customer experience.” He added, “Call center representatives receive notable high ratings for their courtesy and knowledge.”
Speaking for 21st Century Insurance, Karen Alejnikov, senior vice president of operations, said, “On a daily basis, our service team exemplifies what it means to deliver an outstanding customer service experience. This fifth consecutive certification from J.D. Power and Associates demonstrates our commitment to provide each and every customer individualized attention and assistance.”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004.