The Service Quality Measurement Group Inc. (SQM) recognized Jackson National Life Insurance Co. as a World Class customer service provider in its latest benchmarking study of North American contact centers.
Jackson says the 2010 award marks the sixth time the company has received both the World Class designation in Call Center customer satisfaction and the “Highest Customer Satisfaction by Industry” award, having the highest rate of customer satisfaction in the financial services industry.
Call Center World Class status is described as being when 75% or higher of the calls are at the world-class level for six months or more, with SQM’s world-class call criteria based on the customer’s call being resolved, and the customer rating his experience as “very satisfied” with both a company’s call center and the telephone service representative who took the call.
Jackson says that this year, it received the highest rating from 86% of the survey’s participants, compared to the financial industry average of 73%. Jackson’s service representatives were able to resolve 83% of issues in one call, which is significantly higher than the average financial services company’s 72% resolution rate, says Jackson.
Furthermore, Jackson says survey participants were “very satisfied” with their experience with a Jackson telephone service representative 92% of the time, compared to the financial services industry average of 79%.
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