Liberty Mutual Insurance's service call centers have once again earned honors for call center customer service excellence under the J.D. Power and Associates’ Certified Call Center Program.
The nation's eighth-largest provider of auto and home insurance, Liberty Mutual is one of a select number of property/casualty insurers to have its service call centers certified for providing "An Outstanding Customer Service Experience" under the program.
Liberty Mutual's customer service reps process more than 12.6 million calls from auto and home insurance customers countrywide each year, ranging from policy updates and changes to questions about insurance products and coverage. This includes 6.5 million calls handled by nearly 1,000 employees in Liberty Mutual's five personal lines call center operations – Phoenix, Tampa, Fla., Mishawaka, Ind., New Castle, Pa., and Springfield, Mass. – and approximately 6.1 million service calls handled by nearly 1,300 employees in more than 350 local offices in the U.S.
To receive the certification, Liberty Mutual passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities, reports J.D. Power and Associates.
A random survey of callers who recently contacted the Liberty Mutual call centers was included in the audit. Call centers must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research. Among the results, customers gave Liberty Mutual high scores for representatives' courtesy, knowledge, concern, timeliness in resolving a problem or question, and overall service.
"This prestigious honor demonstrates that 'customer service excellence' is more than a Liberty Mutual business goal, it's a daily operational reality," said Tim Sweeney, Liberty Mutual Insurance president, Personal Markets. "In an intensely competitive industry, our success largely depends on delighting our customers, and each day our call center professionals live up to that responsibility."
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