The Hartford’s small business contact center operations have been recognized for customer service excellence with its live phone channel for a third consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by The Hartford’s small business contact center operations to provide an outstanding customer service experience.
“We are honored to earn the J.D. Power certification for our small business call centers for the third consecutive year,” said Stephanie Bush, senior vice president of Small Commercial insurance at The Hartford. “Together with our agents, we serve the insurance and protection needs of more than one million small business owners. This certification reinforces The Hartford’s commitment to help small business owners prevail when the unexpected happens.”
To become certified, the contact 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 contact centers in Charlotte, North Carolina; New Hartford, New York; and San Antonio, Texas.
“We are very pleased to recognize and congratulate The Hartford’s Small Business team for providing an ‘Outstanding Customer Service Experience’ in earning certification for three consecutive years,” stated J.D. Power.
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s 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. In addition to the above evaluation criteria, experiences with the automated phone system are evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts and ease of understanding the phone menu instructions.
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Contact Center Program —formerly called the Certified Call Center Program—certifies the live phone channel; the IVR self-service channel; and the Web self-service channel.
For more information on the Certified Contact Center Program, please visit JDPower.com.
About The Hartford
With more than 200 years of expertise, The Hartford (NYSE: HIG) is a leader in property and casualty insurance, group benefits and mutual funds. The company is widely recognized for its service excellence, sustainability practices, trust and integrity. More information on the company and its financial performance is available at www.thehartford.com. Join us on Facebook at www.facebook.com/TheHartford. Follow us on Twitter at www.twitter.com/TheHartford.
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