The Hartford’s small business insurance contact center operations has been recognized for customer service excellence with its live phone channel for a fourth 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 proud to again be recognized by J.D. Power for delivering outstanding service to our customers,” said Stephanie Bush, executive vice president of Small Commercial Insurance at The Hartford. “Even a small interruption can have a big impact on a small business. We work to create the best customer experience for our more than one million small business customers so that they can remain focused on their business.”
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, N.C.; New Hartford, N.Y.; and San Antonio, Tex.
According to J.D. Power, “The Hartford Small Commercial team has earned their fourth consecutive live phone channel certification, which once again demonstrates their commitment to their customer’s satisfaction. Congratulations to the entire Small Commercial customer care team at The Hartford for this outstanding achievement.”
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 Call Center Program is now called the Certified Contact Center Program, which 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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