News : Guardian Recognized by J.D. Power and Associates
NEW YORK, May 3, 2012 -- The Guardian Life Insurance Company of America (Guardian) announced today that its wholly owned subsidiary, The Guardian Insurance & Annuity Company, Inc. (GIAC), which issues annuities and variable life insurance policies and funding vehicles for 401(k)s, has been recognized with the J.D. Power and Associates Call Center Certification. The award acknowledges the call center performance of GIAC's Guardian Retirement Solutions unit, which earned the same JD Power certification in 2011.
"We are honored to receive the J.D. Power Call Center Certification for the second consecutive year which demonstrates Guardian Retirement Solutions' commitment to consistently provide superior service to all of our customers," said Michael Cefole, Senior Vice President, Guardian Retirement Solutions.
The J.D. Power and Associates Call Center Certification Program allows companies to identify and focus on critical areas of customer satisfaction by utilizing best practices that are aligned with customer needs. Eligible call centers are measured for effectiveness in the following areas: recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Guardian clients who recently contacted its contact centers.
"In achieving certification, Guardian Retirement Solutions has demonstrated its commitment to deliver outstanding service to customers contacting its call center," said J.D. Power and Associates. "Customer service representatives perform particularly well in being courteous and knowledgeable, as well as in resolving problems, questions or requests in a timely manner."
"Guardian is consistently focused on our customers, a must in the service-based work we do," said Kim Flemm, Vice President and Head of Operations, Guardian Retirement Solutions. "This certification from J.D. Power and Associates for the second consecutive year reasserts the commitment we have to that consistency, not only in the quality of products we offer but the services we offer to customers and the value our representatives put on the customer experience."
Posted by Veronica Silva Cusi, news correspondent
A mutual insurer founded in 1860, The Guardian Life Insurance Company of America and its subsidiaries are committed to protecting individuals, business owners and their employees with life insurance, disability income insurance, dental insurance products, and offer funding vehicles for 401(k) plans, annuities and other financial products. Guardian operates one of the largest dental networks in the United States, and protects more than six million employees and their families at 115,000 companies.
About J.D. Power and Associates:
Established in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
Published: Friday, May 04, 2012
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