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SPRINGFIELD, Mass., July 7, 2011 -- MassMutual Retirement Services always has a focus on continuous improvement. To obtain valuable data on customer service performance directly from the source, retirement plan participants who contacted MassMutual's call center during May were asked to participate in a short telephone survey conducted by Service Quality Measurement (SQM) Group of British Columbia, Canada.

The Retirement Services call center has plenty to be proud of, achieving top quartile rankings in each of SQM Group's 10 key performance indicators. Moreover, the call center outperformed the Financial Wealth and Call Center industry average in each of the 10 categories.

"These customer survey results are tremendous and put MassMutual in the World Class category of call centers. SQM Group benchmarks over 450 leading international call centers on an annual basis and no more than 5% of the organizations we work with are able to deliver World Class results -- so there is much to be proud of here," states Julie Shields, Client Advocacy Manager, SQM Group.

In the category of World Class Calls, MassMutual Retirement Services' call center ranked higher than the Average World Class Call Center, with 85% of customers surveyed indicating they were very satisfied with their overall experience and with the representative who handled their call.

"The customer service representative customer satisfaction (CSR Csat) score provided by SQM Group reflects directly on the quality of representatives we have assisting our customers," states Mike McKenzie, corporate vice president of Retirement Services Operations. An impressive 93% of customers were very satisfied with the representative who handled their call.

"I am extremely pleased with the results of the survey. This is added proof of the importance of a culture of service excellence and dedication to continuous improvement," states Elaine Sarsynski, executive vice president of MassMutual's Retirement Services Division and chairman and CEO of MassMutual International LLC.

Posted by veronica Silva Cusi, news correspondent
Source: http://www.prnewswire.com

About MassMutual:
Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company 19s strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.