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Executive Interview : GOLD Award winners 2015 - Interview With Vera Austin from MassMutual
Can you tell us about the company you work for, the center you work in and your role?
Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policy owners. 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 policy owners consistently 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’s strong and growing network of financial professionals helps clients make good financial decisions for the long term. I am a call center director in our Memphis office where we handle calls from participants that have retirement plans through their employer.
Which Top Ranking Performer Award did you enter and why did you choose it in the first place?
I chose best contact center because MassMutual has a long standing history of commitment to their customers. I wanted to share some best practices as to how we work to continue to create a top level customer experience.
You won one GOLD medal - how do you feel about being a champion?
I’m extremely honored that the passion I have inside for our customers was successfully communicated to my peers in the industry through my presentation.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
I do have an extreme sense of pride that I work for a company that not only allowed me to participate in this competition but supported me every step of the way.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
My company uses winning at ContactCenterWorld as a means of showing customer satisfaction to potential new clients and existing ones.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
I would say that attendance is essential for companies that are looking to improve their customer's experience. The best practices shared at this conference are priceless.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
I would say that attendance is essential for companies that are looking to improve their customers’ experience. The best practices shared at this conference are priceless.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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More Editorial From MassMutual
Founded in 1851, MassMutual is a 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's 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.
Published: Tuesday, August 11, 2015