News : MetLife’s Retirement & Income Solutions Customer Solutions Center Receives J.D. Power Certification
New York, NY, USA, July, 2017 -- MetLife’s Retirement & Income Solutions Customer Solutions Center team has been recognized for the second consecutive year by J.D. Power for providing "An Outstanding Customer Service Experience" for the Live Phone Channel. MetLife’s Retirement & Income Solutions business is among a select few institutional retirement providers that have received this certification.
"At MetLife, customer centricity is a business imperative and this recognition underscores our commitment to service excellence," says Robin Lenna, executive vice president and head of Retirement & Income Solutions, MetLife. "We have dedicated significant resources to make it easier for our customers to do business with us and receiving this honor for two consecutive years highlights the results of these efforts."
"Receiving this prestigious designation once again underscores MetLife’s long-term focus on putting customers first and our service consultants’ deep, consistent commitment to delivering a differentiated service experience," says Kristine Poznanski, senior vice president and head of the Customer Solutions Center, MetLife. "We are focused on continually enhancing our service experience, and transforming it through our ongoing investments in our people and technology."
The J.D. Power Certified Contact Center ProgramSM measures eligible call centers for effectiveness in the following areas: recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. The evaluation included a detailed audit of 40 practices in the Customer Solutions Center supporting MetLife’s U.S. Pensions, Institutional Income Annuities and Structured Settlements businesses, and surveyed customers who recently contacted MetLife.
The evaluation criteria includes limited time on hold before the customer speaks with a customer service representative; the representative’s courtesy, knowledge, and concern for the customer; and, timely resolution of the customer’s inquiry. Additionally, J.D. Power evaluates the experience with the automated phone system based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.
#contactcenterworld, @MetLife, @JDPower
Posted by Veronica Silva Cusi, news correspondent
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Metropolitan Life Insurance Company or MetLife for short was founded in1868. MetLife, Inc. is a provider of insurance and other financial services to individual and institutional customers throughout the United States Outside the U.S., MetLife companies have direct insurance operations in Asia Pacific, Latin America and Europe.
About J.D. Power:
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: Thursday, August 3, 2017
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