Seattle (February 3, 2010) – Safeco® Insurance’s call centers have been recognized for providing “An Outstanding Customer Service Experience” by J.D. Power and Associates.
The recognition comes following a detailed review process of Safeco’s three call centers, located in Washington, Colorado and Indiana. The review, which is part of the J.D. Power and Associates Certified Call Center ProgramSM, also included a random survey of Safeco customers.
“Earning this recognition by J.D. Power and Associates is a great achievement for the professionals in our Service Operations,” said Matthew Nickerson, Safeco Executive Vice President and Chief Operating Officer. “It is important because it is a clear sign of our commitment to providing the highest quality customer experience. Additionally, it’s a strong reinforcement of the job our people do serving customers and agents every day”
“In achieving certification, Safeco Insurance has demonstrated its commitment to delivering high-quality service to customers contacting its call centers,” according to J.D. Power and Associates. “Customers contacting Safeco’s call centers are particularly pleased with the courtesy shown by the customer service representatives.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution. The marketing information firm also conducts a random survey of customers who had contacted Safeco’s call centers.
Safeco’s call centers answer nearly 3 million inquiries each year. The company believes its commitment to execution from the beginning of an inquiry to its completion is what sets it apart from others.
“We put a lot of emphasis on education in our call centers,” said Suzanne Rapier, Safeco Vice President of Service Operations. “Our people are great at what they do and receive extensive training to keep them up on new products and services that are brought to market. We also work closely with our product, marketing and sales teams to ensure our customers have the most updated information on our products and services, but also to offer valuable customer feedback so they can continue to improve our offerings.”
An additional component of Safeco’s customer service is its Gold Service. The Gold Service team works to help Safeco’s independent agent partners effectively and efficiently offer its customers 24/7/365 phone support.
In business since 1923 and based in Boston, Mass., Safeco Insurance sells personal automobile, homeowners and specialty products through a network of more than 10,000 independent insurance agencies throughout the United States. Safeco is a Liberty Mutual Insurance company.
Boston-based Liberty Mutual Insurance is a diversified global insurer and the third largest property and casualty insurer in the U.S. based on 2012 direct premiums written as reported by the National Association of Insurance Commissioners. Liberty Mutual Insurance also ranks 81st on the Fortune 100 list of largest U.S. corporations, based on 2012 revenue.
For more information about Safeco Insurance, go to www.Safeco.com.