Contact Center Solutions Featured Article

MetLife Customer Service Group Honored for Excellence

October 23, 2008

MetLife Inc. has announced today that its customer service initiatives have once again earned the company third party recognition. The company’s Customer Sales & Service Group has earned the prestigious designation of “Certified Center of Excellence” by Purdue University’s (News - Alert) Center for Customer-Driven Quality.

This is the fourth consecutive year that MetLife has been honored with this award that was developed in conjunction with BenchmarkPortal (News - Alert), a national benchmarking firm. This award is deemed one of the most coveted in the industry.

Only the top ten percent of contact centers that apply for certification even earn the designation. MetLife is among only three winning centers to have earned this certification four years in a row, putting the group in a distinguished group of providers.  

To achieve this certification and recognition, call centers compete in 28 categories and are evaluated on their ability to exceed rigorous statistical standards in comparison to their industry peers.

MetLife was able to successfully outperform the industry in 18 categories and improved over its 2007 ratings in 12 categories. The company’s Customer Sales & Service Group values improvement and works hard to successfully strengthen its position every year. 
 
"In 2008, MetLife accomplished an outstanding achievement by becoming one of an elite few that have successfully achieved the status of a Certified Center of Excellence for four consecutive years," said Kamal Webb, director of Benchmarking Practices, Center for Customer-Driven Quality, in a Thursday statement.
 
"Such an achievement hallmarks management's commitment and dedication to success and their pursuit of call center best practices and improvement initiatives."

This certification is positioned by MetLife as demonstrating that its Customer Sales & Service Group’s overall results stand out as best-in-class in its industry. The Group has set a standard that creates pressure for other companies to be able to meet such customer service benchmarks.  

The Group has a goal of increasing efficiency and effectiveness while also maintaining customer and associate focus. The Group aims to deliver superior customer service, foster existing customer relationships and provide an opportunity to attract new customers.

"This unprecedented accomplishment reflects the efforts of every associate and reiterates our unwavering commitment to our customers," said Karen Hemenway, vice president, Customer Sales & Service Group, MetLife, in the Thursday statement.
 
"Through our involvement in this program, we find areas for improvement and grow stronger every year. We are thrilled to be exceeding industry benchmark results and affirming our value to the MetLife brand by providing a competitive advantage."

This certification and recognition for the fourth year in a row demonstrates that MetLife has taken an innovative approach to customer service, ensuring that such initiatives are a priority for the company. In doing so, they are raining the bar in customer service.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi

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