Contact Center Solutions Featured Article

Jackson Recognized as World Class Customer Service Provider by SQM

December 19, 2011

The Service Quality Measurement Group (SQM) has recognized Jackson National Life Insurance Company (Jackson) as a “world class” customer service provider in its latest benchmarking study of North American contact centers.

Jackson is an indirect subsidiary of Prudential, a company incorporated and with its principal place of business in the United Kingdom. This is the seventh time the company has received the World Class designation from SQM in Call Center customer satisfaction.

Additionally, Jackson also earned SQM’s “Highest Customer Satisfaction by Industry” award for the seventh time. It achieved the highest rating in the financial services industry.

The company is “very pleased” to receive this recognition from SQM for the seventh time, said Mike Wells, president and CEO at Jackson.

“Our call center staff is a dedicated group of individuals who work diligently to maintain Jackson's reputation as customer service leader,” he said, adding that these individuals support customers by providing them with responsive, knowledgeable customer service and continue to do so year after year.

Call Center World Class status is achieved when 75 percent or higher of the calls are at the world class level for six months or more.

The criteria of SQM’s world class call is based on the customer's call being resolved. SQM also considers the customer rating, the experience as “very satisfied” – the highest possible response – with both a company's call center and the telephone service representative who took the call.

This year, Jackson received the highest rating, 90 percent of the survey's participants voted for the company, compared to the financial industry average of 74 percent.

Jackson’s service representatives were able to resolve 87 percent of issues in one call. Company officials said that this is “significantly” higher than the average financial services company's 72-percent resolution rate.

Moreover, survey participants were "very satisfied" with their experience with a Jackson telephone service representative 94 percent of the time. In comparison, the financial services industry average was 79 percent.

Additionally, this year, SQM also surveyed Jackson’s call center employees’ satisfaction. Jackson is one of only six companies in North America to earn a “World Class Employee Satisfaction” award.

Last year, SQM also recognized Jackson as a World Class customer service provider.

Anshu Shrivastava is a contributing editor for ContactCenterSolutions. To read more of Anshu’s articles, please visit her columnist page.

Edited by Carrie Schmelkin