The Marsh Inc. insurance brokerage call center has been recognized for customer satisfaction excellence by J.D. Power and Associates under its Certified Call Center Program.
J.D. Power in Westlake Village, Calif., an information services firm which conducts customer satisfaction surveys, said that five lines of Marsh's call center business were recognized for providing "An Outstanding Customer Service Experience."
"Across the organization, Marsh's dedication to providing high-quality customer service is clear, as several of their business service call centers have received certification in 2007," said Jonathan Brookner, director of the call center certification program at J.D. Powers, in a statement.
Mr. Brookner added: "Customers expressed especially high satisfaction levels with the courtesy, knowledge, care and concern they received from Marsh's representatives. Customers were also particularly impressed with the timeliness with which any issues or concerns they had were resolved."
The services that received certification were:
o Professional Liability Insurance Services
o Auto and Home Choice Services
o Program and Franchise Insurance Services
o Voluntary Benefit Services
o Life and Health Affinity Services
"We're honored to be recognized for our service quality by such a trusted and respected authority," said Brian Storms, chairman and chief executive officer of Marsh.
J.D. Powers said that to be certified the call center must successfully pass a detailed audit covering training, recruiting, employee incentives, management roles and responsibilities, and quality assurance capabilities.
According to Scott Quarderer, director of insurance services for J.D. Powers, if the company passes the audit the next step in the certification process is a random survey of customers who contacted the call center.
To receive the certification, the call center must perform within the top 20 percent of customer service scores established by J.D. Powers.
Mr. Quarderer said Marsh is the first insurance broker to receive this certification. J.D. Powers' review of call centers is done at the request of the individual company, Mr. Quarderer noted.
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