NU Online News Service, April 20, 3:08 p.m. EDT
Insurance brokerage Marsh has received its sixth J.D. Power and Associates Call Center Certification award for customer satisfaction excellence.
The award, under J.D. Power's Certified Call Center Program, recognizes the broker's private client services call center operations for providing an "Outstanding Customer Service Experience," J.D. Power said.
The call center, located in Las Vegas, handles nearly 3,000 telephone calls, e-mails and faxes from customers annually.
"In achieving certification, Marsh Private Client Services has demonstrated its clear commitment to customer service," Mark Miller, senior director of client services at Westlake Village, Calif.-based J.D. Power, said in a statement. "Call center customers are particularly pleased with the general call center operations, as well as the courtesy and concern of the customer service representatives."
The certification involves a detailed audit of the call center's functions, capabilities, training, recruitment and management, J.D. Power said, along with a survey of clients.
"We place great value on the delivery of expert customer service and we will continue to invest in the people, systems and processes that deliver meaningful innovation and value to best serve our clients," Henry S. Allen, president and chief executive officer of the Marsh Global Consumer business, said in a separate statement.
Marsh is a subsidiary of New York-based services firm Marsh & McLennan Companies.
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