MetLife’s Corporate Benefit Funding Customer Solutions Center Receives First Ever J.D. Power Certification for Customer Ser...
September 26 2016 - 12:00PM
Business Wire
MetLife’s Corporate Benefit Funding Customer Solutions Center
team has been recognized by J.D. Power for providing "An
Outstanding Customer Service Experience" for the Live Phone
Channel. The certification places MetLife’s Corporate Benefit
Funding business among a select few institutional retirement
providers that have achieved this status.
MetLife’s Customer Solutions Center, part of the company’s
Global Technology & Operations organization, services millions
of customer calls each year across a full spectrum of MetLife
products. Dedicated Corporate Benefit Funding specialists provide
customer service from MetLife’s call center in Warwick, Rhode
Island.
“As a primary point of contact for customers, our service
consultants are committed to delivering a differentiated service
experience. This recognition demonstrates their success,” says
Kristine Poznanski, senior vice president and head of Customer
Solutions Center, MetLife. “Ongoing investments in our people and
technology enable us to continually enhance the service
experience.”
MetLife’s Corporate Benefit Funding includes the company’s U.S.
Pensions, Institutional Income Annuities and Structured Settlements
businesses.
“At MetLife, we are committed to customer centricity and have
dedicated significant resources to make it easier for our customers
to do business with us,” says Robin Lenna, executive vice president
and head of Corporate Benefit Funding, MetLife. “This honor
underscores our commitment to service excellence, which is a
business imperative for MetLife.”
The J.D. Power Certified Contact Center Program℠ measures
eligible call centers for effectiveness in the following areas:
recruiting, training, employee incentives, quality assurance
capabilities, and management roles and responsibilities.
“As part of its evaluation, J.D. Power conducted a detailed
audit of more than 100 practices in the Customer Solutions Center
supporting MetLife’s U.S. Pensions, Institutional Income Annuities
and Structured Settlements businesses, and surveyed customers who
recently contacted MetLife,” noted Kim Flemm, vice president,
Customer Experience with MetLife. “The certification means that the
call center is within the top 20% for cross-industry customer
service scores, based on benchmarks established in J.D. Powers’
customer satisfaction research.”
The evaluation criteria includes limited time on hold before the
customer speaks with a customer service representative; the
representative’s courtesy, knowledge, and concern for the customer;
and, timely resolution of the customer’s inquiry. Additionally,
J.D. Power evaluates the experience with the automated phone system
based on the clarity of the information provided, the ease of
navigating the phone menu prompts, and the ease of understanding
the phone menu instructions.
About MetLife
MetLife, Inc. (NYSE:MET), through its subsidiaries and
affiliates (“MetLife”), is one of the largest life insurance
companies in the world. Founded in 1868, MetLife is a global
provider of life insurance, annuities, employee benefits and asset
management. Serving approximately 100 million customers, MetLife
has operations in nearly 50 countries and holds leading market
positions in the United States, Japan, Latin America, Asia, Europe
and the Middle East. For more information, visit
www.metlife.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20160926006094/en/
MetLife, Inc.Judi Mahaney, 212-578-7977jmahaney@metlife.com
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