COLUMBUS, Ga., Jan. 11, 2016 /PRNewswire/ -- Aflac, the
leading provider of voluntary insurance at the work site in
the United States, announced today
that the company's contact center operations has achieved J.D.
Power certification for providing an outstanding live phone channel
customer service experience under the J.D. Power 2015 Certified
Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a
strong commitment by Aflac's contact center operations to provide
"An Outstanding Customer Service Experience," according to J.D.
Power.
"As a founding principle of Aflac, we value our customers above
anything else," said Aflac U.S. President Teresa White. "We are both honored and pleased
that our contact center program has been certified for customer
service excellence by J.D. Power. We see this as the ultimate
recognition of our efforts."
To become certified, the contact center successfully passed a
detailed audit of more than 100 practices encompassing their
recruiting, training, employee incentives, management roles and
responsibilities, and quality assurance capabilities. As part of
its evaluation, J.D. Power conducted a random survey of Aflac
customers who recently interacted with its contact centers in
Columbus, Georgia, and
Omaha, Nebraska.
According to J.D. Power, this achievement demonstrates Aflac's
commitment to providing an outstanding customer experience to their
clients when they contact Aflac through the live phone channel.
To achieve Certification Status:
- A contact center must perform within the top 20 percent of
customer service scores, which are based on benchmarks established
in J.D. Power's cross-industry customer satisfaction research.
- The evaluation criteria include the customer service
representatives' courtesy, knowledge and concern for the customer;
promptness in speaking to a person; and timely resolution of the
problem or request.
- The experience with the automated phone system is evaluated
based on the clarity of the information provided, ease of
navigating the phone menu prompts; and ease of understanding the
phone menu instructions.
Launched by J.D. Power in 2004 to evaluate overall customer
satisfaction with live phone interactions and to help organizations
in various industries increase their efficiency and effectiveness
by establishing and continually updating leading practices for
handling service calls, the Certified Call Center Program is now
called the Certified Contact Center Program, which certifies the
live phone channel, the IVR self-service channel and the Web
self-service channel.
About Aflac:
When a policyholder gets sick or hurt,
Aflac pays cash benefits fast. For six decades, Aflac insurance
policies have given policyholders the opportunity to focus on
recovery, not financial stress. In the
United States, Aflac is the leading provider of voluntary
insurance at the work site. Through its trailblazing One Day
PaySM initiative, Aflac U.S. can receive, process,
approve and disburse payment for eligible claims in one business
day. In Japan, Aflac is a leading
provider of medical and cancer insurance and insures 1 in 4
households. Aflac individual and group insurance products help
provide protection to more than 50 million people worldwide. For
nine consecutive years, Aflac has been recognized by Ethisphere
magazine as one of the World's Most Ethical Companies. In 2015,
Fortune magazine recognized Aflac as one of the 100 Best Companies
to Work For in America for the 17th consecutive year. Also, in
2015, Fortune magazine included Aflac on its list of Most Admired
Companies for the 14th time, ranking the company No. 1 in
innovation for the insurance, life and health category. Aflac
Incorporated is a Fortune 500 company listed on the New York Stock
Exchange under the symbol AFL. To find out more about Aflac and One
Day PaySM, visit aflac.com or espanol.aflac.com.
About J.D. Power www.jdpower.com/about/index.htm
About McGraw Hill Financial www.mhfi.com
Aflac herein means American Family Life Assurance Company of
Columbus and American Family Life
Assurance Company of New York.
Media contacts: Aflac – Jon
Sullivan, 706.763.4813 or jsullivan@aflac.com
J.D. Power – John Tews;
248-680-6218; media.relations@jdpa.com
Aflac analyst and investor contact – Robin Y. Wilkey, 706.596.3264 or 800.235.2667,
FAX: 706.324.6330, or rwilkey@aflac.com.
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SOURCE Aflac