Liberty Mutual Insurance's Service Call Centers Recognized For
J.D. Power and Associates Reports: Liberty Mutual Insurance's Service Call Centers Recognized for Providing an Outstanding Customer Service Experience
Westlake Village, CA - Liberty Mutual Insurance's service call centers have been recognized for call center customer satisfaction excellence under the J.D. Power and Associates Call Center Certification Program. The Call Center Certification Program distinction acknowledges a strong commitment by Liberty Mutual's service call center operations to provide "An Outstanding Customer Service Experience."
Liberty Mutual Insurance's service call centers, located in Mishawaka, Ind., New Castle, Pa., Phoenix, Ariz., Springfield, Mass., and Tampa, Fla., handle approximately 6.5 million telephone calls from auto and home insurance customers annually. To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Liberty Mutual customers who recently contacted its call centers.
"With excellent performance across the board for all aspects of the interactive voice response (IVR) and the customer service agent, Liberty Mutual Insurance's service call centers are to be congratulated for earning certification," said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. "Liberty Mutual's service call centers performed particularly well in getting callers to the customer service representatives quickly and then solving the issue quickly. In this time-starved world we live in, Liberty Mutual's service call center strategy is to be highly responsive to customer needs when utilizing the phone channel has definitely resonated with its customers."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The evaluation criteria include the customer service representative's courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated 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.
Liberty Mutual Auto Insurance Massachusetts - News
His hefty auto insurance premium on his two cars — he was paying $2537 a year — seemed a juicy potential target. But he said he “dillydallied,” and didn't call his insurer, Liberty Mutual, until a couple of weeks ago, shortly after AARP contacted him
Liberty Mutual, the nation's eighth-largest provider of auto and home insurance, is one of a select few property and casualty insurers to have its service call centers certified for providing "An Outstanding Customer Service Experience" under the
Liberty Mutual Insurance's service call centers, located in Mishawaka, Ind., New Castle, Pa., Phoenix, Ariz., Springfield, Mass., and Tampa, Fla., handle approximately 6.5 million telephone calls from auto and home insurance customers annually.
In addition to Murray, the association will recognize the board of State Street Corp. as its public company board of the year and the board of Liberty Mutual Insurance Group the private company board of the year. Also, the association will give a
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Liberty Mutual Auto Insurance Company Review | Time 2 Motivate
Automobiles are becoming more and more common in the United States and with them the number of companies that are willing to insure them are on the rise. With so many costumers in the market there is no reason for automobile insurance companies to slow down, and experts are predicting a steady rise in the number of customers in the market in the next years. With the high diversity of customers in the market it is impossible for an automobile insurance company to gain all of the customers, and it is for this reason that there are many big name insurance companies instead of just one. One of the most famous insurers in the United States is one by the name of Liberty Mutual. Liberty Mutual was founded in July 12, 1912 when the Massachusetts State Legislature passed a law requiring companies to protect their employers with employee compensation insurance. The company quickly gained fame and they launched its first advertising campaign five years later in 1917. The company spread out so fast that in the year 1937 they had expanded through the 48 states and in year 1972 they passed the $2 billion mark in premiums. Nowadays they have expanded all through out the United States (servicing 42 states) and in other countries of the world. They also rank 95 on the Fortune 500 list of largest corporations in the United States based on 2006 revenues, they have an estimated $85.5 billion assets and employ more than 40,000 people I an estimated 900 offices around the world. Other than automobile insurance, the company offers homeowners insurance, workers compensation, commercial multiple peril, general liability, fire insurance and group disability. Liberty Mutual offers basically one policy which is called “Liberty Guard Auto Insurance”. This insurance plan covers everything from liability, comprehensive, collision and theft; and they offer other extra services in case you want to add anything else.