Safelite Contact Center Earns Global Standard Certification
USA -Claims management operation ensures quality service
SafeliteŽ Solutions, which provides vehicle glass claims
management solutions for more than 175 insurance and fleet
companies, including 18 of the top 30 property and casualty
insurance companies, has recently completed the ISO 9001:2008
certification process for its Chandler, Ariz.-based contact
center.
The International Organization for Standardization (ISO) 9000
family of standards relates to quality management systems and is
designed to help organizations ensure they meet the needs of
customers.
Safelite Solutions operates three national contact centers, two
in Columbus, Ohio, and one in Chandler, Ariz. While the Columbus
facilities have previously been ISO-certified, the Chandler
contact center, which opened in 2010, recently completed the
process.
All three contact centers have been certified without receiving a single non-conformity to the standard. By having all three ISO-certified, it creates better business continuity in a situation where one facility may not be able to operate.
Brian O’Mara, vice president of national contact centers for
Safelite, said:
"We are proud of all of our customer service representatives and
our management team who uphold these standards daily."
"The most important thing we can do is to provide our clients’
customers and policyholders with world-class service so they may
experience a seamless claim."
Safelite Solutions answers approximately 8.5 million calls
annually with an average pick-up time of 11 seconds (2 rings),
and 88% are picked up by the fourth ring at the latest.
About SafeliteŽ Solutions
Columbus, Ohio-based SafeliteŽ Solutions and its wholly owned
subsidiary Alliance Claims Solutions of Cedar Rapids, Iowa,
provide property and casualty claims management services to more
than 175 insurance and fleet clients, including 18 of the top 30
U.S. property and casualty insurance companies. A subsidiary of
SafeliteŽ Group, SafeliteŽ Solutions manages a network of more
than 9,000 vehicle glass fulfillment providers. Info:
http://www.safelite.com.
