Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017.
SQM named Jackson a top-three Contact Center of the Year Finalist for receiving high ratings in customer and employee experience among a field of 500 leading international contact centers.
“Jackson’s associates work as a cohesive team to ensure our advisors receive the impeccable customer service they’ve come to expect, year after year,” said James Sopha, president of Jackson. “Our commitment to providing world-class customer service is a top priority at Jackson – it’s a promise we have strived to fulfill since we opened our doors more than 55 years ago. Regardless of the inquiry, our service team works tirelessly to help our distribution partners find the answers they need.”
Additionally, Jackson received awards for the company’s commitment to providing superior service to advisors. In fact, according to SQM’s benchmarking survey, 95 percent of advisors gave Jackson’s customer service the highest possible rating on the survey. The survey also showed the contact center resolved 90 percent of inquiries in the first call. Along with Contact Center of the Year Finalist, the awards include:
- Contact Center World Class CX Certification for an 80 percent or higher rate of solving customer issues on the first call for at least three consecutive months.
- Highest Customer Service – Financial Industry Award for recording the highest first-call resolution rating in the market.
- Class Employee Satisfaction Award for at least 50 percent of employees rating their overall experience of working in the contact center as “very satisfied.”
“These awards are only achievable because of our service-oriented, dedicated Operations associates and all the team members within the organization who support them each day,” said Laura Prieskorn, senior vice president and chief administrative officer for Jackson. “These combined efforts and strength of the overall Jackson team assist in providing the best possible service experience, which ultimately contributes to our award-winning results.”
SQM bases its awards on the customer’s satisfaction with his or her service experience, the customer service representative and the resolution of the call.
Feedback comes from customers who contacted Jackson as well as employees who work in a contact center. SQM benchmarks more than 500 leading North American contact centers annually and has conducted benchmarking studies since 1996. The 2017 awards are based on studies from Jan. 1, 2017 to Dec. 31, 2017.