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For the second consecutive year, Safeco Insurance™ Service’s call centers have been recognized for providing “An Outstanding Customer Service Experience” by J.D. Power and Associates. IBA West congratulates Safecon on this service award.
The recognition comes following a detailed review process of Safeco’s call centers, located in Spokane, Wash.; Golden, Colo.; and Carmel, Ind. The review, which is part of the J.D. Power and Associates ertified Call Center ProgramSM, also included a random survey of Safeco customers.
“This recertification is a credit to all of our Safeco Insurance’s call center professionals, who work tirelessly each day to serve customers and agents,” said Mike Hughes, Safeco president. “We strive to do what’s right so our agents and customers can do more, and this recognition is a testament to our continued commitment to the customer experience.”
"In achieving certification, Safeco Insurance Service has demonstrated its commitment to provide call center customers with an outstanding experience,” according to J.D. Power and Associates. “Call center customers were particularly pleased with how promptly they were able to speak with a customer service representative.”
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.
“Safeco’s call centers answer nearly 3 million inquiries each year, and our commitment to execution from the beginning of an inquiry to its completion is what sets us apart from others,” said Suzanne Rapier, Safeco vice president of Service Operations.
“Education is a major focus for us in our call centers,” Rapier said. “Our extensive training and collaboration with product, marketing and sales teams ensure our customers will have the most up-to-date information on our products and services when they call. In addition, Safeco’s call centers provide valuable customer feedback to other departments so they can continue to improve the company’s offerings.”
Another component of Safeco’s customer service is its Gold Service. The Gold Service team works to help Safeco’s independent agent partners effectively and efficiently offer its customers 24/7/365 phone support.