The Service Quality Measurement Group, Inc. (SQM) has again awarded Jackson National Life Insurance Company with “Call Center World Class Call Certification” for 2013. Jackson also received the “Highest Customer Service by Industry” award, achieving the top rating for the financial industry. The awards mark the ninth year Jackson has been recognized for its customer service performance in both of these categories.
To achieve Call Center World Class Call Certification, 80 percent or more of the calls must be at the “world class level” for at least three months. SQM’s criteria are based on customers’ satisfaction with their service experience and customer service rep, as well as the resolution of the call. While the financial services industry averages 76 percent of calls receiving the highest possible score, Jackson achieved 90 percent. Additionally, Jackson’s service reps resolved 87 percent of issues in one call, which is higher than the industry average of 74 percent.
“Jackson is proud to be recognized for its proven commitment to serving the diverse needs of contract-holders and financial professionals,” said James Sopha, chief operating officer of Jackson.