For the second consecutive year, Guardian’s Retirement Solutions
Call Center in Bethlehem, Pa., has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience,” making Guardian one of only a handful of financial services companies so honored. Members of Guardian’s senior management team recently accepted the awards on behalf of the 401(k) and Individual Annuity groups that won certification.
“We are honored to receive the J.D. Power Call Center Certification for the second consecutive year, which demonstrates Guardian Retirement Solutions’ commitment to consistently provide superior service to all of our customers,” says Michael Cefole, Senior Vice President, Retirement Solutions.
To become certified, call centers must pass a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Guardian clients who recently contacted its call center. Only call centers that perform within the top 20 percent of customer service scores, based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research, achieve certification status.
Guardian achieved certification last year on its first application, and then improved its survey score by 50 points this year.
“Guardian is consistently focused on our customers, a must in the service-based work we do,” says Kim Flemm, Vice President and Head of Operations, Retirement Solutions. “This certification from J.D. Power and Associates for the second consecutive year reasserts the commitment we have to that consistency, not only in the quality of products we offer but the services we offer to customers and the value our representatives place on the customer experience.”
For J.D. Power and Associates 2011 Call Center Certification ProgramSM
information, visit www.jdpower.com