BLOOMINGTON, Ill. – Jan. 22, 2015 – COUNTRY Financial® Auto and Home contact centers have earned a distinctive J.D. Power certification for its commitment to customer service. The Certified Contact Center ProgramSM distinction recognizes COUNTRY Financial Auto and Home contact centers for providing an excellent customer service experience to customers who interact with the auto and home contact center.
“The certification signifies the importance we place on making sure our customers have a seamless experience when they call our Customer Service Center,” said Rob McDade, vice president of Customer Service at COUNTRY Financial. “We understand how valuable their time is so we want to get their questions answered and needs met as quickly as possible.”
COUNTRY Financial achieved the distinction for its auto and home contact center following a year-long process that included more than 100 audits of its business practices and random surveys of customers who have contacted auto and home contact centers in Bloomington, Ill., and Alpharetta, Ga. Customer service representatives were also evaluated based on their courtesy, knowledge and concern for the customer, promptness and timely resolution of the problem or request, according to J.D. Power.
“While the certification covers our auto and home Customer Service Center, our goal is to ensure customers always have the same great experience, whether they are working with their local financial representative, a claims representative or any other member of the COUNTRY Financial team,” McDade said.
J.D. Power launched the Certified Call Center Program, now known as the Certified Contact Center Program, in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations increase their efficiency and effectiveness by regularly updating best practices for handling service calls.
About the COUNTRY Financial® group
The COUNTRY Financial® group serves about one million households and businesses throughout the United States and offers a full range of financial products and services from auto, home, business and life insurance to retirement planning services, investment management and annuities. For more information about COUNTRY Financial, please visit www.countryfinancial.com.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.