J.D. Power and Associates Reports: CIGNA Government Services Recognized for Providing an Outstanding Customer Service Experience

NASHVILLE, Tenn.--(BUSINESS WIRE)-- CIGNA Government Services has been recognized for call center operation customer service excellence under the J.D. Power and Associates Call Center Certification Program.^SM The Call Center Certification Program distinction acknowledges a strong commitment by CIGNA Government Services call center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the call center operations successfully passed a detailed audit of its 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 CIGNA Government Services customers who recently contacted its call centers, located in Nashville, Tenn.

“CIGNA Government Services excels at addressing their customers’ needs quickly, which is supported by high first-call resolution rates, setting accurate expectations of estimated hold times and a relatively low incidence of transferred calls,” according to J.D. Power and Associates. “In achieving certification, CIGNA Government Services has demonstrated its commitment to delivering high-quality service to customers contacting its call center.”

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 courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

“Ultimately, the certification of our Durable Medical Equipment Provider Contact Center rested with our customers," said Jean Rush, president, CIGNA Government Services. "Based on their feedback, we are pleased that the CIGNA Government Services Provider Contact Center, which serves durable medical equipment suppliers in 17 Southern states and U.S. territories, is being recognized for delivering quality, customer-focused service which continues to generate high customer satisfaction.”

The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.

There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranties and insurance to telecommunications, healthcare and office products.

For more information on the Call Center Certification Program, please visit JDPower.com.

About CIGNA Government Services

CIGNA Government Services (CGS) is a Durable Medical Equipment Medicare Administrative Contractor and Medicare Part B contractor for the Centers for Medicare & Medicaid Services. Headquartered in Nashville, Tennessee, CGS provides a variety of services for the federal Medicare program including claims processing, customer service, and claims payment for over 16 million Medicare beneficiaries, providers, and suppliers in 17 U.S. states and territories. For more information, please visit our web site at www.cignagovernmentservices.com. CIGNA Government Services, LLC is a subsidiary of Connecticut General Life Insurance Company.

About CIGNA

CIGNA (NYSE:CI), a global health service company, is dedicated to helping people improve their health, well being and sense of security. CIGNA Corporation's operating subsidiaries provide an integrated suite of medical, dental, behavioral health, pharmacy and vision care benefits, as well as group life, accident and disability insurance, to approximately 46 million people throughout the United States and around the world. To learn more about CIGNA, visit www.cigna.com. To sign up for email alerts or an RSS feed of company news, log on to http://newsroom.cigna.com/rss/. Also, follow us on Twitter: @cignatweets and visit CIGNA’s YouTube channel at http://www.youtube.com/cignatv

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings; car insurance; health insurance; cell phone ratings; and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services company meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.

CIGNA
Lindsay Shearer, 603-627-4016
[email protected]

Source: CIGNA