Seattle-based PEMCO Insurance’s call center has been recognized by J.D. Power and Associates for its Call Center Customer Satisfaction Excellence.
J.D. Power and Associates’ evaluation was conducted in two phases. The first phase looked at PEMCO’s recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.The second phase of the study surveyed 400 random callers that contacted PEMCO’s call center from December 1, 2005 to December 13, 2005. To receive recognition, companies must score higher than 730 out of a possible 1000 points. PEMCO received 911 points..
The results revealed that there is an awareness of and sensitivity to the situations their clients are dealing with and an embedded philosophy of going beyond to please the customer. The report also said PEMCO’s operations demonstrate a remarkably strong commitment to the satisfaction of their customers, resulting in uniquely high levels of satisfaction among them.
In 2004, J.D. Power and Associates’ Call Center Certification program was launched to help call centers increase efficiency and effectiveness by establishing best practices for handling service calls.
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