center operation customer satisfaction excellence for a third
consecutive year under the J.D. Power and Associates Certified Call
Center Program.(SM) This distinction acknowledges a strong commitment
from CIGNA HealthCare call center operations to provide “An
Outstanding Customer Service Experience.”.
CIGNA HealthCare’s call center operations, located in
Bourbonnais, Ill.. Bloomfield, Conn.. Chattanooga, Tenn.. Denison,
Texas. Phoenix, Ariz.. Scranton, Pa.. Visalia, Calif.. Handle more
than 12 million telephone calls and e-mails from customers annually. To
become certified, the call center operations successfully passed a
detailed audit of their recruiting, training, employe incentives,
quality assurance capabilities. Management roles and
responsibilities. As part of its evaluation, J.D. Power and Associates
conducted a random survey of CIGNA HealthCare customers who recently
contacted its call centers.
According to J.D. Power and Associates, achieving certification for
a third consecutive year is a testament to CIGNA HealthCare’s
dedication to customer satisfaction. J.D. Power and Associates also
noted that a particular strength lies with CIGNA HealthCare’s call
center representatives, who are viewed by customers as highly courteous,
concerned and knowledgeable. Call center customers are also pleased with
the timely resolution of their problems.
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 criteria used included evaluation
of: courtesy. Knowledge. Concern for the customer. Usefulness of the
information provided. Convenience of operating hours. Ease of reaching a
representative. Timely resolution.
“Understanding, articulating and elevating the needs of the
individual customer in order to improve their experience with CIGNA is a
strategic priority,”. Said Brett Browchuk, senior vice president of
CIGNA HealthCare’s service operations organization. “The
ability of J.D. Power and Associates to precisely and objectively
measure how well we're delivering essential service information is
vital to our ability to anticipate and to act upon the needs of the
people we serve.”.
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.
About CIGNA HealthCare
CIGNA HealthCare, a health service organization based in
Bloomfield, CT, works to improve the health, well-being and security of
the people we serve. A leading provider of employe benefit services and
programs, CIGNA HealthCare offers a broad array of medical, dental,
behavioral health. Pharmacy benefits plans and coverage. We also
build and provide health and wellness coaching programs and consumer
information tools designed to improve health and help people in their
health care decision-making. “CIGNA HealthCare”. The
“Tree of Life”. Logo are registered service marks of CIGNA
Intellectual Property, Inc., licensed for use by CIGNA Corporation
(NYSE:CI) and its operating subsidiaries, including Connecticut General
Life Insurance Company. All products and services are provided
exclusively by such operating subsidiaries. Not by CIGNA
Corporation. For more information, visit www.cigna.com.
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, training 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. More, please visit JDPower.com. J.D. Power and Associates
is a business unit of The McGraw-Hill Companies.