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CIGNA HealthCare Recognized for Providing an Outstanding Customer Service Experience for a Third Consecutive Year.


BLOOMFIELD, Conn. — CIGNA HealthCare has been recognized for call

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.; and 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, 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 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; and 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 are 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 employee benefit services and

programs, CIGNA HealthCare offers a broad array of medical, dental,

behavioral health, and 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” and 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, and 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, and more, please visit JDPower.com. J.D. Power and Associates

is a business unit of The McGraw-Hill Companies.

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