March 28, 2017 – National General Lender Services (National General) has secured the Center of Excellence re-certification for its call centers from BenchmarkPortal for the 11th consecutive year.
The Center of Excellence certification is one of the most distinguished awards in the service and support industry and is only achieved by customer care facilities ranking in the top ten percent of thousands of call centers studied across the United States. National General is one of only five companies to achieve the Center of Excellence certification for 11 consecutive years and is the only one in the insurance industry to do so. Further, National General’s call centers achieved caller satisfaction rates more than 9% above industry average and first-call resolution rates more than 5% above industry average, leading to lower customer effort in resolving inquiries.
In addition, National General received the Top Contact Center Award for 2017 from BenchmarkPortal. The Top Contact Centers competition compares the performance of contact centers through North America by evaluating their key metrics against other centers based on center size. Since the Top Contact Center Contest process is based entirely on statistical comparison to the world’s largest and most respected database of contact center metrics, this competition can objectively identify centers that are achieving superior results both in financial and qualitative terms.
“We value the trust that our clients extend in allowing us to service their customers,” said Art Castner, President of National General Lender Services. “We recognize that each of these customer relationships is gained through great effort, and we act as an extension of our clients to service their customers with care. Securing the Center of Excellence certification for 11 consecutive years, along with recognition as a Top Contact Center, shows the consistent focus we place on delivering professional, positive and effective customer experiences for our clients and their customers.”
According to BenchmarkPortal CEO Bruce Belfiore, “Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents – as well as senior managers, who support and encourage this excellence. National General’s contact center professionals have shown exceptional dedication and results, for which I commend them.” He further stated, “The National General contact center is among the best of its size in the industry. The Top Contact Centers award was granted on the basis of objective, metrics-driven performance. National General stood tall against its competitors according to the world’s largest database of contact center metrics. This is not easy to do, and we congratulate them on their accomplishment.”
About the certification
Call centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal in conjunction with the Center for Customer-Driven Quality at Purdue University. Call centers are judged against a balanced scorecard of metrics for efficiency and effectiveness, and only those centers ranking in the top ten percent of call centers surveyed earn the award.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications.
About National General Holdings Corp.
National General Holdings Corp., headquartered in New York City, is a specialty personal lines insurance holding company. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products.