church mutual certified call center by benchmarkportalChurch Mutual Insurance Company’s National Customer Service Center has been recertified for the ninth year as a Center of Excellence by BenchmarkPortal.

“I am very proud that we have been able to showcase our dedication to our customers with this recertification for the ninth consecutive year,” said Rich Poirier, Church Mutual’s president and CEO. “It reflects the best-in-class service we provide to our customers and showcases our commitment to protecting the greater good.”

The 2017 recertification is based upon best-practice metrics drawn from objective and quantitative data audited and validated by BenchmarkPortal researchers.

Among Church Mutual’s service center’s performance indicators:

• Average speed of answer of 10 seconds, almost three times faster than the property casualty insurance industry average (33.65 seconds)
• Percentage of dropped calls (1.78) far lower than the industry average (3.53)
• Average time in queue (12 seconds), far below the industry average (47.81 seconds)
• Average hold time (20 seconds), less than half the industry average (50.53 seconds)

“Customer service is not an easy task,” said Amy Genisot, commercial operations manager at Church Mutual. “These results are a direct reflection of the hard work, passion for excellence and dedication the customer service professionals at Church Mutual strive to achieve. I couldn’t be more proud than I am of this group.”


Topics: Call Center Certification, Center of Excellence, Contact Center Certification, Press Releases