Service Quality Management, Inc. honors Jackson with 2018 Contact Center Industry Awards, including Contact Center of the Year Finalist and Contact Center World Class CX Certification

MarketWatch
04/03/2019
Press Release

Jackson National Life Insurance Company [®] (Jackson [®] ) was recognized with five awards from the Service Quality Measurement Group, Inc. (SQM) [1] for excellence in contact center service in 2018. Jackson was again named a Contact Center of the Year Finalist for earning high ratings for customer and employee experience among a field of more than 500 leading international contact centers. For the first time, Jackson also received the Work From Home Employee Satisfaction award, based on having the highest “overall very satisfied” rating from employees who work from home.

“A key to Jackson’s leadership role in the financial services industry is our consistent success providing advisors with the world class customer service they deserve and expect from us,” said Laura Prieskorn, senior vice president and chief administrative officer for Jackson. “This is a credit to teamwork and our outstanding associates, who are not only knowledgeable and responsive, but dedicated to listening to what individual customers are saying and responding confidently with the answers they need.”

Jackson also earned Contact Center World Class CX Certification, awarded for an 80 percent or higher rate of solving customer issues on the first call for at least three consecutive months, and the Highest Customer Service — Financial Industry award for achieving the highest first-call resolution (FCR) score in the market. Additionally, Jackson received the World Class Employee Experience Award for the fifth time, which is based on 50 percent or higher of employees rating their overall experience of working in the contact center as “very satisfied.”

“Jackson’s service is industry-leading, as evidenced by its world class contact center certification by SQM,” said Lara Pow, President of SQM. “They have set the standard very high as to what a great customer experience looks like.”

According to SQM’s benchmarking survey, 94 percent of advisors who called the contact center gave Jackson’s customer service the highest possible rating, which is 13 points higher than the industry average. The survey also showed the contact center resolved 89 percent of inquiries in the first call, which is 6 percent higher than the average world class call center.

“Customer and employee satisfaction are interrelated, so earning high marks in both areas is a tremendous accomplishment and validation of our leadership team’s ongoing efforts to support and engage our associates and ensure they have the technology and training they need to build award-winning relationships with our distribution partners,” said Prieskorn. “Especially considering our contact center handles more than 2 million calls per year, it’s rewarding to know advisors consistently find it easy, productive and pleasant to work with Jackson.”

SQM’s awards are based on the customer’s satisfaction with his or her service experience, the customer service representative, as well as the resolution of the call. Feedback comes from the customers who contacted Jackson as well as employees who work in a contact center. SQM benchmarks more than 500 leading North American contact centers annually and has conducted benchmarking studies since 1996. The 2018 awards are based on studies from Jan. 1, 2018 to Dec. 31, 2018.

[1] SQM, Contact Center of the Year Finalist, 2018, Contact Center World Class CX Certification, 2018, Highest Customer Service for Financial Industry, 2018, World Class Employee Satisfaction, 2018, Highest Work From Home Employee Satisfaction, 2018.

About Jackson

Jackson is a leading provider of retirement products for industry professionals and their clients. The company and its affiliates offer variable, fixed and fixed index annuities designed for tax-efficient growth and distribution of retirement income for retail customers, as well as products for institutional investors. Jackson is a proud founding member and co-chair of the Alliance for Lifetime Income, a nonprofit 501(c)(6) organization formed and supported by 24 of the nation’s financial services organizations to create awareness and educate Americans about the importance of protected lifetime income. With $257.7 billion in IFRS assets*, the company prides itself on sound corporate risk management practices and strategic technology initiatives. Focused on thought leadership and education, Jackson provides industry insights and financial representative training on retirement planning and alternative investment strategies. The company is also dedicated to corporate philanthropy and supports nonprofits focused on strengthening families and creating economic opportunities in the communities where its employees live and work. For more information, visit www.jackson.com.

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