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

Posted on: Tuesday, 29 July 2008, 12:01 CDT

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.

Source: Business Wire

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