CIGNA HealthCare Earns J.D. Power and Associates Call Center Certification for Providing 'An Outstanding Customer Service Experience'
Posted on: Tuesday, 30 May 2006, 09:01 CDT
PHILADELPHIA, May 30, 2006 /PRNewswire-FirstCall/ -- CIGNA HealthCare is the first national health carrier to be recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program(SM), the companies announced today. This distinction acknowledges a strong commitment by CIGNA HealthCare's call center operations to provide "An Outstanding Customer Service Experience" for its nine million medical members nationwide.
At a certification event held today in CIGNA's corporate offices, J.D. Power and Associates reports that CIGNA HealthCare's call centers surpassed the rigorous standards of the certification process, exhibiting a solid commitment to customer satisfaction. The true strength of CIGNA HealthCare's call centers lies in their representatives, who score well above average for their knowledge and courtesy, and for the usefulness of the information they provide to customers during calls.
CIGNA HealthCare's call center operations, located in Bourbonnais, Ill.; Charlotte, N.C.; Chattanooga, Tenn.; Phoenix, Ariz.; Scranton, Penn.; Sherman, Texas; and Visalia, Calif., handle more than 20 million telephone calls, e- mails and faxes from members each year. The call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of CIGNA HealthCare's member-customers who recently contacted its call centers.
To attain certification, a call center must meet the J.D. Power and Associates' cross-industry customer satisfaction criteria. The criteria used include 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.
"As consumers become more engaged and responsible for their health care, we're raising the bar to respond to their questions and concerns, quickly, knowledgably, effectively and with empathy," said H. Edward Hanway, chairman and chief executive officer of CIGNA Corporation. "Earning the J.D. Power and Associates certification for delivering 'An Outstanding Customer Service Experience' is both an honor and an important affirmation of the progress we're making to become a trusted advisor for our members."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction and help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 290 offices in 38 countries. Sales in 2005 were $6.0 billion. Additional information is available at http://www.mcgraw-hill.com/.
About CIGNA HealthCare
CIGNA HealthCare, headquartered in Bloomfield, CT, provides medical benefits plans, dental coverage, behavioral health coverage, pharmacy benefits and products and services that integrate and analyze information to support consumerism and health advocacy. "CIGNA HealthCare" refers to various operating subsidiaries of CIGNA Corporation . Products and services are provided by these operating subsidiaries and not by CIGNA Corporation.
CIGNA HealthCare
Contact: Joe Mondy of CIGNA HealthCare, +1-860-226-5499,joseph.mondy@cigna.com
Web site: http://www.mcgraw-hill.com/
Web site: http://www.cigna.com/
Company News On-Call: http://www.prnewswire.com/comp/165050.html
Source: PRNewswire-FirstCall
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