Jackson National Life Insurance Company® (Jackson®)
has been awarded with “Call Center World Class Call Certification” and
“Highest Customer Service for the Financial Industry” for the 10th time
by The Service Quality Measurement Group, Inc. (SQM)1. In
addition, Jackson received its first “Highest Customer Service for the
B2B Industry” award2, which is based on the highest “First
Call Resolution” rate among all B2B industries, including financial,
health insurance, telecommunications, utilities, credit card, retail and
help desk companies.
“Jackson’s Service Center is a primary point of communication for
financial professionals and our more than four million contract-holders
nationwide,” said James Sopha, president of Jackson. “We understand the
value in providing timely and thorough information, and continue to
enhance our technology capabilities to offer the best possible support
to our Customer Service professionals. Our professionals work tirelessly
to deliver quality customer care, and I am pleased that they have again
been recognized for their dedication to excellence.”
SQM benchmarked more than 500 leading North American call centers from
January 1, 2014 to December 31, 2014. For the Call Center Certification
Program, SQM surveys a minimum of 800 customers within two business days
of their call to the call center to gauge their service experience.
According to SQM, to achieve Call Center World Class Call Certification,
80 percent or more of the calls must be at the “world class level” for
at least three months.
SQM’s criteria are based on the customer’s satisfaction with his or her
service experience and customer service representative, as well as the
resolution of the call. On average, 75 percent of calls received in the
financial industry receive the highest possible Call Center Satisfaction
score; Jackson far exceeded this average with 92 percent of calls
receiving the highest possible score. Additionally, Jackson’s service
representatives were able to resolve 86 percent of issues in one call,
which is markedly higher than the financial industry average of 72
percent.
About Jackson
Jackson is a leading provider of retirement solutions for industry
professionals and their clients. The company offers a diverse range of
products including variable, fixed and fixed index annuities designed
for tax-efficient accumulation and distribution of retirement income for
retail customers, and fixed income products for institutional investors.
Jackson subsidiaries and affiliates provide specialized asset management
and retail brokerage services. With $212.2 billion in assets*, Jackson
prides itself on product innovation, sound corporate risk management
practices and strategic technology initiatives. Focused on thought
leadership and education, the company develops proprietary research,
industry insights and financial representative training on retirement
planning and alternative investment strategies. Jackson is also
dedicated to corporate social responsibility and supports charities
focused on helping children and seniors in the communities where its
employees live and work. For more information, visit www.jackson.com.
Jackson is the marketing name for Jackson National Life Insurance
Company (Home Office: Lansing, Michigan), Jackson National Life
Insurance Company of New York® (Home Office: Purchase, New
York) and Jackson National Life Distributors LLC.
*Jackson has $212.2 billion in total IFRS assets and $198.7 billion in
IFRS policy liabilities set aside to pay primarily future policyowner
benefits (as of 12/31/14). International Financial Reporting Standards
(IFRS) is a principles-based set of international accounting standards
for reporting financial information. IFRS is issued by the International
Accounting Standards Board in an effort to increase global comparability
of financial statements and results. IFRS is used by Jackson's parent
company.
Jackson National Life Insurance Company is an indirect subsidiary of
Prudential plc, a company incorporated in England and Wales. Prudential
plc and its affiliated companies constitute one of the world's leading
financial services groups. It has been in existence for over 160 years
and has $773.3 billion in assets under management (as of 12/31/14).
Prudential plc is not affiliated in any manner with Prudential
Financial, Inc., a company whose principal place of business is in the
United States of America.
1 SQM, Call Center World Class Call Certification, 2004 and
2006-2014; Highest Customer Service for Financial Industry, 2004 and
2006-2014
2 SQM, Highest Customer Service for the B2B Industry, 2014
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