PEMCO Insurance call center recognized for excellent performance by J.D. Power and Associates

Study reflects PEMCO's outstanding customer service

12/14/2006

 

​​​SEATTLE – PEMCO Insurance again has been recognized for its commitment to "An Outstanding Customer Service Experience" by J.D. Power and Associates' Call Center Certification program.

J.D. Power and Associates noted that PEMCO delivers outstanding performance, has little improvement to make, and remains one of the highest-performing clients in its certification program.

"We're delighted to receive such elite recognition again this year," said Jon Osterberg, PEMCO spokesperson. "At PEMCO, everything revolves around our customers. Serving them comes first, and this recognition reaffirms our vow to make customer service our competitive advantage."

J.D. Power and Associates' study took place from Oct. 26, 2006 through Nov. 6, 2006. The study surveyed more than 400 random callers who phoned PEMCO's service call center.

The study showed PEMCO's representatives scored highest for the courtesy and concern they extend to callers. It also gave high ratings to timely resolution of problems, a key driver to overall customer satisfaction.

The majority of callers gave PEMCO's customer service representatives the highest overall ratings for factors such as:

  1. Courtesy of the customer service representative(CSR)
  2. Knowledge of PEMCO's service and practices by the CSR
  3. Concern for resolving the customer's questions and/or problem
  4. Usefulness of the information provided by the CSR
  5. Overall service provided by the CSR
  6. Caller's issue being resolved during the surveyed call.

 

"We won't be content with these results," said Osterberg. "We promise to constantly improve our customer service, which is the hallmark of PEMCO's brand."

In 2004, J.D. Power and Associates' Call Center Certification program was launched to help call centers increase efficiency and effectiveness by establishing best practices for handling service calls.

About PEMCO Insurance
PEMCO Insurance, established in 1949, is a Seattle-based provider of auto, home, boat, life, and umbrella insurance to Washington state residents. PEMCO Insurance is sold by community agents throughout the state and through PEMCO offices. For more information, visit www.pemco.com.