The Service Quality Measurement Group, Inc. (SQM) has again awarded Jackson National Life Insurance Company® (Jackson®) with “Call Center World Class Call Certification” for 2013. Jackson also received the “Highest Customer Service by Industry” award, achieving the top rating for the financial industry.1 The awards mark the ninth year Jackson has been recognized for its customer service performance in both of these categories.2
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. While the financial services industry averages 76 percent of calls receiving the highest possible score, Jackson far exceeded the minimum with 90 percent. Additionally, Jackson’s service representatives were able to resolve 87 percent of issues in one call, which is markedly higher than the industry average of 74 percent.
“With more than 4 million customers, our Service Center is a critical part of the Jackson experience,” said James Sopha, chief operating officer of Jackson. “Jackson is proud to be recognized for its proven commitment to serving the diverse needs of contract-holders and financial professionals. We are able to answer questions quickly and thoroughly utilizing Jackson’s Genius System — our proprietary technology — which enables our associates to filter in real time through the tens of thousands of different policies, features and benefit combinations we offer.”
Built in-house, the Genius system is an internal, digital reference guide that produces contract-specific information for Service Center associates. The system allows associates to expertly discuss product features pertinent to each customer’s Jackson contract. Genius quickly compiles and “pushes” details to associates within seconds, including different benefit options and state variations, providing the correct information in an easy-to-understand format.
SQM benchmarked more than 450 leading North American call centers from January 1, 2013 to December 13, 2013. 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.
About Jackson National Life Insurance Company
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 $173.6 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 $173.6 billion in total IFRS assets and $161.2 billion in IFRS policy liabilities primarily set aside to pay future policyowner benefits as of June 30, 2013. International Financial Reporting (IFRS) is a principles-based set of international accounting standards indicating how transactions and other events should be reported in financial statements. 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 165 years and has $648.2 billion in assets under management as of June 30, 2013. 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 Service Quality Management, Highest Customer Service by Industry – Financial, 2004 and 2006-2013
2 Service Quality Management, Call Center World Class Call Certification, 2004 and 2006-2013
Melissa Hernandez, Senior Media Relations Specialist