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.
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
Melissa Hernandez, 303-224-7572
External Communications Manager