Jackson National Life Insurance Company® (Jackson®) has been recognized by The Service Quality Measurement Group, Inc. (SQM)1 for excellence in call center service for the 11th time since 2004. Jackson received a record five awards, including being recognized as one of three finalists for “Contact Center of the Year,” based upon having the greatest combined customer First Call Resolution (FCR) rate and employee overall “very satisfied” rating, the highest possible category. For the first time, Jackson was also awarded “Most Improved Employee Satisfaction.”
In addition, Jackson earned “Highest Customer Service for the Financial Industry,” awarded for the highest FCR in a specific sector and “Contact Center World Class FCR Certification” for achieving a FCR rate of 80 percent or greater for at least three months. The company also received “World Class Employee Satisfaction” for the second time.
“The quality of Jackson’s customer service is a key driver of our success as an organization on many levels,” said James Sopha, president of Jackson. “It goes well beyond simply being responsive and knowledgeable – we strive to provide meaningful support based on a deep understanding of each customer’s needs. I commend our associates for their continued dedication to making every interaction our customers have with Jackson a positive experience.”
Jackson’s FCR numbers are a dramatic 17 percent higher than the industry. “Jackson’s service is industry leading, as evidenced by its world class call center certification by SQM,” said a SQM representative. “Further, Jackson’s customer satisfaction rate was 6 percent higher than the average world class call center, illustrating that Jackson’s service is among the best of the best.”
“Jackson dedicates significant time and resources to training our associates so they can deliver the level of service our customers have come to expect,” said Laura Prieskorn, senior vice president and chief administrative officer for Jackson. “It is fulfilling to see our associates’ enthusiasm for their jobs evident in their customer interactions.”
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. The awards are based on feedback from customers who have used a contact center and employees who work in a contact center. SQM benchmarks more than 500 leading North American contact centers on an annual basis and has been conducting benchmarking studies since 1996. The 2015 awards are based on studies for the period of January 1, 2015 to December 31, 2015.
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 $220.3 billion in IFRS 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) and Jackson National Life Insurance Company of New York® (Home Office: Purchase, New York). Jackson National Life Distributors LLC.
*Jackson has $220.3 billion in total IFRS assets and $207.1 billion in IFRS policy liabilities set aside to pay primarily future policyowner benefits (as of 12/31/15). 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 165 years and has $749.6 billion in assets under management (as of 12/31/15). 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, Contact Center World Class FCR Certification, 2015, Highest Customer Service for Financial Industry, 2004 and 2006-2015, Most Improved Employee Satisfaction, 2015, World Class Employee Satisfaction, 2011, 2015, Contact Center of the Year Finalist, 2015.
Melissa Hernandez, External Communications Manager