Church Mutual service center certified sixth straight year
Church Mutual Insurance Company’s National Customer Service Center (NCSC) has been recertified as a Center of Excellence by BenchmarkPortal.
This marks the sixth consecutive year Church Mutual has earned the prestigious honor. Church Mutual is one of only 93 service centers in the entire country to hold the certification, including two in Wisconsin.
“A contact center that seeks and achieves the Center of Excellence certification from us demonstrates a noteworthy commitment to service excellence,” said BenchmarkPortal CEO Bruce Belfiore. “The obvious beneficiaries of this commitment are your customers and employees.”
The recertification followed an intensive review by BenchmarkPortal. To earn the Certified Center of Excellence designation, call centers are measured on 22 key performance indicators and must also undergo audits conducted and verified by BenchmarkPortal researchers.
“The NCSC does a great job of responding to our 90,000-plus customers when they have questions about their property and casualty insurance,” Church Mutual CEO Mike Ravn said. “Complicated and uncomplicated issues are effectively resolved in a timely manner.”
Among the NCSC’s impressive numbers:
• It handles approximately 478,000 calls per year.
• Its average speed of answer of 13.57 seconds is more than twice as fast as the property and casualty insurance industry average (33.29 seconds).
• Showing its versatility, it handles 161,200 emails annually, again exceeding the industry average of 60,998.
Only about 10 percent of all service centers that begin the certification process meet the standards necessary to earn Certified Center of Excellence status.
“Maintaining this certification for six years has been a source of extreme pride for our employees,” Church Mutual Commercial Lines Operations Manager Jon Smith said. “Because we are a mutual company, our customers are our owners. This proves that we treat them as such each and every day.”
Church Mutual is the leading insurer of religious institutions in the United States with more than twice the number of its nearest competitor.