Church Mutual Insurance Company’s National Customer Service Center (NCSC) has been recertified as a Center of Excellence by BenchmarkPortal and The Center for Customer-Driven Quality™ founded at Purdue University.
This marks the fourth consecutive year Church Mutual has earned the prestigious honor. It is one of only 66 service centers in the entire country to hold the certification. The only other Wisconsin-based company certified is Delta Dental of Wisconsin.
The recertification followed a rigorous review by BenchmarkPortal. To earn the Certified Center of Excellence designation, call centers must undergo intensive audits conducted and verified by BenchmarkPortal researchers on 22 key performance indicators. Those numbers are then compared with data from other peer organizations.
“The NCSC continues to improve upon its industry-leading interaction with our customers,” Church Mutual President and CEO Mike Ravn said. “It is accomplishing that despite handling more calls with fewer people each year.”
Among the NCSC’s impressive numbers:
•It supports more than 85,000 of the company’s customers in all but five states, handling approximately 500,000 calls per year.
•Its average speed of answer of 11.8 seconds is more than twice as fast as the property/casualty insurance industry average (24.49 seconds).
•Resolution of problems on the first call is 94.7 percent, exceeding the industry average of 89.17 percent.
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 is of paramount importance and a source of tremendous pride for us,” Church Mutual National Customer Service Center Manager Jon Smith said. “It could not be accomplished year-in and year-out without an exceptional level of teamwork between my supervisors and employees.”
Church Mutual is the leading insurer of religious institutions in the United States with more than twice the number of its nearest competitor.