Church Mutual service center earns Top 10 ranking
Church Mutual Insurance Company’s National Customer Service Center (NCSC) has been ranked among the top 10 in the nation by BenchmarkPortal.
Each year, Benchmark holds a Top 100 Call Centers Competition. Church Mutual was ranked between 4 and 10 in the Tier 1 (5-100 full-time employees) grouping.
This was an incremental step up for Church Mutual, which was ranked among the top 25 in the nation in last year’s contest, which evaluates key metrics against industry peers.
The competition drew more than 500 submissions from the United States and Canada.
“Church Mutual’s placement among the top 10 is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance,” said Benchmark CEO Bruce Belfiore. “This award shows that they rank among the top performers in their size category in North America.”
Named a Center of Excellence for six years in a row, Church Mutual is among only 20 companies in history to have accomplished that feat. Church Mutual is one of only 93 service centers in the entire country to hold the certification, including two in Wisconsin.
Among the NCSC’s impressive numbers:
• It supports more than 90,000 of the company’s customers in all but five states, handling 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.
Church Mutual is the leading insurer of religious institutions in the United States with more than twice the number of its nearest competitor.