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J.D. Power and Associates has recognized Farmers Insurance Group HelpPoint claims call-center

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J.D. Power and Associates has recognized Farmers Insurance Group HelpPoint claims call-center

J.D. Power and Associates has recognized Farmers Insurance Group HelpPoint claims call-center

As of 2006, Farmers Insurance Group HelpPoint claims call center was acknowledged once again by J.D. Power and Associates, for the incomparable standard of call-centre customer service that the merchant has been offering to its customers to make them absolutely satisfied. Farmers Insurance Group was the first among the entire casualty and property insurance industry of the country that received this privileged certification form J.D. Power and Associates. This recognition has helped the merchant to maintain its quality of customer services as well as claims management services that it has been providing to enormous customers since the inception of the call center.

There are three branches of Farmers Insurance Group HelpPoint claims call center; in Caledonia, Michigan, Oklahoma City, Oklahoma and Olathe, Kansas. Every year, these three help centers altogether manage almost 5 million First Notice of Loss calls made by the customers connected to Farmers Auto Insurance and Farmers Home Insurance. These are the first contact centers where the customers can contact initially for their entire claim related issues.

Considering the clients who made contact with HelpPoint claims call center for their claims; J.D. Power and Associates has performed a research. According to their cross-business client satisfaction survey agenda, a company should execute at least within top 20% of customer-care service to get certified.

Farmers has passed this precise method of certification with merit and that has helped the company to sustain its commitment towards the unparallel standard of customer service that the company has been affording for years, efficiently and flawlessly. Most of the customers contacted FIG HelpPoint for their claims issues, gave positive feedback for the outstanding courteousness and apprehensions; the customer care staffs of Farmers showed to them to serve their claim related affairs, quickly and conveniently.

Certification offered by J.D. Power and Associates is valid for 12 months. The merchant contemplates some criteria while continuing the survey to certify any company includes

  • Politeness and courteousness shown by the CSA or Claims Service Associates of the respective companies.
  • Their eagerness to listen to the questions asked by each and every customer and their efforts and concerns to solve their problems.
  • Comprehension of the CSA.
  • Significance of the facts and figures provided by the Claims Service Associates.
  • Ease of connectivity to the Service Associates.
  • Convenience of the hours during which the CSA are available.
  • Promptness of the services that the customers deserve to get from the Claims Associates.

The Director of the Farmers Insurance Group HelpPoint expressed his happiness to get certified by J.D. Power & Associates, once again. He has added that it is the indication of the fruitful training session they continued to train their call center executive. He also said that they are quite proud for developing such a sturdy industry leading curriculum.

J.D. Power and Associates launched this innovative Call Center Certification program in 2004. The company introduced this program in order to assess the level of customer satisfaction provided by the call centers in several industries of the countries as well as to boost up the call centers to raise their efficacy level and expertise to manage service calls to serve the clients, the best possible way.

PTMA or Professional Tele-services Management Association recognized the HelpPoint claims call center as Call Center of the Year, for the fiscal year of 2002 to 2003. Moreover, the same management association recognized the merchant as Outstanding Training Department in 2002.

J.D. Power and Associates has recognized Farmers Insurance Group HelpPoint claims call-center CLICK HERE FOR INSTANT FREE MEDICAL INSURANCE QUOTES


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