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Allianz Life Receives Center of Excellence Award

Allianz Life Insurance Company of North America (Allianz Life) announced today that the customer service center for its individual insurance group has been recognized as a Center of Excellence by BenchmarkPortal in conjunction with Purdue University’s Center for Customer-Driven Quality.

MINNEAPOLIS, Minn. (January 27, 2005) -- Allianz Life Insurance Company of North America (Allianz Life) announced today that the customer service center for its individual insurance group has been recognized as a Center of Excellence by BenchmarkPortal in conjunction with Purdue University's Center for Customer-Driven Quality. The award is given to customer service call centers that rank in the top ten percent of the 20,000 call centers that have been studied for effectiveness and efficiency.

The internal sales team section of the call center ranked number one as compared to 19 peer organizations and the client services team ranked third compared to thirty of its peers. "We have always been committed to providing the best client service possible," said Denny Rozeboom, Senior Vice President of Agent and Client Services at Allianz Life. "Receiving this recognition from the foremost expert on call centers reaffirms our long standing dedication to our customers." Allianz Life received this recognition as a result of meeting and surpassing a set of rigorous standards developed by Purdue's Center for Customer-Driven Quality along with BenchmarkPortal. A series of on-site visits verified Allianz Life's key performance indicators and the data was compared to peer financial service organizations. "Being a Center of Excellence is such a distinction because it is based on best-practice metrics drawn from the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world," said Dr. Jon Anton of Purdue University's Center for Customer-Driven Quality. "This achievement confirms a call center's ability to deliver service that is both efficient and effective and the obvious beneficiaries of this commitment are the center's customers, employees, and shareholders."

About Allianz Life Allianz Life Insurance Company of North America (Allianz Life) is a leading provider of fixed and variable annuities, life policies, and long term care products in the U.S. Allianz Life is also a major provider of health excess of loss services and offers the LifeTracSM Network. Allianz Life is one of the primary companies of the Allianz Group - the 11th largest corporation in the world (Fortune, July 2004). Allianz Group is represented with 700 subsidiaries in over 70 countries around the globe, and employs 180,000 people worldwide. Founded in 1896, Allianz Life is based in Minneapolis, Minnesota. For additional information contact: Brett J. Weinberg (763) 765-7783 Brett_Weinberg@allianzlife.com

About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com For additional information contact: Susan Hampton BenchmarkPortal, Inc. SusanHampton@BenchmarkPortal.com

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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