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MetLife’s Customer Sales & Service Group Honored for the Fourth Consecutive Year with the Center of Excellence Certification

New York, October 10, 2008 – MetLife, Inc. announced today that its Customer Sales & Service Group has, for the fourth consecutive year, earned the prestigious designation of “Certified Center of Excellence” by Purdue University's Center for Customer-Driven Quality in conjunction with BenchmarkPortal, a national benchmarking firm. Only the top ten percent of contact centers that apply for certification earn the designation, and MetLife is among only three winning centers to have earned this certification four years in a row.

 

Call centers compete in 28 categories and are evaluated on their ability to exceed rigorous statistical standards in comparison to their industry peers. MetLife outperformed the industry in 18 categories and improved over its 2007 ratings in 12 categories. MetLife’s Customer Sales & Service Group values improvement and works hard to successfully strengthen its position every year.

 

“In 2008, MetLife accomplished an outstanding achievement by becoming one of an elite few that have successfully achieved the status of a Certified Center of Excellence for four consecutive years,” said Kamál Webb, director of Benchmarking Practices, Center for Customer-Driven Quality. “Such an achievement hallmarks management’s commitment and dedication to success and their pursuit of call center best practices and improvement initiatives.”

 

This certification demonstrates that MetLife’s Customer Sales & Service Group’s overall results stand out as best-in-class in its industry. With a goal of increasing efficiency and effectiveness while maintaining customer and associate focus, the Customer Sales & Service Group delivers superior customer service, fosters existing customer relationships, and provides an opportunity to attract new customers.

 

“This unprecedented accomplishment reflects the efforts of every associate and reiterates our unwavering commitment to our customers,” said Karen Hemenway, vice president, Customer Sales & Service Group, MetLife. “Through our involvement in this program, we find areas for improvement and grow stronger every year. We are thrilled to be exceeding industry benchmark results and affirming our value to the MetLife brand by providing a competitive advantage.”

 

About MetLife

 

Celebrating 140 years, MetLife is a subsidiary of MetLife, Inc. (NYSE: MET), a leading provider of insurance and financial services with operations throughout the United States and the Latin America, Europe and Asia Pacific regions. Through its domestic and international subsidiaries and affiliates, MetLife, Inc. reaches more than 70 million customers around the world and MetLife is the largest life insurer in the United States (based on life insurance in-force). The MetLife companies offer life insurance, annuities, auto and home insurance, retail banking and other financial services to individuals, as well as group insurance and retirement & savings products and services to corporations and other institutions. For more information, please visit www.metlife.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."
ARAG GROUP

 

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