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ARAG RECOGNIZED AS CENTER OF EXCELLENCE FOR CUSTOMER SERVICE

Knowledgeable, Experienced Customer Care Team Provides Best in Class Service

DES MOINES, Iowa – October 29, 2008 – In recognition of the company’s outstanding customer service, ARAG®, a global leader of legal insurance, has for the second consecutive year earned certification as a Center of Excellence from BenchmarkPortal.

 

ARAG’s Customer Care team performed well when evaluated against key metrics for efficiency and effectiveness in interacting with customers, according to Benchmark Portal, which is a leading source for customer relationship management information and best practices and is part of The Center for Customer-Driven QualityTM at Purdue University.

ARAG’s results were benchmarked against peers and the BenchmarkPortal database of more than 50,000 companies. Only five to seven percent of companies that apply and undergo a rigorous assessment review achieve the overall performance results that are required for certification and an even smaller percentage of companies receive certification for consecutive years. ARAG also earned certification as a Center of Excellence in 2007. ARAG President and Chief Executive Officer Cameron Sutton said, “Our knowledgeable and experienced Customer Care team provides best in class service: helping America’s multi-generational workforce meet everyday legal needs and deal with life changing financial and legal events that can affect their personal and work lives.” Sutton noted that an ARAG-commissioned study, released in early 2008, reported seven out of 10 full-time employees were impacted by personal financial, family, home or automobile-related legal woes during a 12-month period.

 

ARAG (www.ARAGgroup.com), a global leader of legal insurance, has an international premium base of $1.75 billion and protects 15 million individuals and their families – worldwide. ARAG offers comprehensive legal plans that provide a clear path for resolving legal issues. This enables people to protect their families, finances and futures.

 

Media Contact: Terry Birdwell Manager, Corporate Communications & Public Relations 800-888-4184, X 271 515-237-0271 (direct) terry.birdwell@ARAGgroup.com www.ARAGgroup.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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