METLIFE AUTO & HOME® AGENT AND BROKER CUSTOMER SOLUTIONS CENTER RECEIVES FIRST-EVER J.D. POWER CERTIFICATION FOR CUSTOMER SERVICE
Designation places customer solutions center in top 20 percent across industries
NEW YORK, February 22, 2018
MetLife, Inc. (NYSE: MET) today announced that its MetLife Auto & Home agent and broker customer solutions center received its first-ever J.D. Power certification for providing “An Outstanding Customer Service Experience” for the live phone channel1.
The certification places the MetLife Auto & Home agent and broker customer solutions center in the top 20 percent of contact centers across all industries. The customer solutions center received this designation after successful completion of an audit that measured each stage of the customer service experience against industry benchmarks.
“This designation is an important step in our journey to become a top-quartile customer solutions center, by any measure, regardless of industry,” said Kristine Poznanski, head of MetLife’s Global Customer Solutions group. “It underscores our focus on putting customers, agents and brokers first, and our employees’ deep commitment to delivering a differentiated customer experience.”
The MetLife Auto & Home agent and broker customer solutions center certification is the third certification MetLife has received for its customer solutions centers after its Retirement & Income Solutions customer solutions center received the designation in 2016 and 2017.
“Today’s agents and brokers expect a simplified experience that enables them to more efficiently meet their customers’ needs,” said Kishore Ponnavolu, president of MetLife Auto & Home. “Receiving this certification confirms that our efforts to improve our service are succeeding in the marketplace.”
The audit conducted by J.D. Power identified several areas of strength for the MetLife Auto & Home agent and broker customer solutions center, including caller effort, efficiency in meeting caller needs, and the ease of working with automated phone menus and customer service representatives.
The J.D. Power Certified Contact Center ProgramSM measures eligible call centers for effectiveness in the areas of recruiting, training, employee incentives, quality assurance capabilities and management roles and responsibilities.
About MetLife Auto & Home
MetLife Auto & Home is one of the nation’s leading personal lines insurance groups, insuring nearly 4 million autos and homes, and is affiliated with MetLife. For more information, visit www.metlife.com.
About MetLife
MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates ("MetLife"), is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. For more information, visit www.metlife.com.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
1J.D. Power 2017 Certified Contact Center Program recognition is based on successful completion of an audit and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/ccc.
MetLife Auto & Home is a brand of Metropolitan Property and Casualty Insurance Company and its affiliates, Warwick, R.I.