Aflac Contact Service Center Operations Achieves J.D. Power Certification

Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience

Jan 11, 2016, 08:00 ET from Aflac

COLUMBUS, Ga., Jan. 11, 2016 /PRNewswire/ -- Aflac, the leading provider of voluntary insurance at the work site in the United States, announced today that the company's contact center operations has achieved J.D. Power certification for providing an outstanding live phone channel customer service experience under the J.D. Power 2015 Certified Contact Center Program.SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Aflac's contact center operations to provide "An Outstanding Customer Service Experience," according to J.D. Power.

"As a founding principle of Aflac, we value our customers above anything else," said Aflac U.S. President Teresa White. "We are both honored and pleased that our contact center program has been certified for customer service excellence by J.D. Power. We see this as the ultimate recognition of our efforts."

To become certified, the contact center successfully passed a detailed audit of more than 100 practices encompassing their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of Aflac customers who recently interacted with its contact centers in Columbus, Georgia, and Omaha, Nebraska.

According to J.D. Power, this achievement demonstrates Aflac's commitment to providing an outstanding customer experience to their clients when they contact Aflac through the live phone channel.

To achieve Certification Status:

  • A contact center must perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power's cross-industry customer satisfaction research.
  • The evaluation criteria include the customer service representatives' courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
  • The experience with the automated phone system is evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

About Aflac:
When a policyholder gets sick or hurt, Aflac pays cash benefits fast. For six decades, Aflac insurance policies have given policyholders the opportunity to focus on recovery, not financial stress. In the United States, Aflac is the leading provider of voluntary insurance at the work site. Through its trailblazing One Day PaySM initiative, Aflac U.S. can receive, process, approve and disburse payment for eligible claims in one business day. In Japan, Aflac is a leading provider of medical and cancer insurance and insures 1 in 4 households. Aflac individual and group insurance products help provide protection to more than 50 million people worldwide. For nine consecutive years, Aflac has been recognized by Ethisphere magazine as one of the World's Most Ethical Companies. In 2015, Fortune magazine recognized Aflac as one of the 100 Best Companies to Work For in America for the 17th consecutive year. Also, in 2015, Fortune magazine included Aflac on its list of Most Admired Companies for the 14th time, ranking the company No. 1 in innovation for the insurance, life and health category. Aflac Incorporated is a Fortune 500 company listed on the New York Stock Exchange under the symbol AFL. To find out more about Aflac and One Day PaySM, visit or

About J.D. Power
About McGraw Hill Financial 

Aflac herein means American Family Life Assurance Company of Columbus and American Family Life Assurance Company of New York.

Media contacts: Aflac – Jon Sullivan, 706.763.4813 or
J.D. Power – John Tews; 248-680-6218;

Aflac analyst and investor contact – Robin Y. Wilkey, 706.596.3264 or 800.235.2667, FAX: 706.324.6330, or

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