J.D. Power and Associates Recognizes Liberty Mutual Insurance Service Call Centers for Customer Service Excellence

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Jan 24, 2012, 09:45 ET

BOSTON, Jan. 24, 2012 /PRNewswire/ -- Liberty Mutual Insurance's service call centers have again been recognized for call center customer service excellence under the J.D. Power and Associates Certified Call Center Program(SM). Liberty Mutual, the nation's eighth-largest provider of auto and home insurance, is one of a select few property and casualty insurers to have its service call centers certified for providing "An Outstanding Customer Service Experience" under the program.

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"This prestigious honor demonstrates that 'customer service excellence' is more than a Liberty Mutual business goal, it's a daily operational reality," said Tim Sweeney, Liberty Mutual Insurance president, Personal Markets. "In an intensely competitive industry, our success largely depends on delighting our customers, and each day our call center professionals live up to that responsibility."

To receive the certification, Liberty Mutual passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. J.D. Power and Associates also conducted a random survey of callers who recently contacted the Liberty Mutual call centers. Call centers must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research. Among the results, customers gave Liberty Mutual high scores for representatives' courtesy, knowledge, concern, timeliness in resolving a problem or question, and overall service.

Liberty Mutual's customer service representatives handle more than 12.6 million calls from auto and home insurance customers countrywide each year, ranging from policy updates and changes to questions about insurance products and coverage. This includes 6.5 million calls handled by nearly 1,000 employees in Liberty Mutual's five personal lines call center operations – Phoenix, Tampa, Mishawaka, Ind., New Castle, Pa., and Springfield, Mass. – and approximately 6.1 million service calls handled by nearly 1,300 employees in more than 350 local offices in the U.S.

About Liberty Mutual Insurance

"Helping people live safer, more secure lives" since 1912, Boston-based Liberty Mutual Insurance is a diversified global insurer and the third largest property and casualty insurer in the U.S. based on A.M. Best Company's report of 2010 net written premium. Liberty Mutual Insurance also ranks 82nd on the Fortune 500 list of largest U.S. corporations, based on 2010 revenue. The company has over 45,000 employees located in more than 900 offices throughout the world.

The eighth-largest auto and home insurer in the U.S., Liberty Mutual Insurance (www.libertymutualinsurance.com) sells full lines of coverage for automobile, homeowners, valuable possessions, personal liability, and individual life insurance. The company is an industry leader in affinity partnerships, offering car and home insurance to employees and members of more than 13,500 companies, credit unions, professional associations and alumni groups.