MassMutual Call Centers, Representative Capture Awards for Best Client Service in World

Dec 09, 2010, 14:01 ET from MassMutual

SPRINGFIELD, Mass., Dec. 9, 2010 /PRNewswire/ -- Massachusetts Mutual Life Insurance Co. (MassMutual) captured silver in Contact Center World's 2010 Best Contact Center in the World. Danielle Baker, in MassMutual's Retirement Services Call Center, also was awarded a bronze medal for Best Customer Service Agent in the World. Baker and MassMutual were selected from among delegates and presenters from 30 nations around the world.  

"Retirement is a very personal and often times emotional subject, so when I take calls from a plan participant, I always remember that I am talking to a real person about his future," explained Danielle Baker, bronze medal winner ranked 3rd in the world in the best customer service agent category. "It's so important that I am empathetic and at the same time provide accurate and complete information, so they can make the best decision about their retirement." To hear Baker describe her service philosophy, click here or visit

MassMutual has a history of leadership in delivering superior customer service. Earlier in the year, MassMutual and Baker were recognized by Contact Center World as a top performer in delivering outstanding customer service in the Americas, and last year the company was awarded the gold medal for the Best Recruitment Campaign in the world. MassMutual also has earned the MarketTools Customer Sat ACE Award for the past two years as well as multiple Best in Class awards from the International Quality and Productivity Center. Click here to learn more about MassMutual's recognition for service excellence from Gordon Pullan, assistant vice president of the Participant Information Center, MassMutual's Retirement Services division.

The 2010 Contact Center World's Best in the World Awards were announced at the global best practices conference 'Top Ranking Performers in the Contact Center World' that took place earlier this month.

"We know that our call centers are the 'voice of MassMutual,' and earning a silver award for the Best Contact Center in the World is a testament to our commitment to delivering world-class service to our policyholders and the agents and representatives who serve their needs," said Mike Fanning, executive vice president of MassMutual's U.S. Insurance Group. Click here to watch Fanning talk about the key role MassMutual's service organization plays in the customer experience.

"We work to achieve excellence in our call centers every day, striving for one-call resolution for policyholders and our distribution partners, all with the goal of making it easy to do business with MassMutual," said Sylena Echevarria, assistant vice president of MassMutual's U.S. Insurance Group Customer Service Centers. Click here to listen to Echevarria describe the secret to MassMutual's top-notch service.

MassMutual's combined customer service call centers serve insurance policyholders, sales and distribution professionals, as well as institutional retirement plan sponsors and participants.

"With the ever-increasing focus on the importance of planning and saving for retirement, our customers value the help they receive from our Retirement Services call center associates more than ever," stated Elaine Sarsynski, executive vice president of MassMutual's Retirement Services Division and chairman and CEO of MassMutual International LLC. "We take enormous pride in delivering personalized, meaningful assistance to our retirement plan participants, so they can prepare for a successful retirement."  To see Sarsynski describe the importance of the service organization to the Retirement Services business, click here.

"I was impressed by all the presentations in this category, but MassMutual has developed and continues to improve on one of the top Contact Centers in the world," said Raj Wadhwani, president of ContactCenterWorld. "To be named best in the world for mid-sized in-house contact centers is a significant feat, and we congratulate the entire team at MassMutual for their outstanding achievement."

For more information about MassMutual products and services, visit For more news about MassMutual visit

About MassMutual

Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders.  The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term.

MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) [of which Retirement Services is a division] and its affiliated companies and sales representatives. MassMutual is headquartered in Springfield, Massachusetts and its major affiliates include: Babson Capital Management LLC; Baring Asset Management Limited; Cornerstone Real Estate Advisers LLC; The First Mercantile Trust Company; MassMutual International LLC; MML Investors Services, Inc., member FINRA and SIPC; OppenheimerFunds, Inc.; and The MassMutual Trust Company, FSB.

For more information, visit

About ContactCenterWorld

ContactCenterWorld ( is a conference, research and online magazine for the contact center industry and serves as a resource for contact center professionals around the world. has more than 120,000 corporate members worldwide and draws more than 7,500 unique visitors per day.


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SOURCE MassMutual