About Church Mutual

A Certified Center of Excellence

Church Mutual's National Customer Service Center (NCSC) has been named a Certified Center of Excellence by BenchmarkPortal and The Center for Customer-Driven Quality^TM founded at Purdue University.

The NCSC, which has 85 employees and became fully staffed in October of 2007, had to surpass rigorous testing standards of efficiency and effectiveness to achieve the prestigious designation:

• The NCSC has an average speed of answer of 13.11 seconds--more than twice as fast as the property casualty insurance industry average (29.31 seconds).
• The NCSC's resolution of problems on the first call is 99 percent, surpassing the industry average of 83.5 percent.
• A caller satisfaction survey revealed that 97.9 percent of customers are either "very satisfied" or "satisfied” with the NCSC's service.
• The NCSC's 4.58 calls per hour per customer service representative are under the industry average of 6.25, meaning the staff has more time to spend with each customer.

The Purdue University Center for Customer-Driven Quality gives the Center of Excellence Award to customer service call centers that rank in the top 10 percent of the 20,000 call centers studied regarding a balanced scorecard of being both efficient and effective.

BenchmarkPortal team members do on-site visits to verify the center's key performance indicators and compare that data to data from other peer organizations.

For more information, visit www.benchmarkportal.com.

Our National Customer Service Center provides service to most Church Mutual customers in all states except Arizona, California, Hawaii, Idaho (independent agency customers), Montana, and Nevada. In these states, customer service is provided by your insurance agency.