Center of Excellence
Church Mutual's National Customer Service Center (NCSC) has been recertified a Center of Excellence by BenchmarkPortal.
This is the eighth consecutive year the center has been certified.
Church Mutual's service center also has been named a Top 10 Small Center for 2014 by BenchmarkPortal! A "small center" is one having fewer than 100 full-time staff members.
The Wisconsin-based service center, which has more than 80 employees and became fully staffed in October of 2007, had to surpass rigorous testing standards of efficiency and effectiveness to retain the prestigious designation:
- The NCSC has an average speed of answer of 10.50 seconds — more than twice as fast as the property and casualty insurance industry average (32.32 seconds).
- The NCSC has a top box customer satisfaction score of 79.25 percent - almost 10 percent above the property and casualty insurance industry average (69.27 percent).
BenchmarkPortal gives the Center of Excellence Award to customer service call centers that rank in the top 10 percent of the 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 California, Hawaii, Montana and Nevada. In these states, customer service is provided by your insurance agency.