Jackson’s Service Center Awarded Highest Customer Service – Financial Industry for 13th Consecutive Year
Jackson National Life Insurance, subsidiary of Jackson Financial (NYSE: JXN), has received the 'Highest Customer Service – Financial Industry' award in 2024 from Service Quality Measurement Group (SQM) for the 13th consecutive year. The company achieved the highest first-call resolution rating in the market.
Jackson also earned the 'Highest Customer Service – Business to Business (B2B) Industry' award and was named a finalist for Call Center of the Year. The company received Call Center World Class First Call Resolution Certification for maintaining an 80% or higher rate of resolving customer issues on first contact.
SQM's recognition is based on call center customer feedback, measuring satisfaction with service representatives and call resolution. The organization benchmarks over 500 North American contact centers annually, with the 2024 awards based on studies conducted throughout the year.
Jackson National Life Insurance, filiale di Jackson Financial (NYSE: JXN), ha ricevuto il premio 'Servizio Clienti Migliore – Settore Finanziario' nel 2024 dal Service Quality Measurement Group (SQM) per il 13° anno consecutivo. L'azienda ha ottenuto il punteggio più alto per la risoluzione al primo contatto nel mercato.
Jackson ha anche ricevuto il premio 'Servizio Clienti Migliore – Settore Business to Business (B2B)' ed è stata nominata finalista per il Call Center dell'Anno. L'azienda ha ottenuto la Certificazione di Risoluzione al Primo Contatto di Classe Mondiale per aver mantenuto un tasso di risoluzione dei problemi dei clienti del 80% o superiore al primo contatto.
Il riconoscimento di SQM si basa sul feedback dei clienti dei call center, misurando la soddisfazione nei confronti dei rappresentanti del servizio e della risoluzione delle chiamate. L'organizzazione confronta oltre 500 call center nordamericani ogni anno, con i premi del 2024 basati su studi condotti durante l'anno.
Jackson National Life Insurance, subsidiaria de Jackson Financial (NYSE: JXN), ha recibido el premio 'Mejor Servicio al Cliente – Industria Financiera' en 2024 del Service Quality Measurement Group (SQM) por 13º año consecutivo. La empresa logró la calificación más alta de resolución en la primera llamada en el mercado.
Jackson también obtuvo el premio 'Mejor Servicio al Cliente – Industria de Negocios a Negocios (B2B)' y fue nombrada finalista para el Call Center del Año. La empresa recibió la Certificación de Resolución de Primera Llamada de Clase Mundial por mantener una tasa de resolución de problemas del cliente del 80% o más en el primer contacto.
El reconocimiento de SQM se basa en la retroalimentación de los clientes de los call centers, midiendo la satisfacción con los representantes de servicio y la resolución de llamadas. La organización compara más de 500 centros de contacto en América del Norte anualmente, con los premios de 2024 basados en estudios realizados a lo largo del año.
잭슨 내셔널 생명보험(Jackson National Life Insurance)은 잭슨 파이낸셜(Jackson Financial)(NYSE: JXN)의 자회사로, 2024년 서비스 품질 측정 그룹(SQM)으로부터 '최고 고객 서비스 – 금융 산업' 상을 13년 연속으로 수상했습니다. 이 회사는 시장에서 최초 호출 해결 등급이 가장 높았습니다.
잭슨은 또한 '최고 고객 서비스 – 기업 간(B2B) 산업' 상을 수상했으며, 올해의 콜센터 최종 후보로 선정되었습니다. 이 회사는 고객 문제를 최초 접촉 시 80% 이상의 비율로 해결하여 세계적 수준의 최초 호출 해결 인증을 받았습니다.
SQM의 인정은 콜센터 고객 피드백을 기반으로 하며, 서비스 담당자와 호출 해결에 대한 만족도를 측정합니다. 이 조직은 매년 500개 이상의 북미 연락 센터를 벤치마킹하며, 2024년 상은 연중 실시된 연구를 바탕으로 합니다.
Jackson National Life Insurance, filiale de Jackson Financial (NYSE: JXN), a reçu en 2024 le prix 'Meilleur Service Client – Industrie Financière' du Service Quality Measurement Group (SQM) pour la 13e année consécutive. L'entreprise a obtenu la meilleure note de résolution au premier appel sur le marché.
Jackson a également remporté le prix 'Meilleur Service Client – Industrie Business to Business (B2B)' et a été désignée finaliste pour le Centre d'Appels de l'Année. L'entreprise a reçu la Certification de Résolution au Premier Appel de Classe Mondiale pour avoir maintenu un taux de résolution des problèmes des clients de 80 % ou plus lors du premier contact.
La reconnaissance de SQM est basée sur les retours des clients des centres d'appels, mesurant la satisfaction à l'égard des représentants du service et de la résolution des appels. L'organisation évalue chaque année plus de 500 centres de contact nord-américains, les prix de 2024 étant basés sur des études menées tout au long de l'année.
Jackson National Life Insurance, eine Tochtergesellschaft von Jackson Financial (NYSE: JXN), hat im Jahr 2024 zum 13. Mal in Folge den Preis für 'Höchsten Kundenservice – Finanzindustrie' von der Service Quality Measurement Group (SQM) erhalten. Das Unternehmen erzielte die höchste Erstkontaktlösungsquote auf dem Markt.
Jackson erhielt auch den Preis für 'Höchsten Kundenservice – Geschäft zu Geschäft (B2B) Industrie' und wurde als Finalist für das Call Center des Jahres nominiert. Das Unternehmen erhielt die Zertifizierung für die weltklasse Erstkontaktlösung, da es eine Quote von 80 % oder mehr bei der Lösung von Kundenproblemen beim ersten Kontakt aufrechterhielt.
Die Anerkennung von SQM basiert auf dem Feedback der Kunden von Callcentern, das die Zufriedenheit mit den Servicemitarbeitern und der Anruflösung misst. Die Organisation vergleicht jährlich über 500 nordamerikanische Kontaktzentren, wobei die Auszeichnungen 2024 auf Studien basieren, die im Laufe des Jahres durchgeführt wurden.
- 13 consecutive years of highest customer service recognition
- Achieved 80%+ first-call resolution rate
- Multiple service excellence awards in both Financial and B2B sectors
- Strong customer satisfaction metrics
- None.
“We are committed to delivering outstanding customer service to build trust and increase satisfaction and loyalty with those we do business with, and are proud to receive this recognition from SQM,” said Laura Hanson, Senior Vice President, Operations at Jackson. “This award is a testament to the hard work of Jackson’s service center associates who enable us to provide best-in-class service to our customers, furthering Jackson’s purpose of helping Americans achieve financial freedom so they can live the lives they want.”
SQM’s awards recognize top performance based on call center customer feedback, including satisfaction with the customer service representative and resolution of the call. Feedback is obtained from the customers who contacted Jackson as well as employees who work in a contact center. SQM benchmarks more than 500 leading North American contact centers annually and has conducted benchmarking studies since 1996. The 2024 awards are based on studies from Jan. 1, 2024, to Dec. 31, 2024.
“We congratulate Jackson on their award-winning success as highlighted by their recent recognition across multiple prestigious awards from SQM Group,” said Nader Ghattas, Chief CX Officer, SQM Group. “Their achievement as Finalist for Call Center of the Year Award, winning Highest Customer Service for both the Financial and B2B Industries, and World-Class Call Center FCR Certification showcases their unwavering commitment to excellence. For over 16 years, Jackson has consistently set the standard for performance across the 500+ contact centers we benchmark annually.”
ABOUT JACKSON
Jackson® (NYSE: JXN) is committed to helping clarify the complexity of retirement planning—for financial professionals and their clients. Through our range of annuity products, financial know-how, history of award-winning service* and streamlined experiences, we strive to reduce the confusion that complicates retirement planning. We take a balanced, long-term approach to responsibly serving all our stakeholders, including customers, shareholders, distribution partners, employees, regulators and community partners. We believe by providing clarity for all today, we can help drive better outcomes for tomorrow. For more information, visit www.jackson.com.
*SQM (Service Quality Measurement Group) Call Center Awards Program for 2004 and 2006-2024. (Criteria used for Call Center World Class FCR Certification is
Jackson® is the marketing name for Jackson Financial Inc., Jackson National Life Insurance Company® (
1Jackson Financial Inc. is a
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Media Contact:
Patrick Rich
patrick.rich@jackson.com
Source: Jackson Financial Inc.
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