For a fourth consecutive year, CIGNA HealthCare has earned the call center operation customer satisfaction excellence which is issued by the J.D. Power and Associates Call Center Certification Program. The Call Center Certification Program distinction recognizes the strong dedication by CIGNA HealthCare’s call center operation to provide “An Outstanding Customer Service Experience.”

Mark Miller, the Senior Director of certifications and solutions at J.D. Power and Associates, said that in achieving certification for a fourth consecutive year, CIGNA HealthCare has demonstrated its commitment to deliver high-quality service to customers contacting its call centers. Customers contacting CIGNA’s call centers are specifically delighted with the courteousness shown by the customer service representatives.

To get a certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The assessment criteria include courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

The Call Center Certification Program was launched by J.D. Power and Associates in the year 2004 to evaluate overall customer satisfaction with call centers and to help call centers in several industries increase their efficiency and effectiveness by establishing best procedures in handling service calls.