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J.D. Power and Associates Reports: CIGNA HealthCare Recognized for Call Center Customer Satisfaction Excellence For a Second Consecutive Year
Date:9/13/2007

WESTLAKE VILLAGE, Calif., Sept. 13 /PRNewswire/ -- CIGNA HealthCare has been recognized for call center customer satisfaction excellence for a second consecutive year under the J.D. Power and Associates Certified Call Center Program(SM). This distinction acknowledges a strong commitment by CIGNA call center operations to provide "An Outstanding Customer Service Experience."

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Located in Bourbonnais, Ill.; Bristol, Conn.; Chattanooga, Tenn.; Phoenix, Ariz.; Scranton, Penn.; Denison, Texas; and Visalia, Calif., CIGNA HealthCare's call center operations handle more than 18 million telephone calls and e-mails from customers annually. To become certified, the call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of CIGNA HealthCare customers who recently contacted its call centers.

"Meeting the needs of customers is critical in running a successful call center operation, and the fact that CIGNA HealthCare has passed the rigorous standards to achieve certification clearly demonstrates their commitment to customer satisfaction," said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. "CIGNA HealthCare customers are particularly satisfied with the courteousness of the call center representatives."

For certification status, a call center must also perform within the top 20 percent of customer service scores, which is based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information pr
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SOURCE J.D. Power and Associates
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