Cigna call centers earn J.D. Power certification



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Cigna Healthcare has been recognized by J.D. Power and Associates for the customer services excellence of its call center operations. According to a release by company officials, Cigna is the first national health carrier to be honored with this distinction. To attain certification, a call center must meet the J.D. Power and Associates’ customer satisfaction criteria, which includes the evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution. Cigna’s call center operations were reviewed during a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. A random survey of Cigna members who recently contacted its call centers was also conducted as part of the evaluation. Cigna’s call center operations, located in Bourbonnais, Ill.; Charlotte, N.C.; Chattanooga, Tenn.; Phoenix, Ariz.; Scranton, Penn.; Sherman, Texas; and Visalia, Calif., handle more than 20 million telephone calls, e-mails and faxes from members each year. Philadelphia,Pa.-based Cigna Healthcare has over 9 million members nationwide and about 160,000 members in New Hampshire. J.D. Power and Associates, a business unit of The McGraw-Hill Companies, bases its quality and satisfaction measurements on responses from millions of consumers annually. — CINDY KIBBE

 

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