Ayotte suggests leasing surplus state land for housing
Gov. Kelly Ayotte suggests leasing surplus state land for residential development to help curb New Hampshire's housing shortage and attract more workers to the state.
Cigna call centers earn J.D. Power certification
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
