National benchmarking firm BenchmarkPortal (News - Alert) has awarded the "Certified Center of Excellence" award to Lincoln Financial Group. The award was given to the Group’s Individual Annuity Customer Contact Center based on a large call center benchmarking database program.
Experts measured operational metrics as well as customer and agent satisfaction to determine the winning organization. This win significant for the Group, only the top 10 percent of contact centers that apply for certification earn the award.
This is the second such award for the Lincoln Group, which also won the Center of Excellence certification for its Life Customer Contact team earlier this year.
"We are thrilled to be exceeding industry benchmark results and to be providing a competitive advantage for both our Individual Annuity and Life insurance business partners and customers," said Ken Solon, senior vice president and head of shared services and information technology at Lincoln Financial Group. "This achievement affirms Lincoln's dedication to deliver a superior customer experience."
Looking forward, Lincoln Financial Group plans to work closely with BenchmarkPortal to continue delivering award-worthy service to its customers.
"It's a rare and tremendous achievement for a center to be assessed as more efficient and more effective compared with its industry from the onset," said Bruce Belfiore, CEO of BenchmarkPortal.
Lincoln Financial Group was in news recently when it announced the appointment of Greg Smith as managing principal of Lincoln Financial Advisors (LFA). Serving as marketing leader in the Minneapolis area, Smith is now responsible for expanding the footprint of the company in the region.
Earlier this year, the company selected FireLight from Insurance Technologies to automate and streamline its annuity e-application business processing, further improving its customer care capabilities. This solution aims to boost the sales process for distribution partners of the Lincoln Financial Group.
Edited by Blaise McNamee