J.D. Power and Associates Recognizes Liberty Mutual Direct Sales Call Centers for...

J.D. Power and Associates Recognizes Liberty Mutual Direct Sales Call Centers
for Customer Service Excellence

BOSTON, May 20 /PRNewswire/ -- Liberty Mutual, the nation's eighth-largest
provider of auto and home insurance, has again been recognized for call center
operation customer service excellence under the J.D. Power and Associates
Certified Call Center Program(SM). Liberty Mutual is one of a select few
property and casualty insurers to be certified for providing "An Outstanding
Customer Service Experience" under the program.
"Our call center sales counselors are an important ingredient to ensure
that a customer's first experience with us becomes a lasting relationship,"
said Paul Condrin, Liberty Mutual president, Personal Markets. "Insurance
consumers have come to expect a courteous, knowledgeable and helpful
interaction every time they call or visit a Liberty Mutual office, and our
call center professionals are living up to that responsibility by delighting
customers every day."
To receive the certification, Liberty Mutual's two direct sales call
centers in Orlando (Heathrow), Fla., and Phoenix passed a detailed audit of
its recruiting, training, employee incentives, management roles and
responsibilities, and quality assurance capabilities. J.D. Power and
Associates also conducted a random survey of callers who recently contacted
the Liberty Mutual call centers.
Call centers must perform within the top 20 percent of customer service,
based on J.D. Power and Associates' cross-industry customer satisfaction
research. Among the results, customers gave Liberty Mutual high scores for
sales counselors' courtesy, knowledge, concern for the customer, and useful
information; as well as for convenient operating hours, ease of reaching a
representative, and timely resolution.
Liberty Mutual's four customer service call centers in Phoenix, Tampa,
Fla., Mishawaka, Ind., and New Castle, Pa., received similar certification
under the J.D. Power and Associates Certified Call Center Program in 2007.
For information about the J.D. Power and Associates Certified Call Center
Program(SM), visit http://www.jdpower.com.
About Liberty Mutual Group
"Helping people live safer, more secure lives" since 1912, Boston-based
Liberty Mutual Group (http://www.libertymutualgroup.com) is a diversified
global insurer and sixth-largest property and casualty insurer in the U.S.
based on 2007 direct written premium. Liberty Mutual ranks 94th on the
Fortune 500 list of largest U.S. corporations, based on 2007 revenue. Liberty
Mutual Group has over 41,000 employees located in more than 900 offices
throughout the world.
The eighth-largest auto and home insurer in the U.S., Liberty Mutual
(www.libertymutual.com) sells full lines of coverage for automobile,
homeowners, valuable possessions, personal liability, and individual life
insurance. The company is an industry leader in group sponsored voluntary
auto and homeowners insurance programs, offering personal lines insurance
through payroll deduction and direct billing to employees and members of more
than 10,000 companies, credit unions, professional associations and alumni
groups.
CONTACT: Glenn Greenberg
(617) 574-5874
glenn.greenberg@libertymutual.com

SOURCE Liberty Mutual

Glenn Greenberg of Liberty Mutual, +1-617-574-5874,
glenn.greenberg@libertymutual.com