Customer Experience

It’s vital that your customers have a positive experience when they interact with us. We are committed to delivering consistent, top-notch service which is reflected in our results. Our seasoned team goes beyond just answering inquiries to empower the customer with the necessary information to protect their home:

• We have been awarded BenchmarkPortal’s* Call Center of Excellence Award for 16 consecutive years
  • To earn the award, call centers must have superior performance in quality and efficiency metrics

    NatGen is one of only five call centers in the country to achieve certification for 16 consecutive years, and the only call center in the industry to achieve this consistent level of success

• First-Call Resolution – Resolving the issue upfront vs. managing to talk time
  • Conference in the agent/carrier to verify current coverage information
  • Automated follow-up tasks as appropriate
  • Center of Excellence team focused on innovation and expansion of our customer-centric culture to improve the contact experience
• Secure, virtual technology employed in multiple locations for business continuity
  • Sophisticated Workforce Management ensures that we have the right people, in the right place, at the right time to consistently meet or exceed SLAs
  • Multi-media capabilities
• Intuitive IVR for 24x7 insurance information and status updates
  • Allows for both speech recognition and keypad entries
• Self-service capabilities that deliver the experience customers expect
• All calls recorded and available for servicer review, as well as internal quality audits
• Winner of multiple Stevie^® Awards** in the last four years including the Best Use of Technology in Customer Service, Contact Center of the Year, and Innovation in Customer Service (Loss Drafts)

 

We take pride in our results as our focus and success is unmatched in the industry.

_{*BenchmarkPortal Call Center of Excellence Certification, 2023. BenchmarkPortal is the Industry Leader in Contact Center Benchmarking, Certification, Training, Assessments, Industry Reports, and Custom Consulting.
 
**The Stevies recognize outstanding performances in the workplace worldwide. Winners are determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.}