MERRILL, Wis. — Church Mutual Insurance Company’s National Customer Service Center (NCSC) has been ranked among the top 25 in the nation by BenchmarkPortal.
Each year, Benchmark holds a Top 100 Call Centers Contest. Church Mutual was ranked between 11 and 25 in the Tier 1 (5-100 full-time employees) grouping.
The contest drew more than 500 submissions from the United States and Canada.
“Church Mutual is among the best in the industry,” said Benchmark CEO Bruce Belfiore. “This award was granted on the basis of objective, metrics-driven performance. Church Mutual stood tall against its competitors according to the world’s largest database of call center metrics. This is not easy to do and we congratulate them on their accomplishment.”
Named a Center of Excellence for five years in a row, Church Mutual is among only 20 companies in history to have accomplished that feat. Church Mutual is one of only 84 service centers in the entire country to hold the certification, including two in Wisconsin.
Among the NCSC’s impressive numbers:
- It supports more than 90,000 of the company’s customers in all but five states, handling approximately 478,000 calls per year.
- Its average speed of answer of 13.7 seconds is more than twice as fast as the property and casualty insurance industry average (30.82 seconds).
- Showing its versatility, it handles 161,200 emails annually, again exceeding the industry average of 72,273.
Church Mutual is the leading insurer of religious institutions in the United States with more than twice the number of its nearest competitor.