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MassMutual Retirement Services Call Center Receives Top Rankings in Customer Satisfaction Survey

The Retirement Services call center has plenty to be proud of, achieving top quartile rankings in each of SQM Group's 10 key performance indicators. Moreover, the call center outperformed the Financial Wealth and Call Center industry average in each of the 10 categories.

"These customer survey results are tremendous and put MassMutual in the World Class category of call centers. SQM Group benchmarks over 450 leading international call centers on an annual basis and no more than 5% of the organizations we work with are able to deliver World Class results -- so there is much to be proud of here," states Julie Shields, Client Advocacy Manager, SQM Group.

In the category of World Class Calls, MassMutual Retirement Services' call center ranked higher than the Average World Class Call Center, with 85% of customers surveyed indicating they were very satisfied with their overall experience and with the representative who handled their call.

"The customer service representative customer satisfaction (CSR Csat) score provided by SQM Group reflects directly on the quality of representatives we have assisting our customers," states Mike McKenzie, corporate vice president of Retirement Services Operations. An impressive 93% of customers were very satisfied with the representative who handled their call.

"I am extremely pleased with the results of the survey. This is added proof of the importance of a culture of service excellence and dedication to continuous improvement," states Elaine Sarsynski, executive vice president of MassMutual's Retirement Services Division and chairman and CEO of MassMutual International LLC.

For more information about MassMutual Retirement Services, please contact your retirement plan advisor or call MassMutual at 1-866-444-2601.

About MassMutual

MassMutual's Retirement Services Division has been serving retirement plans for 65 years. It offers a full range of products and services for corporate, union, nonprofit and governmental employers' defined benefit, defined contribution and nonqualified deferred compensation plans. It serves approximately 1.3 million participants.

Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term.

MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. MassMutual is headquartered in Springfield, Massachusetts and its major affiliates include: Babson Capital Management LLC; Baring Asset Management Limited; Cornerstone Real Estate Advisers LLC; The First Mercantile Trust Company; MassMutual International LLC; MML Investors Services, LLC, Member FINRA and SIPC; OppenheimerFunds, Inc.; and The MassMutual Trust Company, FSB.

For more information, visit www.massmutual.com or 'Like" MassMutual on Facebook and Facebook.com/retiresmart.

About Service Quality Measurement (SQM) Group

SQM benchmarks over 450 leading international call centers on an annual basis and has been conducting FCR Csat benchmarking studies since 1996. SQM is a call center VoC expert for improving organizations' FCR and customer retention and is operationally excellent at benchmarking, tracking, consulting and recognizing their clients' FCR, Esat, Csat and customer retention performance. Over 70% of SQM tracking clients improve their FCR and operating costs year over year, and for those clients that have improved, they have experienced on average a 5% FCR improvement. For the average call center SQM benchmarks, a 1% improvement in their FCR performance equals $276,000 in annual operational savings. It is SQM's belief that the call center's main purpose is to resolve customer's calls on the first call and to retain customers in order to optimize and protect the organization's greatest asset -- its customers!

www.sqmgroup.com

Copyright ©2011 Massachusetts Mutual Life Insurance Company (MassMutual) and affiliates, Springfield, MA 01111-0001. All rights reserved.

Contact: Jessica Barry
413-744-8334
jbarry2@massmutual.com

SOURCE MassMutual Retirement Services