Church Mutual Service Center Again Named Center of Excellence

MERRILL, Wis.–(BUSINESS WIRE)–Church Mutual Insurance Company’s National Customer Service Center has
been recertified as a Center of Excellence by BenchmarkPortal.

This marks the eighth consecutive year the company has earned this
prestigious award in the customer service and support industry.

“This achievement is a testament to the commitment we have to our
customers and providing effective and efficient service,” said Rich
Poirier, Church Mutual’s president and CEO. “It is a reflection of the
best-in-class service we provide to our customers day-in and day-out.”

The 2016 recertification is based upon best-practice metrics drawn from
objective and quantitative data audited and validated by BenchmarkPortal

“This certification attests to the fact that call center leaders have
successfully balanced efficiency and effectiveness in their operations,”
said Bruce Belfiore, CEO, BenchmarkPortal. “By optimizing their cost
components and their ability to satisfy customers, they exemplify best
practices in a very important sector.”

Among Church Mutual’s service center’s performance indicators:

  • Average speed of answer of 10.50 seconds, almost three times faster
    than the property casualty insurance industry average (32.32 seconds).
  • Percentage of dropped calls (1.09) far lower than the industry average
  • Average time in queue (11.90 seconds) way below the industry average
    (58.21 seconds).
  • Average hold time (20 seconds) less than half the industry average
    (46.29 seconds).
  • It handles 184,800 emails annually, again almost tripling the industry
    average of 73,031.
  • It handles about 365,000 calls per year.

“I am so pleased by this recognition and the standard that my
supervisors and service representatives have set,” said Jon Smith,
Commercial Lines Operations manager. “This award confirms we are
providing outstanding customer service.”

About Church Mutual

Church Mutual Insurance Company, founded in 1897, offers specialized
insurance for religious organizations of all denominations, as well as
schools, camps, denominational offices and senior living facilities.
Church Mutual markets most lines of commercial property and liability
insurance, including multi-peril, workers’ compensation and commercial
auto insurance. In addition to insurance, Church Mutual provides a
spectrum of value-added solutions that benefit its customers. Church
Mutual holds the following honors:

  • A.M. Best Company “A (Excellent)” rating
  • 2016 Ward’s 50 Top Performing Property and Casualty Insurers
  • BenchmarkPortal Top 10 National Customer Service Center
  • 2016 Wisconsin 75 by Deloitte US
  • Futuremakers Partner, by Wisconsin Technical College System


Church Mutual Insurance Company
Contact: Amy Kimmes
Marketing Communication Consultant
Phone: (715) 539-4529