How do you monitor and ensure the quality of your customer service and customer satisfaction?

To ensure members receive exceptional service when they contact us, we measure and monitor employee performance through call handling metrics, frequent quality assurance monitoring and benchmarking. We recently enhanced our Quality Monitoring Program to include additional monthly one-on-one call listening and coaching sessions with each specialist, placing extra attention on improving the customer experience. ARAG records all inbound and outbound calls handled by customer service to monitor for quality assurance purposes.

In addition, we actively seek feedback from our members to continue to improve our service delivery. We do this through online and phone surveys at the option of our plan members. We use survey results regarding specialist performance — including ratings and open-ended responses — as key measures for understanding our service.