BOSTON, July 23 /PRNewswire-FirstCall/ -- Liberty Mutual Group, the nation's eighth-largest provider of auto and home insurance, has been recognized for call center customer service excellence under the J.D. Power and Associates Certified Call Center Program(SM). Liberty Mutual is one of a select few property and casualty insurers to be certified for providing "An Outstanding Customer Service Experience" under the program.

"This prestigious honor demonstrates that 'customer service excellence' is more than a Liberty Mutual business goal, it's a daily operational reality," said Paul Condrin, Liberty Mutual president, Personal Markets. "In an intensely competitive industry, our success largely depends on delighting our customers, and each day our call center professionals live up to that responsibility."

To receive the certification, Liberty Mutual passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. J.D. Power and Associates also conducted a random survey of callers who recently contacted the Liberty Mutual call centers. Call centers must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research. Among the results, customers gave Liberty Mutual high scores for representatives' courtesy, knowledge, concern, useful information, and overall service.

Liberty Mutual's customer service representatives handle more than 13 million calls from auto and home insurance customers countrywide each year, ranging from policy updates and changes to questions about insurance products and coverage. This includes 5.4 million calls handled by more than 1,000 employees in Liberty Mutual's four personal lines call center operations -- Phoenix, Tampa, Mishawaka, Ind., and New Castle, Pa. -- and approximately 7.6 million service calls handled by another 1,700 employees in more than 350 local offices in the U.S.

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Source: Liberty Mutual Group