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Jackson Receives Six Awards for Contact Center Excellence

SQM honors Jackson in the 2016 Contact Center Industry Awards, including "World Class Employee Satisfaction" and “Contact Center World Class FCR Certification”

LANSING, MI – July 11, 2017 - Jackson National Life Insurance Company® (Jackson®) was recognized six times by The Service Quality Measurement Group, Inc. (SQM)1 for excellence in contact center service in 2016. Once again, Jackson was named as a finalist for “Contact Center of the Year,” based on having the greatest combined customer first call resolution (FCR) rate and employee overall “very satisfied” rating, the highest possible category.

Jackson also received the “First Call Resolution Leadership Award,” presented to an individual at a strategic level of the business who has prioritized the FCR measure and use of Voice of Customer data, resulting in improved FCR performance. Diahn McHenry, vice president, Service Center, accepted the First Call Resolution Leadership Award on behalf of the entire Operations management team. In addition, Jackson earned the following awards:

  • “Highest Customer Service for the Financial Industry” and “Highest Customer Service for the B2B Industry,” awarded for the highest FCR in a specific sector;
  • “Contact Center World Class FCR Certification” for achieving a FCR rate of 80 percent or greater for at least three months; and
  • “World Class Employee Satisfaction,” based on at least 50 percent of employees rating their overall experience of working in the Service Center as very satisfied (the top box rating).

“Our associates are committed to making it easy and productive for advisors to work with Jackson by providing consistent, helpful and efficient customer service,” said James Sopha, president of Jackson. “Customer service is a vital element of the support we offer to advisors, and we are proud to consistently top our industry in performance.”

According to SQM’s benchmarking survey, 96 percent of financial advisors surveyed after contacting Jackson gave the company’s customer service the highest possible rating, and 89 percent of inquiries were resolved during the first call.

“Collaboration and communication across the Jackson enterprise allow us to provide world-class customer service,” said Laura Prieskorn, senior vice president and chief administrative officer for Jackson. “Sharing best practices and developing the talents of our associates is a priority for our leadership team. We empower our associates to work as one so they can deliver the best service possible and know that, collectively, their efforts create an exceptional experience for our customers.”

SQM’s criteria are based on the customer’s satisfaction with his or her service experience, customer service representative, as well as the resolution of the call. The awards are based on feedback from both customers who had contact with Jackson and employees who work in a contact center. SQM benchmarks more than 500 leading North American contact centers on an annual basis and has been conducting benchmarking studies since 1996. The 2016 awards are based on studies for the period of January 1, 2016 to December 31, 2016.

1 SQM, First Call Resolution Leadership Award, 2016, Contact Center World Class FCR Certification, 2016, Highest Customer Service for Financial Industry, 2016, Highest Customer Service for the B2B Industry, 2016, World Class Employee Satisfaction, 2016, Contact Center of the Year Finalist, 2015, 2016.

About Jackson

Jackson is a leading provider of retirement products for industry professionals and their clients. The company offers a diverse range of products including variable, fixed and fixed index annuities designed for tax-efficient accumulation and distribution of retirement income for retail customers, and fixed income products for institutional investors. Jackson subsidiaries and affiliates provide specialized asset management and retail brokerage services. With $236.9 billion in IFRS assets*, Jackson prides itself on product innovation, sound corporate risk management practices and strategic technology initiatives. Focused on thought leadership and education, the company develops proprietary research, industry insights and financial representative training on retirement planning and alternative investment strategies. Jackson is also dedicated to corporate social responsibility and supports charities focused on helping children and seniors in the communities where its employees live and work. For more information, visit

*Jackson has $236.9 billion in total IFRS assets and $223.1 billion in IFRS policy liabilities set aside to pay primarily future policyowner benefits (as of December 31, 2016). International Financial Reporting Standards (IFRS) is a principles-based set of international accounting standards for reporting financial information. IFRS is issued by the International Accounting Standards Board in an effort to increase global comparability of financial statements and results. IFRS is used by Jackson's parent company.

Jackson National Life Insurance Company is an indirect subsidiary of Prudential plc, a company incorporated in England and Wales. Prudential plc and its affiliated companies constitute one of the world's leading financial services groups. It provides insurance and financial services through its subsidiaries and affiliates throughout the world. It has been in existence for over 165 years and has $740.6 billion in assets under management (as of December 31, 2016). Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America.

PR2870 06/17

Not FDIC/NCUA insured • Not bank/CU guaranteed • May lose value • Not a deposit • Not insured by any federal agency

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WPR883 09/19

Jackson National Life Insurance Company
1 Corporate Way
Lansing, MI 48951