We appreciate the positive feedback we have received on the new Producer call flow that was introduced in late January. We are pleased to report that our Average Speed of Answer (ASA) has stabilized. In March, our ASA was 41 seconds.
As a reminder, when calling customer service, simply answer the first question with “Producer” and then provide the product type you are calling on. Once you do this, you will be immediately transferred to the appropriate customer service team.
Customer Call Flows
We are continuing to work towards determining the best design for our customer call flows. The best way to determine the optimal design is by leveraging customer feedback.
We recently held a design session with customers, and have deployed the changes our customers requested. We are deploying these changes gradually, which allows us to measure and monitor performance between different call flow designs and select the design with the most successful customer outcomes and feedback.
We appreciate your continued support as we work to deliver our new operating model and upgrade our telephone platform.
If you have any questions or concerns, please let us know by contacting customer service at either 800-775-1000 or 800-775-6000. You can also send an email to Life.Service@Mutualofomaha.com for Life Insurance inquiries and H&A.Service@Mutualofomaha.com for Health product inquiries.