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Erie Insurance FNOL Contact Center recognized as one of the nation’s ‘Top Contact Centers’ by BenchmarkPortal

ERIE was recognized as the third best medium-size contact center across all industries, based on key performance and operating metrics

ERIE, Pa., May 4, 2022 – The Erie Insurance (ERIE) First Notice of Loss (FNOL) Contact Center was named a winner in the 2022 Top Contact Centers Contest by BenchmarkPortal, a leading contact center consulting services group. ERIE ranked third in the medium-sized category across all industries, behind Delta Dental and Luxottica.

The awards were based on contact center performance and key operating metrics. Companies were evaluated on 20 efficiency and effectiveness indicators, including average contact handle time, calls per agent per hour, agent turnover, average speed of answer, transfer rate and customer and agent satisfaction.

In 2021, ERIE’s FNOL customer satisfaction rates improved to nearly 90%, a rate significantly higher than the industry average. In addition, average customer wait times, average customer hold times and schedule adherence for employees are also considerably better at ERIE than the industry average.

At Erie Insurance, FNOL representatives are frontline employees who help customers in their most critical time of need. According to Ann Carlin, vice president of customer service for FNOL, this recognition speaks to the quality of both the customer and employee experience.

“We are very proud of this recognition because our FNOL representatives are dedicated to being ‘Above All in Service’ to our customers,” said Carlin. “We also recognize that being a best-in-class contact center and one focused on continuous improvement helps us attract and retain quality FNOL reps who can deliver that promise of service to our customers.”

ERIE leaders are quick to point out that FNOL representatives are more than a contact center – they engage with customers and agents to handle loss reports during customers’ worst moments when they need the insurance promise to come through.

“Here at ERIE, we follow the three Cs: Concern, care and compassion. That approach makes ERIE one of the best contact centers to work for and ensures that we can continue to provide award-winning service to our customers,” said Leanne Berchtold, director of customer Service for FNOL. “The BenchmarkPortal industry rankings compare us not only to our peers in insurance, but also against the best contact centers in any industry. This gives us insight into what we’re doing well and how can continuously improve the customer and employee experience.”

BenchmarkPortal notes that its award process is based on actual performance and that recipients have demonstrated, on a statistically objective basis, that they provide superior service and financial performance.

“BenchmarkPortal salutes the winners of our 11th year of competition – they are true leaders in our industry,” said Bruce Belfiore, chief executive officer of BenchmarkPortal. “Our Top Contact Center Award places a contact center among the best operations in terms of quality of service and cost-efficiency. Their key metrics were benchmarked against our entire database – the largest in the world of contact center metrics. This is a great accomplishment indeed.”