Manulife's HDI Achievement
2025-06-26 03:16:53

Manulife Life Insurance Achieves Stellar HDI Ratings for Nine Consecutive Years

Manulife Life Insurance's Customer Service Excellence



Manulife Life Insurance Co., led by CEO Ryan Sherland and headquartered in Shinjuku, Tokyo, has once again demonstrated its commitment to outstanding customer service. The company has achieved a prestigious three-star rating from HDI-Japan in both the customer contact center and support desk categories, marking a remarkable nine consecutive years of excellence for the contact center and seven for the support desk.

Understanding HDI Ratings



The HDI Benchmark is a respected standard within the global support services industry, provided by Help Desk Institute (HDI). This rating is assessed according to international criteria set by HDI and conducted from the customer’s perspective. The evaluation is categorized into four levels, from three stars to none, based on five key factors: service framework, communication, response skills, process/response handling, and management of complex issues. The acquisition of these accolades by Manulife Life Insurance reflects not only its effective resolution of customer queries but also the establishment of trust and reassurance among clients.

A Customer-Centric Approach



At the core of Manulife Life Insurance's operations is a philosophy of 'Customer Centricity.' The organization prioritizes personalized interactions and values each customer’s individual needs. The recent awards illustrate how the contact center and support desk's careful and flexible handling of requests, alongside a commitment to enhancing service quality through digital technologies, has yielded significant recognition.

Specific Initiatives



Manulife is not just resting on its laurels. The company is actively implementing Human Centered Design (HCD) principles to reform business practices based on the customer experience. By integrating customer-centered services and initiatives into daily operations and continually questioning what constitutes truly valuable services, Manulife is fostering a culture of improvement.

In recent years, the introduction and expansion of AI tools such as chatbots, voice bots, and LiveChat have streamlined the handling of simple inquiries. This has allowed the contact center to allocate more resources towards personalized consultations, enhancing overall support quality. Consequently, the processing of requests has become more efficient, leading to an improved service experience.

Results of Digital Transformation



The implementation of digital transformation, automation, and AI-driven initiatives has resulted in a remarkable 30% reduction in the average handling time (AHT) for customer interactions, consistently boosting customer satisfaction scores. In 2024, the company achieved its highest net promoter score (NPS®) since implementing the system, reflecting a continuous commitment to improvement based on customer feedback and innovative practices.

As Manulife looks ahead, it is determined to maintain its customer-first attitude, ensuring that clients have access to reliable information that empowers them to make informed choices for their financial futures. By creating an environment conducive to sound decision-making regarding protection and asset building, Manulife strives to further enhance service quality.

Customer Feedback and HDI Insights



The HDI judges commended the contact center and support desk for their effective handling of inquiries. Here are some of the highlights from their feedback:
  • - In the contact center, clients felt assured after their queries were resolved, thanks to the attentive and adaptable communication styles employed by staff. In particular, the team skillfully adapted their pace and expressions to suit varying customer needs, from senior clients who require a slower dialogue to those seeking quick responses.
  • - Feedback for the support desk indicated that agents provided clear and precise explanations, ensuring that insurance agency representatives could confidently relay information to clients and address any follow-up questions effectively.

Conclusion



With its ongoing dedication to customer-centric strategies, Manulife Life Insurance continues to fortify its reputation as a leader in the financial services sector. The company is committed to providing unwavering support to customers, enabling them to make informed decisions about their financial security and future stability. For more information about Manulife Life Insurance's initiatives, visit their official website.


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Topics Consumer Products & Retail)

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