Using the Voice of the Customer to Benchmark, Track, Consult and Recognize Performance to Improve First Call Resolution and Customer Retention
Using the Voice of the Customer to Benchmark, Track, Consult and Recognize Performance to Improve First Call Resolution and Customer

Call Center World Class Call Certification Recipient Registry


Insurance Corporation of BC (ICBC) (Claims Division)

Call Center World Class Call Certification for 2009

Insurance Corporation of BC (ICBC) (Claims Division)

Call Center World Class Call Certification for 2009 - Davis + Henderson (Ontario & Quebec)

Insurance Corporation of BC (ICBC) (Claims Division)

Company Description

Provincial body established in 1973 which provides universal auto insurance to all British Columbians. ICBC is regulated by BC Utilities Commission and is a crown corporation of the British Columbian government. They have 3.2 million policy holders and write $3.6 billion in premiums annually.

ICBC is one of Canada’s largest Property and Casualty Insurers. ICBC competes against private insurers, is a union shop and is an official supporter of the 2010 Olympics.

Call Center Description

  • Call center is open 24/7/365 days a year
  • Located in Surrey, BC, a suburb of Vancouver (home of the 2010 Olympics)
  • Call center seats is approximately 210
  • Adjust auto claims for ICBC policy holders anywhere in North America

SQM 2009 Awards

  • Call Center World Class Certification
  • Most Improved Employee Satisfaction
  • Highest Customer Satisfaction by Specific Industry - Union

SQM 2008 and Prior Awards

  • Highest Customer Satisfaction by Specific Industry - Union (2008, 2004)
  • FCR Improvement (2008)
  • FCR Improvement Merit (2006)
  • World Class Customer Satisfaction (2008)
  • Highest Employee Satisfaction by Specific Industry - Union (2004)
  • Highest Employee Satisfaction (2003)