CIGNA clinches three prestigious Thailand National Call Centre awards 2010 from the Call Centre Industry Association (CCIA)

CIGNA International Thailand won three Thailand National Call Center awards this year from the Call Centre Industry Association (CCIA), which reflects the performance excellence, staff conduct and quality of its call centre management. The company also feels proud that its call centre is the only one outbound call centre in the insurance industry this year to secure these awards. Mr. Boonyarat Ngampatipatpong, the company’s Head of Distribution Channels, said that the three awards include the 1st Runner Up award in the Best Overall Call Centre category; the Runner Up award in the Call Centre Manager of the Year category, which was presented to Mrs. Siriporn Muanggum; and the Runner Up award in the Call Centre Agent of the Year category, which was presented to Ms.Wongduen Panyakaew. He added that the secrets of success of CIGNA outbound call centre, which has won the prestigious CCIA awards two years in a row, are the quality telesales representatives and the company’s continued training and development programs. This begins with the recruitment of the best telesales people. The potential applicants for the positions in the call centre are required to answer a set of questions, which are designed to help the company select the best-in-the-class persons. The applicants also experience a group interview and role playing. Once recruited, they also attend the continuous training programs to further develop their skills step by step. The second key factor that enables CIGNA to secure the prestigious awards is its call center management which meets the international standard practices and also to comply with the Office of Insurance Commission (OIC) regulations and ISO data security certification standards. According to the OIC regulations on telemarketing, an insurance company has to keep monitoring the quality of the sales conduct by recording the conversations between the telesales representatives and the prospect customers. CIGNA monitors the sales conduct of its representatives on a 24 hours a day basis. Moreover, CIGNA has strictly complied with the OIC regulations regarding the period the call centre can contact the prospects and customers. The regulations prohibit the call centre from calling to the customers after 19.00 p.m. To show its strict compliance with the regulations, the company set up the automatic system to block the outgoing call of the call centre after 19.00 pm. CIGNA has also given a top priority to the maximum protection of the customers’ personal data. The company becomes the first and only insurance company in Thailand to secure the ISO 27001 certification of the Information Security Management System (ISMS) from the internationally recognized auditor- BSI Management (Thailand). This can ensure the customers’ data in the CIGNA call centre’s database is maximally protected and will not be amended, exploited, or mis-used. Currently CIGNA has three call center sites, one in its headquarters in Ploenchit and the others at Asoke and ThonBuri totalling 700 seats. The company has a plan to increase the number of the seats to between 800 to 1,000 next year in line with its 2011 business growth plan. ? For more Information, please contact : Pimpaporn Somkiatweera (PIM) Marketing Communication Manager CIGNA Insurance Public Company Limited Tel : 02 651 5995 ext. 205 Fax : 02 650 9600 E-Mail : [email protected] Website : www.CIGNA.co.th Khanchit Pinnaree Public Relations A.C.L. Company Limited Tel : 02 641 5326 Fax : 02 641 5327 E-Mail : [email protected] สอบถามข้อมูลเพิ่มเติม โทร. 02-641-5326 A.C.L. Co., Ltd. Click for photo release at www.thaipr.net

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