Horace Mann uses the customer voice to drive improvements

    Leading multiline insurer for educators wins prestigious award at 2008
    Call Center Excellence Awards for innovative, customer-focused processes
    and technology

    VANCOUVER, July 10 /CNW/ - Horace Mann, the leading provider of insurance
to educators, was awarded "Best Use of Voice of the Customer" honors at the
Call Center Excellence Awards, held in conjunction with Call Center Week, in
Las Vegas, June 23 to 28, 2008.
    The award was given by the International Quality and Productivity Center
(IQPC) awards panel, in recognition for Horace Mann's use of customer feedback
to drive process and system improvements, which has included the use of
ResponseTek customer experience management software in their voice of the
customer strategy.
    "In today's service-based, networked economy, it's imperative that we go
beyond listening to our customers," said Dennis Bianchi, Senior Vice President
Claims & Regulatory Affairs at Horace Mann. "We recognize that we have to
incorporate their voices into our business to actually make the service
improvements that matter most to them. This award is a testament to the
service quality initiatives we have made."
    Horace Mann's voice of the customer (VOC) strategy includes initiatives
specifically designed to leverage technology to make it easier for customers
to talk to the company, and for front-line employees to identify service
issues and at-risk customers based on customer experiences. These initiatives
have been championed at all levels within Horace Mann's organization, and the
implementation of the VOC program has led to improved customer satisfaction
and retention rates.
    According to Syed Hasan, ResponseTek President & CEO, "Most companies
talk about listening to their customers, but very few incorporate the customer
voice into day-to-day operations to drive improvements in the customer
experience and increase customer advocacy. Congratulations to Horace Mann on
the award, and on being a leader in the insurance industry with their
progressive approach to customer experience management."
    Jim Davies, Research Director for Gartner commented "The insurance
industry is becoming highly commoditized. In this environment, companies can
differentiate themselves by providing a compelling and consistent customer
experience. By embedding a surveying dimension within core customer processes
as part of an enterprise wide feedback management strategy, organizations can
go a long way to achieving this - providing that the feedback is acted on."

    About Horace Mann

    Horace Mann is the largest multiline insurance company in the United
States, focusing on educators' financial needs by providing auto and
homeowners insurance, retirement annuities, life insurance and other financial
solutions. Founded by educators for educators in 1945, the company is
headquartered in Springfield, Ill. For more information, visit

    About ResponseTek

    ResponseTek is the leader in on-demand Customer Experience Management
(CEM) solutions, transforming the voice of the customer into actionable
business intelligence. Using ResponseTek:CEM, Global 1000 corporations like
Aon, HSBC, Lastminute.com and Xerox measure and report on customer
experiences, capturing insights on customer experiences when and where they
occur, and delivering them continuously and in real-time. For more information
about ResponseTek CEM solutions, visit http://www.responsetek.com.

For further information:

For further information: Paul Wappel - Assistant Vice President, Public
Relations and Community Relations, Horace Mann, (217) 788-5373,
Paul.Wappel@horacemann.com; Colin Stein, Director of Marketing, ResponseTek,
(604) 484-2900 ext.242, colin.stein@responsetek.com

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