Delivering for our Customers—Customer Service


Delivering for our Customers—Customer Service

2 min read Jun 23, 2022

MetLife supports our customers at the toughest times of their lives, so it’s imperative that we make it as easy as possible for them to access information about their policies when they need it most.     

Initiatives To Improve Customer Service

Transitioning to a single call center in Colombia

MetLife Colombia has transitioned to a single customer call center, eliminating the previous, less-efficient two-center model. We also introduced new tools and applications to resolve issues quicker and help improve the customer experience. These included:

  • Interactive Voice Response—customers are identified with their ID and directed to a specialized representative; and
  • Specialization of call center representatives by line of business and skills.

J.D. Power recognized MetLife’s Retirement & Income Solutions—Customer Solutions Center team for providing “An Outstanding Customer Service Experience” for phone support. This was the third consecutive year the team was recognized.

Responding to Government Changes in Chile

Our pension fund administrator company ProVida offers advice on how to plan a financially healthy retirement to many low- and moderate-income segments of the Chilean population. The administrator provides financial inclusion programs aimed at women, giving them tools to contribute to their pensions and grow at work. 

In an effort to soften the economic fallout of the pandemic, the Chilean government authorized emergency pension fund withdrawals of 10% on three occasions. Regulatory changes also allowed retirees to gain access to anticipated payments from their annuities. Pension Fund Administrators were given a short time frame to comply and respond to strong customer demand. Nonetheless, we fulfilled our obligations and helped provide financial security to many Chileans in a time of need. 

Purpose-led Sales Challenge in EMEA

In EMEA, MetLife launched the “League of Protection Superheroes,” a purpose-led challenge in which teams from each of our EMEA markets presented their initiatives pertaining to sustainability, corporate social responsibility, DEI and wellness to a panel of judges composed of MetLife executives. Every two months, for 10 months, markets competed head-to-head as the judges scored their presentations and initiatives based on creativity, impact and strategic alignment. 

MetLife Colombia’s new call center has resulted in more personalized attention for customers and helped to achieve First Call Resolution of 91% in 202

More from this chapter

Learn more about our approach for our customers in the links below:

Creating Value as an Investor
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1 First Call Resolution is a metric that measures a call center’s performance for resolving customer interactions on the first call or contact, eliminating the needfor follow-up contacts.