First Contact Resolution - John Hancock Signature Services Inc. Case Study

Published On:
September 27, 2005
Authored By:
APQC
Members-Only Content:

John Hancock Signature Services Inc. (JHSS), a wholly owned subsidiary, provides service for John Hancock's customers. Signature Services had approximately 375 representatives and three center sites at the time this study was conducted.

Type:
Case Study
Topics:
Customer-focused Processes and Functions, Customer Support, Customer Service
Industries:
Financial Services/Banking

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