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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, Canada, July 12, 2008 --( 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, 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

For more information
Paul Wappel - Assistant Vice President, Public Relations and Community Relations
Horace Mann
+1 (217)-788-5373

Colin Stein, Director of Marketing
+1 (604) 484-2900 ext.242

Contact Information
ResponseTek Networks Corp
Maz Pardhan
604 484 2900 x 230

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