Aon Hewitt Engages AARP Services, Inc. to Validate World Class Call Center Competencies for its Retiree Health Exchange

Posted on Posted in AonHewitt, HR BPO, Workforce Management

LINCOLNSHIRE, Ill., Jan. 28, 2014 /PRNewswire/ — Aon Hewitt, the global talent, retirement and health solutions business of Aon plc(NYSE: AON), today announced that AARP Services, Inc. (ASI) recently completed a thorough analysis of the processes and technology capabilities of the Aon Retiree Health Exchange. ASI also benchmarked Aon Hewitt’s call center against other high performing call centers. According to ASI’s report, customer satisfaction and employee retention ranked best in class when benchmarked against industry data.

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A for-profit subsidiary of AARP, ASI consults with Fortune 500 companies on marketing, sales and service competencies with a particular expertise in the 50+ consumer markets and insurance. According to ASI’s analysis, almost 80 percent of customers gave the Aon Retiree Health Exchange a perfect score when asked if they were satisfied with their experience. This is 12 percentage points higher than the best-in-class average and 14 percentage points higher than the industry average.

The Aon Retiree Health Exchange also earned a best-in-class ranking for its employee retention rates. Turnover rates were just 6 percent, compared to the industry average of 22 percent and the best-in-class average of 19 percent.

“Selecting the right Medicare insurance plan is a very important yet complex process for many seniors,” said Matt Mann, general manager of the Aon Retiree Health Exchange. “We provide dedicated, personalized support to ensure participants understand their options and choose the best plan to meet their individual needs. ASI’s findings further reinforce that Medicare-eligible retirees and their families receive best-in-class experiences through the Aon Retiree Health Exchange.”

“The Aon Retiree Health Exchange is a skilled customer centric organization, easy to do business with and focused on enhancing all aspects of their business model,” said Al Pratico, senior vice president of Distribution and executive consulting project sponsor at ASI.

To learn more about the Aon Retiree Health Exchange, click here.

About Aon Hewitt

Aon Hewitt empowers organizations and individuals to secure a better future through innovative talent, retirement and health solutions. We advise, design and execute a wide range of solutions that enable clients to cultivate talent to drive organizational and personal performance and growth, navigate retirement risk while providing new levels of financial security, and redefine health solutions for greater choice, affordability and wellness.  Aon Hewitt is the global leader in human resource solutions, with over 30,000 professionals in 90 countries serving more than 20,000 clients worldwide.  For more information on Aon Hewitt, please visit www.aonhewitt.com.

About Aon

Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resourcessolutions and outsourcing services. Through its more than 65,000 colleagues worldwide, Aon unites to empower results for clients in over 120 countries via innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. Aon has been named repeatedly as the world’s best broker, best insurance intermediary, reinsurance intermediary, captives manager and bestemployee benefits consulting firm by multiple industry sources. Visit www.aon.com for more information on Aon andwww.aon.com/manchesterunited to learn about Aon’s global partnership and shirt sponsorship with Manchester United

About AARP Services, Inc.

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP.  AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP’s millions of members. AARP Services also engages with Fortune 500 companies offering consulting services with specific expertise in the 50+ market and insurance marketing, sales, service and retention.

Media Contacts:
Aon Hewitt
Maurissa Kanter, 847-442-0952, maurissa.kanter@aonhewitt.com

AARP Services, Inc.
Dave Austin, 202-434-7569, daustin@aarp.org

SOURCE Aon plc

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