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Annuity Contact Centers Are Working Harder: Dalbar

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Providing good contact center service for annuity holders is more difficult today than it used to be 22 years ago.

Brendan Yeager, a service quality specialist at Dalbar, gave that assessment Thursday, in an annuity service award announcement put out by Dalbar.

Dalbar, a Boston-based financial services communication consulting firm, gave its 2017 Annuity Service Award to four annuity issuers: AXA Equitable; AIG Individual Retirement; Guardian Retirement Contact Center; and Transamerica Annuities

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Typical annuity contact center questions are getting tougher because consumers can now use the web to get answers to simple questions, Yeager said.

When Dalbar began giving out annuity service awards, in 1995, many consumers were calling annuity contact centers to ask about simple matters, such as account values, Yeager said

Now, he said, the typical annuity contact center question is more complicated. 

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