Springfield’s Massachusetts Mutual Life Insurance Co. (MassMutual) captured the silver award in Contact Center World’s 2010 "Best Contact Center in the World."

Danielle Baker, of MassMutual’s Retirement Services Call Center, also was awarded a bronze medal for "best customer service agent in the world." Baker and MassMutual were selected from among delegates and presenters from 30 nations around the world, according to a statement.  

"Retirement is a very personal and often times emotional subject, so when I take calls from a plan participant, I always remember that I am talking to a real person about his future," said Baker. "It’s so important that I am empathetic and at the same time provide accurate and complete information, so they can make the best decision about their retirement."

MassMutual has a history of leadership in delivering superior customer service. Earlier in the year, MassMutual and Baker were recognized by Contact Center World as a top performer in delivering outstanding customer service in the Americas, and last year the company was awarded the gold medal for the Best Recruitment Campaign in the world, according to a statement.

"We know that our call centers are the ‘voice of MassMutual,’ and earning a silver award for the Best Contact Center in the World is a testament to our commitment to delivering world-class service to our policyholders and the agents and representatives who serve their needs," said Mike Fanning, executive vice president of MassMutual’s U.S. Insurance Group.