Company: Hyatt Legal Plans, Cleveland, OH
Company Description: Hyatt Legal Plans, a MetLife® company, is the largest provider of group legal plans in the United States, serving 13 million people at 1,600 organizations, including 160 Fortune 500® companies. We have more than 36 years of experience providing group legal plans and are committed to providing excellent service to our plan members, sponsors and plan attorneys.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Hyatt Legal Plans' Client Service Center

Tell the story about what this nominated organization/department achieved since January 1 2013 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Hyatt Legal Plans’ strategy is to build our business one customer at a time, through the delivery of world-class service. We are the nation’s largest provider of group legal plans, serving 13 million people nationwide for over 36 years through employee benefits’ programs. We serve over 1,600 companies, 160 of them Fortune 500’s.

“Quality Service Always” is our mission, which we achieve through a keep-it-simple approach. Our Client Service Center uses no IVRs, so callers gain immediate access to live help. We answer calls with a “once and done” strategy, ensuring callers speak with the right person in one call.

Our service results over the last 25 years:

Service Level Objective: 95% answered in 20 seconds
Average Speed of Answer: 4 Seconds
Abandonment Rate: 0.59%
First Call Resolution: 97.5%

Our call center only hires friendly, compassionate people to answer our calls. Candidates must have four-year degrees and two years of customer service experience. We also invest in our call center as a strategy for growth, which has allowed us to capture a 78% market share, outdistancing our competition by four times. We spend only 1% of revenue on advertising due to our customers sharing their positive experiences with us.

In our 2013 member survey, overall satisfaction was 99.4%, an increase over 2012. In two categories our call center received 100% satisfaction ratings. For Net Promoter Score, anything over 50 is considered exceptional. Our NPS score was +57.8.

In 2013, our call center handled 480,538 calls, an increase over 2012, and our largest call volume to date. Our reps received 85 caller commendations, a 31% increase over 2012.

We upgraded our website to improve user experience, and rolled out an Andriod app which allows members to easily access plan information, locate attorneys, get directions to attorney’s offices and issue case numbers for billing covered services. We upgraded our CRM system to improve caller experience, while improving CSR’s access to critical data. We also added an internal instant messaging system, which provides CSRs instant access to a supervisor.

We enhanced our Bravo! Program, which rewards employees for outstanding performance. We presented our program at the annual PACE incentives competition, and received first place for Best Contact Center Incentive Contest. This is the fourth year in a row we received this award.

We also made a presentation at the Contact Center Association’s Contact Center Conference Expo 2013 in San Diego. Our presentation entitled, “Viewing Contact Centers as an Investment in Growth”, highlighted our philosophy of investing in service in order to achieve company growth.

We also were designated as one of the top 10 call centers in the U.S. by Benchmark Portal in the small call center division, and were selected as Honoree by Smart Business Awards for Best Customer Service. Most significantly, we were honored by the Stevie American Business Awards as Best Call Center in the small to mid size class.

At Hyatt, world class service is our business model and our growth plan. Quality Service Always is our mission and the reason why Hyatt Legal Plans is one of the best service providers of any kind, anywhere. You have our word on it.

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Provide a brief (up to 125 words) biography about the leader(s) of the nominated organization/department:

Andrew Kohn, Vice President of Operations and General Counsel, manages the administrative and client service departments for Hyatt Legal Plans, and is responsible for quality control in the delivery of legal services. Prior to joining Hyatt in 1980, Mr. Kohn was in private practice. He became Hyatt’s General Counsel in 1990 and an officer of the company in 1994.

He has also served on the Board of Directors of the American Prepaid Legal Services Institute (API) and was President of the API for the 2004-2005 term. Mr. Kohn is a graduate of the University of Rochester and the Case Western Reserve University School of Law.

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