Tweet

Company: AllClear ID, Austin, TX
Company Description: AllClear ID is a completely different kind of identity theft protection company – a group of experienced, high tech, security professionals committed to looking at everything from a consumer perspective. We’re not afraid to challenge the status quo or try new ideas. AllClear is powered by Debix, a pioneer and leading force in the identity theft protection industry.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats)

Nomination Title: AllClear ID Contact Center Austin, TX

Tell the story about what this nominated contact center achieved since the beginning of July 2011 (up to 500 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:

AllClear ID provides identity protection services to over 1.7 million customers. We are committed to exceptional service and consumer advocacy within our industry. Our culture encourages customer interactions and to prove it our customer support phone number is displayed on every page of our website and our monitoring service and mobile app puts our customers only a ‘*’ key away from our contact center.

In 2012, our goal was to distinguish ourselves from other identity protection services by providing the highest quality support experience in our industry. To achieve this we committed to listening to our customers and created a process to log and analyze their survey feedback, and implement changes based on it. Call center management can now easily track feedback requests and is accountable for quickly addressing any issues and ensuring all stakeholders, whether in support or another part of the organization, are held accountable for their resolution. Through this process here a few examples of what we discovered and improved:

•Our support agents needed better tools to allow them to concentrate on the customers’ issues on the call and handle calls more efficiently. Support management championed several needed improvements to IT systems, like the ticketing tools and phone functionality. This work automated manual tasks and improved the agents’ interfaces to allow them to navigate quickly and easily. This reduced the average handle time by 45 seconds.

•Gaps in agent knowledge or competency were not being identified quickly enough. A new Quality Assurance Program was adopted that reduced turnaround time on evaluated calls by several days and weekly “Hot Topic” meetings are now required so that the agents can listen, provide feedback, and enter into group discussions.

•Customers were experiencing audio quality issues in our alert system. Call Center management worked closely with product development to develop a streamlined system to report these issues and identify patterns. This collaboration resulted in an 80% reduction in occurrence.

•Customers felt that many of the resources and product features were too difficult to access or manage. This feedback resulted in a new consumer tool, our mobile application. This facilitates more convenient interaction with our product features and easier access to customer support.

Listening and turning feedback into action resulted in a dramatic increase to customer satisfaction rating. In July 2011 we started with an 86% customer satisfaction rating, and by November 2012, 97% of our customers were satisfied with their experience:

“They helped me in record time.”

“The customer service was great, quick, efficient and friendly. It was the best customer service I have ever received from any company.

“The (mobile app) interface is very easy to use, immediately effective, easy to set up & prompts users onto the next step.”

“You are the best credit monitoring service I have dealt with”

“After receiving such expert help and professional manner, I cancelled my Protect My ID account.”

“I switched from LifeLock to AllClear ID for my identity protection as LifeLock was unable to help me. . . .Thank you for such wonderful customer service”

Provide a brief (up to 100 words) biography about the leader(s) of the nominated contact center:

Curtis McLaughlin, Contact Center Manager, Austin, Texas. Curtis joined the AllClear ID Team in the summer of 2010, and has over a decade of customer support experience. At AllClear, Curtis overseas client relations and the contact center, which, in 2012, was awarded the Silver Stevie for Contact Center of the Year?

Jamie May, V.P. of Customer Services & Chief Investigator, joined AllClear ID in 2007. Under May’s direction, the AllClear ID Customer Support organization has distinguished itself with exemplary service. In 2011, Javelin Strategy & Research awarded the AllClear Investigators Best in Resolution. In 2012 the team was awarded 4 Silver and 1 Bronze Stevie Awards.