Company: IDIQ
Nomination Submitted by: KCD PR
Company Description: IDIQ® is recognized as one of the fastest-growing industry leaders in identity theft protection and credit report monitoring. With the flagship IdentityIQ® and MyScoreIQ® brands, the company delivers credit report information, education, and protection that benefits consumers and businesses.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Consumer Products & Services
 Nomination Title: IDIQ
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 199 words used.
IDIQ is an industry leader in identity theft protection and credit monitoring. It’s Customer Service Department, which includes three call centers was created in 2016 after bringing the previously outsourced company in-house to be led by its owner, Jason Royal, now SVP of Operations at IDIQ. Royal was instrumental in IDIQ’s initial phase of creating their website and establishing its operations for answering customer calls.
Since joining the organization’s leadership, Royal and his talented team have created a robust customer service program rooted in identifying opportunities for improvement and serving IDIQ customer needs. This enabled the team to develop a strategic plan, including innovative tools and resources, to meet the customer service needs of the organization. The plan is then reviewed and tailored annually. The program has been a catalyst for fostering brand loyalty and retaining customers and employees, and ultimately recovering acquisition costs.
All IDIQ case managers are trained in handling credit and identity theft-related needs. They're also skilled in minimizing stress and confusion while creating an action plan to address the customer's unique situation. Due to the in-depth, tailored, and consultative nature of the majority of calls, IDIQ’s call center staff has grown to more than 200.
- Outline the department's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
- Opened the Florida Call Center (FCC) with over 80 seats available for staffing and growth to better serve customers—completing coverage across all U.S. time zones and bringing total staff to over 200, who handle between 4,000 and 5,000 calls per day.
- With a continued increase in fraud and identity theft activity, in 2022, four additional specialists for Identity Theft Restoration Coverage were added
- IDIQ’s phone software provides in-depth call center data such as:
- Customer service handles about 60-80 thousand calls per month
- Average speed to answer is less than 30 seconds
- Average call handle times are under 5 minutes
- Actual call versus projected has a less than 10% variance
- Call abandon rate is less than 5%
- Quality score is over 95%
- Out of 10,000 customers who took an IDIQ survey - 91% rated the customer service team as friendly and professional
- Call center staff receives ongoing education to ensure the most up-to-date training and certifications, which include training from the Consumer Data Industry Association and the Institute of Consumer Financial Education
- The Customer Service Department maintains a comprehensive quality assurance program to ensure staff is delivering consistently exceptional service to customers. This includes:
- 100% of calls being recorded, which can be easily located via search of various criteria
- QA managers complete scoring forms while listening to live or recorded calls. Forms are uploaded to EvaluAgent, which provides detailed reporting, performance, call metrics, coaching opportunities and more
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 19 words used.
https://www.identityiq.com/newsroom/idiq-announces-acquisition-of-resident-link/
https://www.identityiq.com/newsroom/idiq-acquires-countrywide-pre-paid-legal-services-inc/
https://www.identityiq.com/newsroom/idiq-announces-acquisition-of-credit-debt/
https://bestcompany.com/identity-theft
https://www.identityiq.com/newsroom/idiq-makes-the-2022-inc-5000-annual-list-of-fastest-growing-private-companies-in-america/
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 93 words used.
These achievements are unique and significant because they’re driven by IDIQ customers’ satisfaction with its credit and identity theft protection monitoring solutions. Moreover, it shows IDIQ is achieving its mission of educating customers about the dangers of identity theft while providing valuable and affordable credit education tools to all.
Identity theft protection is a nuanced service that requires a consultative approach. Through their high-touch customer service model and strong relationships with partners, IDIQ is able to educate customers on the value they are receiving and ensure they benefit from every component of services.
| Attachments/Videos/Links: |
|---|
|
