j2 Global, Inc.

Gold Stevie Award Winner 2012, Click to Enter The 2014 American Business Awards

Company: j2 Global, Inc.
Company Description: j2 Global, Inc.,the leading provider of business cloud and digital media services. The Centre is j2's main service facility and is responsible for providing support to j2's cloud services customers in the US and Canada, including the Campaigner®, eFax®, eVoice®
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Technology Industries

Nomination Title: J2 Global Ottawa Contact Center Fax Support

Tell the story about what this nominated contact center achieved since the beginning of July 2013 (up to 650 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:

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The eFax®/myFax® support team consists of dynamic support agents who provide billing, technical support, and walkthroughs for a variety of J2 products. This 24/7 contact center located in Ottawa Canada also provides support during regular business hours for other Internet faxing products along with afterhours support globally.

This award winning customer support team handles inbound calls year round and supports our customers through chat, email, social media, and educational webinar sessions. The dedication and commitment of this customer focused team has evolved by building strong relationships between departments as a strategy to best support our customers with their ever changing needs. Our ability to work effectively interdepartmentally was a catalyst in recently being recognized locally by ORCCA (Ottawa Regional Contact Center Association) as we were awarded “Contact Center of the Year under 100 seats”.

Another source of great pride for our department is the manner in which we encourage constructive criticism and enhancement requests directly from our front line staff. We recognize that these individuals are the ones in the trenches and that their investment and commitment to improving our overall service is imperative to the success of the organization. By holding regular information sessions between our agents and upper management we are fostering interdepartmental synergies through teamwork and cooperation.

This customer support team strives to ensure first call resolution for every customer big or small, and for this reason average handle times are secondary to this very important initiative. “Outside of the box” thinking is encouraged and supported by an agent tool kit, which empowers the front line to succeed in obtaining first call resolution and the ultimate level of customer satisfaction.

Our comprehensive training program teaches the fundamentals and stresses from the outset our high focus on relationships with our client base. Such initiatives as the Customer Survey callback program are an indication of the degree to which we seek out feedback and actively respond to any queries which are not handled to the clients’ satisfaction. We continue to reap the rewards of this philosophy and the many positive testimonials received daily serve as further evidence to the trustworthy relationships we have built with our customers. We understand that word of mouth is the most effective advertisement for an organization and it is ingrained in our philosophy that although not every customer is high revenue; every customer deserves to be treated as though they are.

Our Mission statement
Evolve, Adapt and Succeed. Evolve with the needs of our customers and our industry. Adapt to improve the support we provide our customers and succeed in giving the best service to exceed their expectations.

Our Vision Statement
Breeding excellence in everything we do, in support of a strong foundation built on partnerships and customer loyalty.

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