Company: MONAT Global Corp
Company Description: MONAT is global leader in naturally based, anti-aging haircare, skincare, and wellness innovations, with an unrivaled business model that enhances the self-confidence and financial well-being of one million families around the globe each year.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
 Nomination Title: MONAT Global Corp
- 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
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 168 words used.
MONAT Customer Care was first established in 2014 to support the birth of MONAT Global Corp., a leading hair care direct seller based in Miami, Florida.
Customer inquiries were handled solely in the Miami headquarters and Toronto office until 2016, when MONAT Customer Care expanded and leveraged on outsourcing in Dominican Republic and remote staff in the different regions in the USA.
Due to further expansions, the department has continued to grow its support in the Philippines, Nicaragua and Colombia via outsourcing, while continuously growing its global footprint with local offices in various geos.The improved efficiency and internal processes greatly delivered impacts to our customers over the past years.
MONAT Customer Care is expected to expand in multiple regions globally as it continuous to meet language needs for new markets.
Our Customers' Dreams Are Our Vision, this is our PROMISE! We put Customers First, we take ownership, by following up and following through. We CARE for every customer as family and provide one source for all solutions.
- 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.
- Outline the department's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 185 words used.
On top of the increase in the market support from 6 countries and 3 languages in 2020 to currently with 9 markets and 5 total languages, MONAT Customer Care accomplished massive departmental milestones over the last 2 years:
- Leveraged on remote work model with our global offices and outsourced partners while continuing to build out a state-of-the-art work space for our corporate headquarters which was kicked off prior to COVID.
- Average Handle Times Reduction:
- Phone: Almost 2 minutes reduction
- Chat: Almost 3 minutes reduction
- Email: Almost 2 minutes reduction
- ASA improvement:
- Phone: From over 2 minutes to average of less than 1 minute
- Chat: From over 31 minutes to average of less than 1 minute
- Email: From over 5 days to average of less than 2 days
- BBB Rating: From B- to A
- CSAT Knowledge from 79% in 2020 to 84.62 in 2022
- CSAT Quality from 77.43% in 2020 to 84.78% in 2022
- FCR from 67.97% in 2020 to 79.08% in 2022
- Reached an employee engagement rating of 93%, 23% higher than benchmark and 13% higher than the corporate rating.
- 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 49 words used.
BBB Rating
Best Places to Work 2022
Customer Care Welcome Video
Customer Care Graduation Video
https://www.businesswire.com/news/home/20220408005514/en/
https://monatgratitudegoal.com/
https://monatgratitudegoal.com/#ourImpact
https://monatglobal.com/recycle/
- 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 200 words used.
MONAT Customer Care has humble beginnings. From a small in-house contact center, it transformed into a structured, customer centric, knowledge-focused contact center over the years. Due to the operational efficiencies and customer experience improvements, it created a positive reflection of how MONAT values its customers as family. Some of the global initiatives implemented between July 2020 to 2022 that impacted the performance positively:
- Improved efficiency by reducing AHT coaching and development.
- Redesign of the Knowledgebase, now known as STACIE.
- Creation of specialized pages specific to customer types and staff profile
- Training enhancements including:
- Redesigning of the new hire training journey
- Invested in Soft Skills Enhancement training that was implemented in all sites globally
- Successful execution of the SVP Gap Challenge - a global competition across all sites to analyze the issues within the SOPs and the factors that impacts the Customer Care’s performance, plan and execute action plans to address these challenges.
- Implemented global newsletter and employee recognition program to strengthen employee and partner engagement.
- Developed a Hybrid Model for the return to office for support staff
- Developed an effective and efficient interdepartmental infrastructure
- Customer Care branding & Promise Launch
- Participated in various company-wide activities to further uphold social responsibility.
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