Tweet

Company: NYCM Insurance, Edmeston, NY
Entry Submitted By: Dalton Agency
Company Description: NYCM Insurance, located in Edmeston, NY, is the largest regional personal lines insurance company in New York. The company was established in 1899 and today is run by the founder's great-grandson Daniel Robinson. NYCM's customer service department earned an A+ rating from the BBB and was recognized in 2012 by J.D. Power and Associates as one of the best insurance companies to do business with.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services

Nomination Title: NYCM Insurance

Tell the story about what this nominated department 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:

NYCM Insurance is a personal lines insurance company that has been serving residents of New York State since 1899.

NYCM Implemented a CAT Team.

When calls spike after a catastrophe (e.g., Superstorm Sandy), 64 employees who typically do not work in the customer service department handle the overflow. This catastrophe (CAT) team was formed to meet a goal NYCM set in 2011 to be more responsive to customers following a catastrophe. To make this happen, NYCM invested in a major phone system upgrade. Now, phones in all offices interface, and employees can handle calls originating from multiple sources (phone, chat, email and apps).

NYCM Slashes Hold Time.

Following Superstorm Sandy, the trained CAT team was commissioned, increasing the number of customer service personnel by 40%. A customer’s average wait time was only 8.6 seconds for the first 10 days following Sandy. This represents a 43% reduction in hold time compared to the same time period after Tropical Storm Lee in 2011.

NYCM is Customer-Focused.

In 2012, NYCM developed apps for Android and Apple devices to make it easier for mobile customers to contact the company. Also, in May 2012, NYCM instituted a “virtual hold.” Instead of waiting on hold, a customer can enter their phone number to have a customer service representative return the call when it’s their turn.

Customer service representatives at NYCM are available 24/7, 365 days a year.

Every caller to NYCM speaks to a New York-based representative who understands the unique needs of NY state policyholders (e.g. deer-vehicle collision, preventing ice dams, etc.)

NYCM Has Minimal Turnover.

The retention rate for a typical call center is approximately 45%. NYCM’s retention rate is an industry-high 96% (excluding retirees). The average tenure of a NYCM customer service representative is 14.6 years.

NYCM Continues Training.

Calls are recorded and one-on-one coaching sessions are held on a bimonthly basis using a scorecard to mark progress. In addition, team leaders regularly distribute e-mail tutorials and procedural reviews.

NYCM is Community-Focused.

NYCM provides helpful tips for customers via YouTube, audio news releases, its website and Facebook page. For example, prior to Superstorm Sandy, NYCM referred customers to its storm readiness center, and afterwards, it used local media to give customers information about filing a claim.

To help raise awareness of the dangers of distracted driving, NYCM held a video contest in 2012 for high school students throughout the state and is doing it again in 2013.

In October 2011, NYCM employees distributed supplies to flood victims throughout New York. At one home, a family needed a car seat, so an NYCM employee gave them one from her vehicle.

NYCM Earns Recognition.

• In 2012, J.D. Power and Associates recognized NYCM as the second best insurance company in the Northeast. NYCM’s score increased 26 points over the prior year.
• Named “Employer of the Year” by the Federation of New York Insurance Professionals (2012).
• Holds an A+ rating from BBB of upstate New York.
• Rated A+ Superior by A.M. Best Company.

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

William (Bill) Couperthwait is Vice President of Customer Service for NYCM Insurance. During his 17 years at the company, Bill has held the roles of Vice President of Internal Audit and Vice President of the Call Center.

Bill is active in the community and currently serves on the regional board of directors for the American Red Cross Southern Tier Chapter. He also has served on boards for the Chenango County Chamber of Commerce, Chenango Council for the Arts and Chenango County United Way.

In his spare time, Bill enjoys skiing, tennis, biking, running, swimming and hunting.