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HomeServe - Management Team of the Year


Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: HomeServe, Chattanooga, TN
Company Description: HomeServe is a leading provider of home repair service plans to assist homeowners with plumbing, electrical, heating and AC system repairs when they need it the most. HomeServe has helped homeowners in the US since 2003 with over 2.8 million customers servicing more than 4.3 million repair plans and handling 2.4M calls annually with a <22 sec av. speed to answer & 98% claims satisfaction rating!
Nomination Category: Management Categories
Nomination Sub Category: Management Team of the Year - Consumer Services Industries

Nomination Title: Working collaboratively to inspire and deliver excellent customer service

Tell the story about what this nominated management team has achieved since January 1, 2016 (up to 650 words). Describe the specific impacts the management team has had on your organization Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Handling 2.4 million calls annually with a <22 sec average speed to answer HomeServe works to deliver on its customer promise in every single customer service interaction. Led by our CEO, Tom Rusin, the company’s Customer Promise was created (see attached) and has become the culture by which all departments operate. Every step of the customer service journey is closely monitored to ensure delivery against this.

To ensure that the Customer Promise message was clearly delivered and that all employees understood the importance of this messaging, Tom personally presents twice per year to every employee in small group sessions. This committed top down approach to customer service ensures an engaged, committed workforce down to the entry level contact center agent and also drives the following employee performance:

-94% Employee satisfaction
-Extremely low 2.4% monthly contact center attrition
-19% of contact center employees have greater than 5 years tenure

It’s this engagement that explains why almost half of our very first group of Chattanooga employees back in 2010 are still with us today and 73% of them have been promoted at least once!

HomeServe leaders are obsessed with delivering exceptional customer service as can be seen in the monthly Voice of the Customer (VOTC) meetings, which reviews 14 different performance indicators that directly relate with 1 or more of our 5 customer promises. While typically performance is of a high standard, Homeserve understand that occasional customer complaints do happen and with this in mind ensure every complaint is evaluated and reported against in the VOTC meeting. Complaint trends are identified and resolved to continuously improve company performance.

As a result customer satisfaction based on post claim surveys is above 98%!

Customer service reps have direct access to leadership via a dedicated Customer First website. Reps are encouraged to log any customer inquiry where policy, product or process prevents them from delivering an exceptional service in accordance with our Promise. Within 24 hrs the Customer First committee reviews all submissions and facilitates customer resolution and root cause analysis to determine potential process improvement.

Rob Judson, SVP Contact Center Operations, a 14 year veteran of HomeServe is responsible for leading the customer experience at HomeServe and chairs the monthly VOTC meetings. Rob has been instrumental in delivering multiple customer survey touch points to include real-time customer insight at every point in the customer lifecycle. Root cause analysis into this insight has been responsible for driving down customer dissatisfaction more than 24% below the company’s goal and achieving impressive claims satisfaction scores across the board.

Real-time call survey data is available at the agent, team and departmental level to drive continuous improvement

In order to gain additional insight into customer service experiences Rachael Barrow, Manager of Customer Experience was responsible for implementing new technology that converts call recordings into text and mines the data to analyze customer feedback and allow for root cause analysis on service interactions. This new technology has been a key factor in identifying both agent level and system wide level opportunities to improve the customer experience. Through call mining data Rachael and team were able to work with the contact center supervisors to create call mining templates. Supervisors are now able to monitor hundreds of calls in a month verses what was only a single call per week to identify performance trends.

-16 months straight hitting company compliance standards of above 95%
-97.7% Customer Experience quality score, .5pts improvement over 2015 and 1.7pts over 2014

Every member of the Customer Service Management team plays a critical role in putting the customer at the heart of everything we do. It is their individual commitment and unrelenting focus in pursuit of our customer promise that creates a culture and customer experience we are incredibly proud to provide on every single call.

We hope you agree that are Customer Service Management team at HomeServe are worthy recipients of this prestigious American Business Award.

In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this nominated management team since the beginning of 2016.

- Grand Stevie Award and 16 time Stevie Award Winner!
- 94% Employee satisfaction.
- 2.4% monthly attrition – extremely low for a sales and service center >300 seats.
- 19% of contact center employees have 5 years + tenure.
- 50 internal promotions including - 10 Agents to Team Leaders, 3 Team Leaders to Supervisors, 1 Supervisor to Asst. Manager.
- Post claim satisfaction rate of >98%.
- >98% post call WOW rating from customers / 98% Mystery Shopper score.
- 14% reduction in call minutes per policy YOY while delivering exceptional customer satisfaction.
- Utilized speech analytics to increase call screenings from 12.1k QA reviews to 655k reviews during the year at just 5% of the $3.2m cost it would cost to screen 655k calls using traditional methods.
- Provided over $100k in goodwill claims to homeowners in need at a time when they need it most.