LifeLock, Tempe, AZ - Customer Service Department of the Year
Company: LifeLock, Tempe, AZ
Company Description: LifeLock, Inc. is an industry leader in proactive identity theft protection. Since 2005, LifeLock has been providing consumers with the tools and confidence they need to help protect themselves from identity theft. The company has a strong focus on educating consumers and working with law enforcement and elected officials to better understand the increasing threats of identity theft.
Nomination Category: Customer Service Awards Categories
Nomination Sub Category: Customer Service Department of the Year
Nomination Title: LifeLock Contact Center
Tell the story about what this nominated organization/department achieved since January 1 2012 (up to 525 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:
In 2005, LifeLock pioneered the concept of identity theft protection. With a small handful of agents, they began protecting members with the goal of becoming the leader in this emerging field. Even in the beginning, it was clear to all that becoming the leader would never happen without first building a world-class member service department built on a culture of excellence.
Today, the LifeLock contact center is staffed 24x7x365, understanding that identity theft can happen at any time and striving to always be available for our members. The call center consists of approximately 250 agents, 20 managers, and 2 directors. Additionally, Member Services includes approximately 100 support staff, including dedicated sales and retention teams, alert and resolution specialists, quality assurance, fulfillment and resource planning.
In 2012, the LifeLock contact center handled over 2 million calls. On every call, LifeLock agents worked to create loyal members through trusted, personalized, outstanding service and peace of mind. This member-centric focus helped LifeLock achieve a Net Promoter Scores (NPS) of 61% vs. U.S. Company average of 29%, first call resolution rates of 97%, and a 50% increase in member lifetime value per call.
The LifeLock contact center leveraged specialty teams to focus on sales/conversion rates, retention rates, as well as, upsells & cross-sells on inbound service interactions. Their efforts reduced churn by 5% points; successfully offered an upsell or cross-sell to 7% of inbound service calls from existing members; improved decline payment recovery, increasing the success rate of recurring payments to 98.7%; and increased conversion rates by 19%. All of these efforts contributed to a 12% increase in total members in 2012, or approximately 276,000 new LifeLock members.
The LifeLock Alerts Team and Resolution Team work together to identify possible fraud and guide our members through resolution. Both teams are comprised of certified Identity Theft Risk Management Specialists. In 2012, the Alerts Team handled 105,767 disputes, and the Resolution Team managed 1,910 fraud restorations with a 100% resolution rate.
Recognizing that world-class service can only happen in an environment that fosters excellent, the contact center’s leadership team set out to create a culture of aligned, engaged and empowered employees. As result of their efforts, employee retention rates were above78% with only 22% turnover, verses average contact center turnover over 55%; experienced employees had an average tenure of 2.5 years, despite the company being only 7 years old; and employee referrals made up 85% of new hires.
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Provide a brief (up to 125 words) biography about the leader(s) of the nominated organization/department:
David O’Neill has over 15 years of leadership experience, primarily starting up Customer Service Contact Centers with such companies as EDS, Target Corp., and LifeLock. He also worked 4+ years as an Outbound Logistics and Repack Manager for Target. He holds an MBA in Business and is fluent in French. He is married and has 4 children.
Eric Blomgren joined LifeLock after 18 years in the financial services industry. As a financial advisor for First Financial Equity, Eric managed over $90MM in customer assets. At Charles Schwab he was named “New Team Manager of the Year” and received multiple Chairman’s Club awards. He holds a BS in Finance and Business Economics. He lives in Phoenix with his wife of 13 years.