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Generali Global Assistance - Customer Service Team of the Year

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

Company: Generali Global Assistance, Bethesda, MD, USA
Company Description: Generali Global Assistance (GGA), a division of the multinational Generali Group, has been helping people for over 50 years, with roots that run deep in the assistance and insurance industries. GGA was one of the first companies to provide identity theft resolution services in the United States and is now the identity protection engine behind some of the biggest names in the insurance industry.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Multilingual Identity Theft Resolution Center Team

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

With a record 421 billion records stolen in 2016, identity theft is widespread globally. The magnitude of this number is sometimes hard to process, making it easy to never give it a second thought. That is, of course, unless you were a victim. Victims of identity fraud are part of a growing epidemic, affecting people of all backgrounds without discrimination. Victims also know that there’s more to it than just a financial loss; it’s a vulnerable experience that can leave you feeling afraid. And without the help of theft resolution experts, it could take up to hundreds of hours of your time to remedy. We take pride in being our customers’ advocates.

At Generali Global Assistance (GGA), we are committed to offering our customers the utmost in service excellence. Our customer service team is not a call center; we have a resolution team of highly-trained, certified resolution experts that are identity protection educators and counselors who cater to resolving our customer’s concerns. Additionally, 56% of our team is multilingual covering 46 languages with the top being French, Spanish and English. Unlike traditional customer service teams, our resolution specialists aren’t measured on metrics like call duration or calls per hour. Rather empathy, assistance, and immediate action are key priorities.

2016 Improvements

In March 2016, GGA launched Iris®, an identity protection platform that took our customer experience to new heights. Iris offers award-winning multilingual customer service, along with an easy-to-use portal that gives customers one-click access to their credit report, comprehensive educational resources, advanced identity monitoring, suspicious activity alerts, and an online data protection suite.

We brought on Julie Jamsa, VP, Service Delivery, in July to scale our identity protection resolution center for growth and build upon 2015’s accomplishments. Julie brought years of experience running call center and e-commerce operations with other well-known companies. Since Julie has on-boarded, we’ve made welcome changes:

We’ve revamped our customer service survey to better understand each customers’ experience, with a full-time performance analyst dedicated to understanding and improving each experience.

We’ve put dedicated QA staff with higher than previous years’ benchmarks in place so more calls are reviewed and assessed, allowing us to continuously verify our customer service is meeting high standards.

In addition to our 24-hour live phone and email service, we invested in live in-portal chat capabilities that will be implemented in early 2018

We’ve ramped up employee training so that it’s even more comprehensive and focuses largely on the customer experience, making sure that every customer interaction embodies our white-glove service.

Our YTD complaint percentage is 0.03% of total cases. When we receive any negative feedback, our management team is alerted immediately. A manager contacts the customer who submitted the negative feedback via phone within a few hours to learn how we can turn a complaint into a satisfactory resolution. After, we follow up with a letter, encouraging them to call our VP, Service Delivery if they have any feedback. We also include a Starbucks gift card and an RFID-blocking card.

People-First Internally & Externally

We promote the concept of “people-first.” This isn’t just a philosophy at GGA: each and every interaction we have – internally and externally – is a reflection of that mentality. Our customer service department, i.e., resolution center, loves what they do, but they also love who they do it with. They motivate each other, consistently recognizing each other for compliments received, and they frequently do pot luck dinners together, and participate in team building activities. We firmly believe that happier team members leads to happier customers – which is why we are committed to putting both groups at the heart of everything we do.

Saying we’re serious about outstanding customer service is an understatement. While each year we’ve always strived to serve our customers in the highest form, we elevated that level of excellence to something even greater this past year.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated team since the beginning of 2016 (up to 150 words).

-We saw client growth of 32% and grew our resolution center staff by 25%.
-Our reported complaint ratio continues to remain low, and we receive an average of 40 individual compliments per month (2 per business day), per case.
-Our time to resolution has been improved by 52% YOY.
-We achieved a complaint ratio of less than 0.03% across all clients in 2016.
-100% of our resolution team received Fair Credit Reporting Act (FCRA) certification.
-100% of all resolution specialists achieved Certified Identity Theft Risk Management Specialist (CITRMS®) certification.
-We launched our new customer portal, with a more user-friendly interface, more comprehensive protection resources, and additional options to resolve issues.
-90% of customers surveyed rated their satisfaction level with our resolutions specialists’ professionalism and commitment to resolve the problem/issue as “satisfied” or “very satisfied.”
-We increased our customer service QA benchmark and requirements, with 100% of the team.