Company: TransUnion, Chicago, IL
Company Description: TransUnion is a global information and insights company that provides consumer reports, credit scores, and other services. TransUnion is headquartered in Chicago Illinois.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation - Financial Services Industries
 Nomination Title: TransUnion Global Consumer - Agent Experience Recovery Program for the US Market
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 199 words used.
TransUnion is a global information and insights company that provides consumer credit reporting and other services. TransUnion's mission is to help consumers and businesses transact with confidence.
The Global Consumer team provides all of TransUnion’s markets with contact support services for the 1.5 billion consumers’ data managed. Global Consumer’s mission is to provide a consistent, compliant, and premium experience everywhere TransUnion does business.
The Global Consumer team formed between 2019 and 2022. The enterprise team manages over 2000 resources supporting dozens of geographies and lines of business. Consumers contact TransUnion agent services through channels including voice, messaging, social media, mail, email, and counter service with over a million contacts a month.
In 2022, TransUnion was underserving its consumers with poor experience. CSATs in the low to mid 60s. The importance of credit reporting in everyday life was continuing to grow. Elevating the consumer experience was going to be key to the company’s future success. In 2023 and 2024 Global Consumer implemented a powerful improvement plan which lead to recovery of agent-based consumer experience, and drive new heights for the business.
This nomination focuses on experience recovery in TransUnion’s US market agent contact experience over the 2 year period.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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 team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 239 words used.
Starting in late 2022, TransUnion implemented a 3 part approach to improving consumer experience. First, Global Consumer changed its agent sourcing strategy to larger inhouse teams. Second, the team expanded contact channels to include messaging and social media listening to consumers’ requests. Finally, agent teams implemented a 6 sigma insights based agent and process improvement plan. To better measure and capture the sentiment of consumers, a Medallia based survey approach for the main contact channels was leveraged.
Prior to 2022, 90+% of consumer contacts were handled by vendors. The team believed that an associate based experience would be more premium for TransUnion’s consumers. Through late 2022 and 2023, 60%+ of agent headcount were migrated from vendors to TransUnion’s capability centers in South Africa, India and Costa Rica.
Listening to the demands of consumers, TransUnion launched messaging services, which has grown to nearly half of real time contact volume. Live agent messaging services where then expanded in late 2024 to 24x7 availability.
Finally, the team applied 6 Sigma concepts to streamline contact experience, reducing agent tiers from 4 to 2 and simplifying the engagement for most consumers. A practice of continual agent improvement was installed to drive empathy and resolution of consumers’ needs efficiently.
The result, a 19% CSAT improvement over 2 years based on 900,000 surveys. In consumer comments, the team moved from having few very positive interactions, to having over 80% of comments being positive (vs. negative).
- 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 186 words used.
TransUnion: www.transunion.com
TransUnion Global Capability Center South Africa:
New Global Capability Centre | TransUnion South Africa
Operations mentioned as contributor to center:
TransUnion’s Virtual GCC Africa Prevails over South Africa’s Challenges To Maintain Employment Growth
TransUnion Global Capability Center India:
New Global Capability Centers | TransUnion
Operations mentioned as part of growth of center:
TransUnion Bolsters Global Team with 55% Indian Tech Talent
TransUnion Global Capability Center Costa Rica:
Centro de CapacidadGlobal de Costa Rica | TransUnion Central America
3rd Quarter Earnings: “and large breach remediation wins.” (enabled by Global Consumer)
TransUnion Announces Third Quarter 2024 Results
Good CSAT ranges refferenced, Survey Monkey
What is a good CSAT score?
Good CSAT range referrenced, Medallia
CSAT: How to Measure and Improve the Customer Service Experience | Agent Connect – Medallia
Power Point:
Slide 2: Vision of Global Consumer
Slide 3: CSAT US Market (January 2023 – January 15th 2025)
Slide 4: Resolution US Market
Slide 5: Agent Satisfaction US Market
Slide 6: Consumer Testimonials
Slide 7: CSAT Survey
Slide 8: Publication Reference Jan 2024 (around formation of Global Consumer leading into recovery program)
- 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 team's past performance (up to 250 words):
Total 230 words used.
The dramatic improvements made in CSAT moved TransUnion from “average” categorizations published by both Medallia and Survey Monkey (web sites), to the upper half of the “good” ranges for financial services.
The team delivered:
- CSAT increase of ~19%
- Resolution increase of 18%
- Agent Satisfaction increase of 18%
A consistent 5 question survey through the measurement period.
Global Consumer was able to improve confidence to the compliance and legal teams through improved regulatory SLA management with fewer process failures.
Business teams were able to leverage improved service experience metrics to expand business relationships with key financial industry customers, positioning TransUnion for future account expansion.
Additionally, the ability of Global Consumer to quickly move high quality service resource to changing demand across lines of business, positioned the business to win key new business in 2024. One key win was mentioned in the 3rd quarter 2024 earnings release for the breach space (“large breach remediation wins”). The team’s ability to partner with sales with positive experience data assisted in their ability to win. The impact of the win provided material reported growth for the business.
The team now is focusing to continue to improve looking forward with a goal to achieve “excellent” grading.
To Conclude, Global Consumer’s ability to lift the consumer experience for its’ US market, positioned the business to succeed is both delighting its consumer and accelerate its growth in parallel.
| Attachments/Videos/Links: |
|---|
|
