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Albridge Contact Center

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Albridge, Pennington, NJ
Company Description: Since the company's founding in 1999, Albridge Solutions, Inc. (Albridge) has established itself as a leading provider of data management and financial technology solutions for financial services companies. We believe our people and relationships make the difference. Our team is personally invested in our clients’ success.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Financial Services Industries

Nomination Title: Albridge Contact Center

Tell the story about what this nominated contact center achieved since the beginning of July 2016 (up to 650 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:

BNY Mellon’s Albridge provides data management and financial technology solutions for financial services companies. The nature of our business and solutions, mean that there are no “standard” calls; our knowledgeable team strives to offer every client the best possible service by listening and collaborating on a solution—working to answer the question while providing training and resources to empower every caller to help answer and solve for their own solutions, going forward, to maximize client satisfaction and efficiency. We consider every ingoing call an opportunity to connect with our clients—not just provide a specific answer.

Our team of 13 phone agents participates in extensive, ongoing and individualized training. We believe everyone learns differently and our ability to offer customizable training to our associates sets us apart: job shadowing, recorded training sessions, and one-on-one learning with our subject matter experts during our month-long introductory training are just the beginning. We want everyone to be prepared and confident when working with clients—to know the answers, or know how to get them.

Albridge provides exceptional client experiences by promoting loyalty-building interactions with advisors utilizing the wealth reporting platform. We are truly differentiated by our people, who put service at the core of every interaction they handle. Many of our clients, in fact, have “favorite” team members that they prefer to reach out to—but everyone on our team is someone’s favorite, because we encourage that level of personality and relationship building.

A challenge unique to this year was the rollout of a major new upgrade to our award-winning Albridge Wealth Reporting platform, that meant firms and advisors all transitioned to a new solution. To support this, our team was given training and talking points, and the rollout and product upgrade was seamless—with every single client taking the new upgrade on time and efficiently.

We back up our team—choosing the “right people to serve our clients”—with innovative processes and strategies to create differentiated experiences:

The contact center is integrated with NICE technology, to develop an effective Voice of the Customer program that enables us to build loyalty, reduce churn and build a more contextualized agent coaching plan.??? NICE is able to measure the customer experience in real-time and enable us to take action. With state of the art voice recognition technology, we make sure the agents are providing the correct information and providing great service.

The system will also pick up key words that can gauge a customer’s anger or frustration; these analytics are all translated and integrated with another program, CallMiner. CallMiner allows us to offered continued training in areas such as professionalism, call interrupt courtesies, empathy, and conveying confidence. We empower our employees with tools that provide insight into their performance and make them stakeholders in the organization’s success. We recognize the team, and individual high-performers, at company-wide events such as our monthly corporate FYI’s which are often followed by social team-building events (happy hours, lunches, picnics) to improve camaraderie.

Using both tools in conjunction along with proper coaching has allowed us to achieve the following results:

-Achieved 81% SL in August, compared to 19% SL in January

-Call Abandon rate decreased 15% since January

-Event Driven Survey increase in client satisfaction

-Overall 92% KPI

More than 75% of our agents consistently score Exceeding or Extraordinary in the Agent Quality Score. This ties into our Quality Cup competition, which is an internal competition amongst all 18 Pershing business units. Historically, the team placed in last place. We are proud to say that as of August, the team is now in sixth. Albridge is not immune to the challenge of call-center turnover. However, ours is positive attrition. Our formal career path for employees helps them to understand growth opportunities and promotes engagement and a shared commitment to development (attachment). Since last year, there were 8 promotions within our own client services group—a sure indicator of team cohesiveness.