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Delta Defense - Contact Center of the Year


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Delta Defense, West Bend, WI
Company Description: Delta Defense manages the United States Concealed Carry Association (USCCA), providing responsibly armed Americans the very best in firearms education materials, instruction and insurance. The USCCA protects more than 235,000 people nationwide from the aftermath of a self defense shooting with their Shield™ policies and publishes Concealed Carry Magazine™ with distribution of 250,000 + readers.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Other Service Industries

Nomination Title: Unprecedented Customer Experience

Tell the story about what this nominated contact center achieved since the beginning of July 2017 (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:

The most important skill a contact center team can possess is the ability to build trust by communicating, demonstrating and continually reinforcing the value a customer can expect 100% of the time they do business with a company, regardless of which agent with whom a customer interacts. The contact center team at Delta Defense is staffed with agents who meet customers where they are on their journeys and ensure that they do what is right for the customers every step of the way. What makes our team worthy of your Contact Center of the Year recognition is the fact that the agents are not just aligned with what we do and how we do it; rather, our strength is found in every agent’s alignment with our “Why?

Our business exists to support those who believe they have a duty to protect themselves and those they love. We believe that each member or customer is a hero for taking the responsibility of ensuring the freedom and safety of his or her family. As a result, we seek to staff our contact center with professionals who are wholly dedicated to living and supporting that lifestyle and providing the absolute best education, training and support for our members and customers. The 42 advisors we have on staff received more than 769,000 contacts in one year from members, customers and those interested in learning more about how we can help them achieve their goals. At approximately 18,300 contacts per advisor, it takes more than a simple commitment to getting the job done. Each of these contacts represents a real person trying his or her hardest to learn how to better defend and protect himself or herself and his or her loved ones. We’re there to fill needs ranging from personalized product recommendations and membership questions to nuanced self-defense lifestyle inquiries and advice.

In order to provide the lowest effort, highest quality and most life-simplifying customer service, we expanded our contact center to 24/7. This move offered our customers 124% more time to reach a live agent through phone, email, chat and social media. Providing these options allows customers to experience reduced hassles, reduced anxiety and increased access and connectivity to a business and community that our members count on to be there for them whenever they need it.

But simply offering more time and increased contact options doesn’t mean much if you aren’t providing great service. The two main ways our customers reach out to us in live time are phone and online chat options. We answered 70% of phone contacts within 20 seconds and responded to 78% of chats within 30 seconds. Beyond those service numbers, we achieved a customer effort score of 2.15 (1-5, 1 being lowest effort), a customer satisfaction score of 4.56 (1-5, 5 being highest) and 93.6% first-contact resolution. It is clear that our members and customers love what we do. This is made possible by a staff who understands that empathy, energy and ease of doing business must spearhead our service and sales experiences.

Our company recognizes that the voice of the customer is a powerful resource, and our leadership encourages our agents to provide customer feedback to each department here. These collaborative efforts have resulted in website improvements, increased payment and subscription options, expanded product offerings, and an enthusiastic customer base who gives us an 80.4 NPS score. Our contact center continues to find influential ways for our teams to provide exactly what our customers want and need — when they want and need it.

Your recognition would serve to validate that while what and how to do something is important, true contact center excellence is achieved when each agent lives and serves through the “Why?” of the company. The contact center of Delta Defense is your Contact Center of the Year.

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