Delta Defense - USCCA Member services -- Rolling with the punches.
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: Front-Line Customer Service Team of the Year - All Other Industries
Nomination Title: USCCA Member services -- Rolling with the punches.
Tell the story about what this nominated team 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:
Every year, thousands of companies make improvements to their back end system to better serve their customers and manage customer data. 2016-17 was no different for Delta Defense and it’s team of nearly 80 member services personnel. Part of our journey over the past 5 years has been moving from an entrepreneurial company into a mid-sized “contender” organization.
Because of that growth, each year there is a new, challenging transition that takes place. This year’s transition began with the implementation of our new CRM; Salesforce.
We had been using a “homegrown” solution for 7 years and training to the new and exciting world of Salesforce was taken in stride. Training staff on a new system while keeping them experts at the old system certainly proved a challenge, especially when the new system was a two year project in the making.
This required our advisors to be more flexible than ever, making careful notes outside of our CRM to be installed after the conversion process completed as we could not service existing customer data. Even with all the precautions taken to migrate accurate data and billing, our team still tackled a myriad of issues for situations we didn’t foresee; and worked to win through for our customers and our company.
KPIs for the 2016-17 year were robust as they always were and even despite the challenges and trials that came with implementing a new system, our member services team triumphed. Some of our service goals for the year were as follows: Customer Satisfaction of greater than 4.25 (on a scale of 5), Customer Effort of less than 3 (on a scale of 5) First Contact Resolution of 89% or better, Abandon rate less than 6% and NPS greater than 70%.
Even with the immense challenges that arose from starting a completely new system, our team rallied around these KPIs and successfully met or beat the bulk of them despite record call volumes, the largest staff expansion our company’s history, and new technology challenges.
Our inbound phone team finished the year with their heads held high and the following KPI statistics. CSAT 4.38, Customer effort at 2.25, FCR at 90.01% and an overall NPS of 82.1%!
From this we can infer that even during those times when we didn’t pick up the phone as fast as we had hoped due to skyrocketing volumes, we made sure our customers came first by giving them the care, time and attention they need and deserved. We are thrilled that they chose to recognize this in the metrics reported above.
This year, we also began the largest expansion of our member services team ever undertaken, investing in human infrastructure as well as information systems.
Our team doubled in size in the year from 7/1/16 to 7/1/17 and the challenge of managing that growth as well as the training for our entire staff with our new system was indeed monumental.
Thanks to our world-class onboarding and Training Team; the member services team pushed themselves to the limit to ensure our members and customers were able to get the service and products they needed from us.
All the while, our executives and leadership supported us not only in work spaces by providing outstanding resources like Arbinger Conflict Resolution Training, “skip-level” meetings and to ensure culture concerns were addressed, and great events like our company picnics and monthly mixer; “Beer and Bullet Points.” Additionally, our executive leadership provides us with “Engagement Multiplier Surveys” to target employee pain points and ensure we are engaged. This initiative was so successful, we actually were able to secure “Best Place to Work” in Southeast Wisconsin for the second year in a row.
For rolling with the punches and meeting the difficult KPIs we set, it is our pleasure to present Delta Defense’s Member Services Team as the Front Line Call Center of the Year.