HomeServe USA - Customer Service Department of the Year
Company: HomeServe USA
Company Description: HomeServe is a leading provider of home repair service plans to assist homeowners with plumbing, electrical, heating and AC system repairs when they need it the most. HomeServe has helped homeowners in the US since 2003 with over 2.8 million customers servicing more than 4.3 million repair plans and handling 2.4M calls annually with a <22 sec av. speed to answer & 98% claims satisfaction rating!
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: HomeServe USA
Tell the story about what this nominated department achieved since the beginning of July 2015 (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:
HomeServe believes a thriving culture and strong employee engagement are the key to delivering world class customer service. To ensure both exist in abundance we conduct bi-monthly Customer Service Department “Happiness” surveys, which provide a score for employee happiness (not just satisfaction) working at HomeServe, as well as providing feedback on what they like most and recommendations for change. This survey and collaborative approach to culture has been a key driver of improvements to policies and processes that ultimately drive higher engagement and customer satisfaction, such as:
• 94% Employee satisfaction
• 2.4% monthly attrition – extremely low for a sales and service center >100 seats
• 19% of contact center employees have 5 years + tenure
HomeServe is committed to employee development and leverages its leadership development program to build bench strength preparing all employees for advancement opportunities. Last year Homeserve promoted > 50 employees into leadership and support roles within the department, including:
• 10 Agents to Team Leaders
• 3 Team Leaders to Supervisors
• 1 Supervisor to Asst. Manager
To excel at great customer service, front line agents must feel empowered to do the right thing for a customer, even when it may go against standard processes and procedures. This is why HomeServe introduced Customer First, a web based application that allows employees to raise their hand when they feel a process needs review or even when a particular customer needs escalated attention. Submissions are reviewed and acted on daily by a Customer First committee. Our CEO Tom holds bi-annual small roundtable meetings with every employee where they are encouraged to ask questions, provide suggestions, or discuss concerns. This strong employee/customer culture is demonstrated by:
• Post claim satisfaction rate of >98%
• >98% post call WOW rating from customers
• 98% Mystery Shopper score
To support this customer centric culture, Homeserve leverages a market leading customer insight tool to gauge customer satisfaction at every touch point in the customer journey. Since its implementation in late 2015 we have received over 30 thousand customer surveys providing a wealth of actionable insight to help continuously improve the business. The front line also have immediate access to surveys left by customers that rate their individual performance. Negative surveys are few and far between but are acted on instantly and if necessary the customer is contacted by the Customer Advocacy Team who will apologize and work to make the situation right.
At times, customers may request services for which they do not have policy coverage, in this event agents are empowered to escalate cases to our Homeserve Cares program which has provided over $100k of coverage to homeowners at their time of need.
HomeServe values its culture and prides itself on being a great place to work and a top employer in the Chattanooga area which can be seen in the following events provided to staff:
• Company-wide “Olympics” challenge - Winning Chattanooga team flown to corporate office in Connecticut for finals!
• President awards - 10 Winners receive a 4 day all expenses paid trip to NYC!
• Company picnics, birthday celebrations and Holiday parties
• Customer Service / Customer Promise Week celebrations (See attached pics)
• Charity work with Toys for Tots, American Cancer Society, St. Judes Hospital
It’s this engagement that explains why almost half of our very first group of Chattanooga employees back in 2010 is still with us today and 73% of them have been promoted at least once.
Every member of the Customer Service team at Homeserve plays a crucial role in putting the customer at the heart of everything we do. It is their individual commitment and unrelenting focus in pursuit of our customer promise that creates a fantastic culture and desire to deliver a world class customer experience on every single call.
We couldn’t be more proud of our Customer Service team in Chattanooga and their exceptional performance and we hope you agree that they are worthy recipients of this prestigious Stevie award.