JM Bullion - Contact Center of the Year
Company: JM Bullion, Dallas, TX
Company Description: JM Bullion is the premiere bullion dealer in the United States. We offer the lowest prices in the nation, same day shipping, and superior customer service.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - All Other Industries
Nomination Title: Explosive Growth and Superior Service
Tell the story about what this nominated contact center 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:
JM Bullion, a leading online retailer of precious metals, has been recognized three times over the past fifteen months for our mushrooming success. Despite the challenges of such explosive growth, our Customer Service Department’s commitment to superior performance has not wavered.
For perspective: Since July 2015, JM Bullion customers placed 256,363 orders, and our small CSR team answered 69,887 calls. Over those eighteen months, JMB’s overall service level rose 14.8%, our average speed to answer decreased by 40 seconds, there were 6.34% fewer abandoned calls, and the transfer rate dropped 2.85%. How did we maintain our standard of exemplary service? By utilizing a two-pronged approach:
1. We empower CSRs by providing them with the knowledge, resources, and support necessary to confidently and competently assist and inform customers.
2. We encourage employees’ well-being and optimism by cultivating a pleasant environment in which they genuinely enjoy working.
Our dedication to our self-named “Bullionaires” directly impacts Bullionaires’ dedication to ensuring customer satisfaction.
A closer look:
1. Fall of 2015, JM Bullion began establishing strategies to secure CSRs’ success and promote positive customer experiences. A comprehensive Customer Support Department training manual and curriculum were developed, resulting in the implementation of a more formal and extensive training for new hires. In 2016, we introduced our CSRs to ProcedureFlow, a tool readily accessible to all agents that allows them to see the most current, proper procedures, resulting in quality and consistent service. Also in 2016, JMB developed a Call Quality Assurance program. Our Quality Assurance Specialist listens to and grades several calls per CSR per week using the QA form, which focuses on core Customer Service skills. Supervisors listen to multiple calls per CSR, then have one-on-one bi-monthly meeting with each to review strengths/weaknesses, give feedback, and offer advice. If Supervisors are listening to a live call and something needs to be addressed, they will take a few moments to provide real-time coaching. Winter of 2016, we started our weekly on-going training sessions for all CSRs.
Bullionaires are rewarded for their hard work. At the weekly CSR meeting, a different rep is featured, his/her recent accomplishments and contributions are enumerated, and a silver coin is given as a token of appreciation. Every week, the Call of the Week banner is hung over a deserving agent’s desk. Each quarter begins a new Customer Service Department Utilization contest, in which the amount of time CSRs are at work is compared to the amount of time they spend assisting customers or marked as ready. Substantial prizes are rewarded to both the first and second place winners.
2. In November 2016, Great Place to Work and Fortune named JM Bullion America’s 5th Best Workplace in Retail. Our stellar ranking is due to management’s conscious efforts to create a positive working environment. Tom Fougerousse, Vice President of Operations, explains the motivation behind this, “Our Bullionaires are the company’s most valuable asset, so we try to ensure they are treated accordingly . . . If you want an exceptional team you need to create an exceptional work environment, and we look forward to continuing to do right by our employees in the coming years.” Indeed, JMB has instilled a genuine sense of family among Bullionaires.
In addition to the usual benefits offered by most companies, Bullionaires enjoy bagels on Monday, fresh fruit and other snacks throughout the week, catered lunch every Wednesday, Thursday Happy Hour, a scheduled weekly on-the-clock hour of self-enrichment, regular company outings, and tickets to various events. We even have a company Indoor Kickball team! Whenever JM Bullion is recognized for an achievement, management hosts a celebration for Bullionaires, as well as their family, friends—and, sometimes, even their pets!
Last year, JM Bullion won the Bronze Stevie Award. This year, our Customer Service Department aspires to win a precious metal Stevie Award, seeing as that is our industry. Our Bullionaires have earned such an honor.