OppenheimerFunds Inc.
Company: OppenheimerFunds Inc., Englewood, CO
Company Description: OppenheimerFunds, founded in 1960, is a financial services company, with $170.54 billion in assets under management (as of November 30, 2011), that provides mutual fund products to help our shareholders reach their investment and retirement goals. We couple our diverse fund products with our world-class customer service, creating a desirable and gratifying customer experience for our shareholders.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats)
Nomination Title: OppenheimerFunds Resource Strategy
Tell the story about what this nominated team achieved since the beginning of July 2010 (up to 500 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:
OppenheimerFunds, Inc. has been helping investors achieve their financial
goals since 1960. We are one of the nation's largest and most respected asset
management companies, and are widely recognized as an industry leader in
educating and empowering investors through our award-winning customer
service.
OppenheimerFunds was ranked 4th in the Denver Business Journal’s “Best Places
to Work” awards in Denver for 2011 in the mega-sized company category. The
ranking is supported by our Client Relations department attrition rate of 11%
(2010-2011) as compared to the industry average of 40%. Implementation of
OppenheimerFunds’ Client Relations Resource Strategy has led us to exceed our
Service Level Goals by 5% from July 2010 to present. This strategy has
enhanced customer experience while decreasing errors by 29% in a 12-month
period. The following initiatives are a part of our Resource Strategy:
Flexible Representatives
We have adopted a Flex REP model in which team members are trained to process
mail, faxes, and handle incoming telephone calls daily. Over 21% of our
Client Relations Department uses the Flex REP Model with many positive
results.
•Facilitates managing work volumes
•Develops new skills
•Increases efficiency
• Processing and phone volumes, that remained consistent year over year,
were successfully handled by 12% less full time employees (reduction through
natural attrition)
WAVE (Wide Area Virtual Environment) Program
WAVE is a telecommuting program which allows employees to accomplish their
normal day to day responsibilities from a home office. The WAVE program
provides employees the flexibility to work from home by connecting with
company servers and in-office systems through the internet.
•29% of Client Relations employees utilize WAVE
•Increases independence and builds self-management skills
•Minimizes travel time to and from office
•Promotes healthy work-life balance
•34% of non-WAVE Employees have the ability to work from home during
adverse weather or disaster conditions
Variable/Part-time Staffing Model
A variable staffing model is utilized by adding temporary and part time
employees during peak volume periods.
•Lowers costs, increases flexibility
•Enables us to meet Service Level Agreements during peak periods
•Leads to successful, permanent employees
Learning Card
In 2011 OppenheimerFunds began offering a $1,000 per year Learning Card for
each employee, to be used for a wide variety of internal and external classes
that pertain to the industry, company, and personal professional development.
This self-directed learning leads to better educated and higher performing
employees.
•Investment in employees benefits both the individual and the company
long-term
•Over 300 offerings internally, unlimited external options
•Associates empowered to gain education beyond basic training
•58% of employees took advantage of opportunity
Adherence Based Metrics
Based on associate feedback, we transitioned from calls per productive hour to
a schedule adherence metric. Being available to take calls when scheduled
rather than focusing on number of calls taken empowers associates to service
customers without call handle time restrictions.
•29.47% reduction in errors
•Enhanced customer experience contributing to Best in Class Prime
Performance results for three consistent years
•10.58% increase in representative availability to customers
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
OppenheimerFunds Wins Accolades for Performance
https://www.oppenheimerfunds.com/articles/article_03-24-11-141814.jsp
Dalbar Recognizes OppenheimerFunds.com
https://www.oppenheimerfunds.com/targetedCopy/CommonPages/companyNews/awardsPage.jsp
Oppenheimerfunds ranked 4th in Denver Business Journal 2011 “Best Places to
Work”
http://www.bizjournals.com/denver/news/2011/11/18/photo-gallery-denver-area-2011-best.html
OppenheimerFunds Wins Optimas Award 2010
http://www.highbeam.com/doc/1G1-243893856.html
The Mutual Fund Education Alliance (MFEA) Star Awards Recognition
https://www.oppenheimerfunds.com/articles/article_11-21-11-164942.jsp
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Lori Taylor began working with OppenheimerFunds 14 years ago as a Customer
Service Representative and is currently Vice President of Client Relations at
our Denver Campus. Her leadership philosophy is to encourage taking risks,
while facilitating a healthy environment that celebrates attempts, successful
or not, to make a difference. She believes an effective leader should be
transparent and approachable to facilitate change. In addition to her
leadership strides within OppenheimerFunds, Lori has served as Co-Chair of the
National Investment Company Service Association (NICSA) Midwest Committee and
the Chair of the College Savings Plan Network (CSPN) Operations Sub-
Committee.