Philadelphia Insurance Companies Contact Center
Company: Philadelphia Insurance Companies, Bala Cynwyd, PA
Company Description: Philadelphia Insurance Companies (PHLY) headquartered in Bala Cynwyd, PA, designs, markets, and underwrites commercial property/casualty and professional liability insurance products, incorporating value-added coverages and services for select industries. By maintaining a disciplined approach to business, we provide greater security for our policyholders and superior value for our share
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Financial Services Industries
Nomination Title: Philadelphia Insurance Companies Contact Center
Tell the story about what this nominated contact center achieved since the beginning of July 2012 (up to 525 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:
A Passion for Service! Within PHLY Customer Service, this is more than a tagline. It guides everything we do. From the second they dial the number, every customer has expectations for how the interaction will progress. Likewise, every representative has expectations when they reach for the phone. The challenge of any contact center is building a culture in which every employee thinks like the customer; in which they consistently apply knowledge and skill in creative ways to provide even better service than our customers expect or imagine. Our PHLY Contact Center embodies this culture and lives out A Passion for Service!
The team really executed last year, with service-based metrics and achievements including:
• 99.21% quality rating since January, 2013
• Net Promoter Score of 63.7, up from 56.3 last year
• Customer Service Satisfaction level of 88.18%, up from 87.41%
• Customer Service Representative Satisfaction rate of 91.38%
• Average Speed of Answer :20 seconds (:12 since implementing Workforce Management)
• Abandoned/Lost Call rate of 2.41%
At PHLY, we believe there’s no greater teacher than experience, so engaging our new hires in a training curriculum including coaching and cultivation from more experienced reps made perfect sense. Not only does our two week new hire process introduce trainees to our practices, systems and operating procedures, it allows them to understand exactly what our Culture of Customer Service means.
This process proved its value over the last several months, when PHLY doubled the size of its Contact Center. In order to provide an effective, single contact customer experience, the new group had to be brought up to speed on how to execute PHLY processes and display a true passion for serving our customers. Interaction with seasoned reps and supervisors engrained that company-wide culture; a continuing curriculum of insurance coursework and service-based training will ensure that our customers receive the highest level of knowledge and professionalism. It’s the reason our customers tell us they “…enjoy any interaction with Philadelphia employees. Always courteous and helpful, (they) respond to requests quickly.”
While delivery of exceptional customer service is attributed to an incredible team, even the best in the business need a little help to maintain the efficiency policyholders expect. In June 2013, PHLY implemented a new Workforce Management Program and Call Recording Software.
With the new Workforce Management Software, the ability to optimize schedules and assignments means our customers have immediate access without sacrificing professionalism, as witnessed by a reduced ASA and increased Representative Satisfaction Rate. Even when an agent is out, the system will quickly recalculate the workload to cover any gaps.
The Call Recording Software gives PHLY the opportunity to have calls available for reference, evaluation and coaching use. Being able to highlight a “Call of the Week” (complete with official trophy displayed at the individual’s workstation!) is a tremendous morale booster that helps maintain the level of pride in a job well done for every team member.
We know that providing top level customer service isn’t easy, but with the right group of individuals working together, it becomes more than a goal to strive for. It becomes what we do. It becomes who we in the PHLY Contact Center truly are.
Provide a brief (up to 125 words) biography about the leader(s) of the nominated contact center:
Seth Hall is currently the Vice President of Customer Service for Philadelphia Insurance Companies. He has over 17 years of service operations experience primarily focused in the healthcare and property and casualty industries.
Seth’s specific areas of expertise focus on process re-engineering, developing service-focused cultures, and continuous improvement type activities – utilizing methodologies such as Six Sigma and Kaizen.
Seth received his MBA through University of Pennsylvania’s Wharton School of Business. In addition, he has completed five Ironman Events including the World Championships in Kona, HI, is a March of Dimes Board Member, and is a founding member of the March of Dimes “Run for Babies” Campaign.