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Phonak LLC

How to EnterCompany: Phonak LLC, Warrenville, IL
Company Description: Phonak is a Group Company of Switzerland-based Sonova AG, the global leader in innovative hearing healthcare solutions. For over 20-years the Phonak brand has been an internationally renowned brand within Sonova's portfolio which offers a comprehensive range of hearing solutions. More than 720 employees, located in Warrenville, IL, support the Phonak US business.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation

Nomination Title: Phonak: Commercial Customer Care Recovery

Tell the story about what this nominated team achieved since the beginning of July 2011 (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:

Phonak is a Group Company of Switzerland-based Sonova AG, the global leader in innovative hearing healthcare solutions. Our purpose is to enrich the lives of the hearing-impaired by providing the best products and services to hearing healthcare professionals. Commercial Customer Care, a team within the Phonak Service Center, has a supporting mission to provide consistent, scalable, sustainable, competitive service.

In 2009, Phonak experienced PERCENTAGE REDACTED FOR PUBLICATION growth, however operational systems and staff did not grow proportionally. As a result, we lost our standing as a strong service provider, as perceived by our customer base. The annual Customer Satisfaction and Loyalty Survey of 2010 (executed through Customer Care Management & Consulting) revealed that:

•PERCENTAGE REDACTED FOR PUBLICATION of customers reported Customer Service issues were their most serious problem
•PERCENTAGE REDACTED FOR PUBLICATION of customers cited excessive phone wait time as their most serious issue

We compared our research results against benchmark data to determine new standards and measures. In addition, we assessed other best-demonstrated practices by leading service centers across other industries. This comprehensive analysis provided insight how to identify and prioritize system and process improvements, and staffing and training protocols.

To improve the customer experience, an extensive phone redesign resulted in positive improvement sustained to date. Work Force Management allows us to proactively staff based on historic data and trending and maintain service level targets within best-demonstrated industry guidelines. This scalable staffing model supports the future growth of a now more agile Service Center.

Training has improved consistency, which in turn has positively impacted the customer experience. A dedicated training department was created resulting in amore confident, empowered employee capable of managing first-call resolution and achieving more streamlined customer interactions.

How have we done?

•The average speed of answer was significant improved FIGURES REDACTED FOR PUBLICATION.
•Since January 2012, abandon rate has been consistently maintained at an acceptable level FIGURES REDACTED FOR PUBLICATION.
•More than PERCENTAGE REDACTED FOR PUBLICATION of incoming calls are now answered in less than one minute.
•Standard deviation in quality scores was dramatically reduced FIGURES REDACTED FOR PUBLICATION.
•A sustained improvement in quality scores FIGURES REDACTED FOR PUBLICATION was realized through training and teambuilding exercises including “Phrases that Pay” and Quality Olympics.
•Nearly 100 training modules were developed, integrating Brainshark/Captivate software, SharePoint, and live presentations. Staff are certified when they achieve PERCENTAGE REDACTED FOR PUBLICATION accuracy on competency quizzes.
•Since February 2012, we have achieved PERCENTAGE REDACTED FOR PUBLICATION first-call resolution.

What are our customers saying now?

The annual Customer Satisfaction and Loyalty Survey of 2011 revealed:

• A PERCENTAGE REDACTED FOR PUBLICATION reduction of customers reporting that Customer Service related issues were their most serious problem, and
•A PERCENTAGE REDACTED FOR PUBLICATION reduction of customers citing excessive wait time as their most serious issue.

This has been a year of critical improvement for the Phonak Commercial Customer Care Team, and we look forward to meeting future challenges as we continue to evolve from a Service Center to a Solution Center, in support of our mission.

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Tara O’Dell, Director of Customer Care

Tara joined Phonak in 2010, and is responsible for setting the strategic direction of Customer Care. Committed to internal and external customers while optimizing investment and increasing efficiency, she has a proven ability to build and sustain positive change.

Prior to joining Phonak, Tara held key positions across various functions in the medical device/service industries. Notable achievements include implementing national and regional standard operating procedures and metrics, developing business synergies and continuity, business and facility integrations and using Voice of the Customer to drive change and grow market share.

A graduate of Indiana University of Pennsylvania, Tara earned a BS in Business/Human Relations. She holds Lean Six Sigma certification and is a APICS member.