Runzheimer - Contact Center of the Year
Company: Runzheimer, Waterford, WI
Company Description: The leader in fair, accurate and defensible™ workforce mobility programs, Runzheimer connects people, companies and their vehicles in ways that drive superior productivity and business intelligence. Delivering business vehicle programs, relocation information services and business expense solutions, we additionally empower companies with our expertise, technology and world class customer service.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Business Services Industries
Nomination Title: Exceeding Industry Standards to Deliver Best Customer Service
Tell the story about what this nominated contact center achieved since the beginning of July 2016 (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:
Across the call center industry, success is measured by a handful of Key Performance Indicators. These include First Call Resolution and agent turnover rate, but chief among them is customer satisfaction. Yet agents all over the world are rated on every interaction, scored not only by the end result but the speed with which they completed the call. Runzheimer’s Customer Care Department exceeds industry standards of customer service by not viewing each call as a race but as an opportunity to help. That’s why 100% of our calls are untimed.
Runzheimer provides technology and vehicle expense reimbursement outsourcing services to more than 1,500 clients and approximately 150,000 of their employees. Runzheimer’s Customer Care Department plays an essential role in delivering service that creates competitive advantage.
In the last fiscal year, the Customer Care team answered 258,825 inquiries from client administrators and program participants, including 146,494 calls, 89,393 emails and 22,938 chats. Serving clients who range in experience from tech savvy millennials to baby boomers, the team patiently handles and resolves 95% of all contacts upon the first call. The team increases the technical aptitude of our customers and resolves any question or need, which can range from teaching basic mobile device or computer concepts to answering an administrator’s questions.
Defying a common industry standard, 100% of all the Customer Care Department’s calls are unscripted, with interaction lengths ranging from 3 to 30 minutes. To further ensure the caller’s needs are addressed and resolved promptly, walking second level technical support was implemented to educate agents and reduce escalations.
A commitment to quality and service excellence is an ongoing part of each agent’s development plan. The Customer Care leadership team reviews a selection of each team members’ interactions monthly, providing feedback and suggestions for improvement. The team consistently meets the established quality standards with average scores ranging from 94% - 97% on call, chat, and email rubrics.
To prepare a new agent for Runzheimer Customer Care’s high standard, each new team member attends a rigorous, four week “boot camp” covering our company’s products and processes. New team members first participate in classroom training and job shadowing, followed by “driving the mouse” with a tenured team member, then performing job functions with support before flying solo within six weeks of their start date. As new products are added and processes updated, our team receives the information required to support every client.
Enhancements and new product suggestions often begin with feedback from Customer Care and ongoing analysis of contact logs. Runzheimer regularly surveys users to ensure our products exceed their expectations. Hinged on the consistent theme of service excellence, our overall Net Promoter Score well exceeds 70.
Our customer care team is a rarity, with 203 years of collective experience and 33 agents who are excited to come to work each day. Not only does it show in our retention rate of 87%, but decision-makers and leaders from a wide range of industries consistently praise the team for its dedication, patience, and helpfulness to their organizations.