Company: Stafford Communications Group, New Providence, NJ
Nomination Submitted by: Premier BPO
Company Description: Stafford Communications Group is a consulting company that specializes in customer service, compliance, and marketing. Stafford works with pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies – ensuring their customer support initiatives are aligned to their marketing programs so they intrinsically support each other.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation - Business Services Industries
 Nomination Title: Stafford Communications Groups Customer Service Team
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 221 words used.
Stafford Communications has achieved significant milestones in transforming customer service operations and driving positive outcomes for its clients. These achievements underscore their commitment to excellence and innovation in consumer affairs and customer experience management. Key highlights include:
- Proactive Crisis Management: Stafford demonstrated swift intervention and agility during a critical phase following a surge in orders mishandled by the fulfillment house, mitigating reputational damage and restoring consumer trust.
- Data-Driven Solutions: Through thorough analysis and utilization of tools like Genesys workforce management, Stafford optimized staffing levels, streamlined operations, and enhanced efficiency, resulting in tangible improvements in customer satisfaction and client cost savings.
- Comprehensive Solutions Implementation: Stafford implemented a range of solutions, including restructuring contact center hours, scaling up resources, and implementing technology integrations like chatbots and automated email responses, addressing various aspects of clients' challenges comprehensively and driving holistic improvements in customer experience.
- Tangible Improvements and Cost Savings: Stafford's interventions yielded significant improvements, including a 30% reduction in staffing costs, decreased abandon rates, and improved social media sentiment, showcasing their ability to deliver strategic and financial benefits to clients.
- Client Satisfaction and Long-Term Impact: Clients have lauded Stafford's exceptional service and positive impact on consumer lives, highlighting improved online reputation and brand loyalty. Stafford's ongoing efforts in process improvements and customer journey optimization demonstrate their commitment to long-term success and sustained client growth.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 235 words used.
The supporting materials outline the following quantitative improvements in the consumer affairs program under Stafford Communications Group:
Within 1 year, we were able to increase efficiency and decrease handle times from 18 minutes to 8:42 minutes. Decreased abandon rate from over 47% to less than 3% (2.9%) and decreased staffing by 30%. The result was more than 30% savings in agent costs per month Approximately 15k- 20k a month (depending on the season) or about $180k a year.
- Average Handle Time (AHT) was improved from 10 minutes and 14 seconds in 2021 to 8 minutes in 2023.
- After-call work (ACW) decreased significantly from 3 minutes and 51 seconds in 2021 to 1 minute and 55 seconds in 2023.
- Hold Time reduced from 4 minutes and 22 seconds in 2021 to 2 minutes and 11 seconds in 2023.
- Quality Score increased to 93 in 2023, indicating a notable improvement in service quality.
- Abandon Rate dropped from 27% in 2021 to 3% in 2023, signifying enhanced accessibility and responsiveness to customer inquiries.
- Phone Volume decreased from 26,126 in 2021 to 15,389 in 2023, reflecting improved efficiency and possibly better resolution rates.
- Email volume remained relatively stable, indicating consistent performance in handling email inquiries.
- The average time to abandon calls improved significantly from 7 minutes and 43 seconds in 2021 to 2 minutes and 31 seconds in 2023, demonstrating faster resolution of customer issues.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
We are providing written answers.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 176 words used.
Stafford Communications Group was founded over 28 years ago, providing contact center support services to companies in the consumer products, healthcare, and beauty care industries. A division of Premier PBO, Stafford is located in the United States and Canada serving clients around the world. Representing over 200 household brands, Stafford provides high-touch, contact center services to companies that want to offer the highest level of service to their consumers. Stafford is well known for our consultative and proactive account management approach, regulatory compliance expertise, recall services, and complaint management experience. Superior technology and reporting tools provide our clients with the information needed to drive positive product and process improvements. The Stafford team comprises seasoned professionals with expertise in customer service management, technology integration, and crisis resolution. Their history includes successful collaborations where they have transformed customer support operations, improved efficiency, and enhanced brand reputation. Stafford's dedication to excellence has earned them accolades from clients and recognition as a trusted partner in consumer affairs and customer experience management. Visit us at www.staffcom.com and premierbpo.com.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 240 words used.
- Proactive Crisis Management: Stafford's swift intervention during a crisis, following the surge in orders mishandled by the fulfillment house after a feature on "Good Morning America," stands out. Their rapid response and agility showcased their commitment to resolving immediate challenges and mitigating reputational damage. This proactive approach contrasts with reactive crisis management commonly seen in the industry.
- Data-Driven Solutions: Stafford's emphasis on data-driven insights and analysis to identify pain points and develop tailored solutions sets them apart. By thoroughly analyzing the existing consumer affairs program and utilizing tools like Genesys workforce management, they were able to optimize staffing levels, streamline operations, and improve efficiency. Such meticulous analysis and solution development are not always standard across the industry.
- Comprehensive Solutions Implementation: Stafford's approach to implementing solutions, including restructuring contact center hours, scaling up resources, delegating tasks to dedicated representatives, and implementing technology integrations like chatbots and automated email responses, demonstrates their commitment to addressing various aspects of the client's challenges comprehensively. This comprehensive approach ensures that all areas of concern are effectively tackled, leading to holistic improvements in customer experience.
- Tangible Improvements and Cost Savings: The quantifiable improvements achieved by Stafford, such as reducing staffing costs by 30%, decreasing abandon rates, reducing average handle times, and improving social media sentiment, highlight the effectiveness of their interventions. These tangible improvements enhance customer satisfaction and result in significant cost savings for the client, showcasing Stafford's ability to deliver strategic and financial benefits.
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