Access One Inc. - Employee of the Year
Company: Access One Inc., Chicago, IL
Company Description: As a technology company specializing in the unique needs of growing businesses, we have the capability to deliver the full range of high-tech solutions you need while still providing the unmatched, personalized care.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Employee of the Year - Business
Nomination Title: Lori VanDyke: Quick Change Artist
Describe for the judges the activities and accomplishments of the nominated employee since the beginning of July last year (up to 525 words):
Within the five years that Lori (Customer Service Manager) has been with the company we have moved from a -31 NPS to a +86.
The first thing she did was change the name from Service Management to Customer Care, with the number of people on the team, (Five) the groups should sound more personalized and customer-centric not service oriented. Lori understood that the company had the foundation of customer focus but how do we differentiate ourselves.
Through motivation and consistent coaching, the CARE department at Access One has exceeded in what we promise with one call resolution and customer focus. Under Lori’s guidance of treating our customers like friends and family, we have increased our Net Promoter Score from a -31 in 2014 to now having a Net Promoter Score of +86.
Customers want their issue resolved on the first call; Customers want to trust who they do business with (do what you will say you will do when you said you would), Customers want to be in the know, and the customer wants to be heard and valued.
Customers want their issue resolved on the first call-We have ensured this for our customers by training our front line to take on extra duties, so the customer does not have to get stuck in the IVR world. There is a live rep that answers the calls, and they are trained to, go over bill invoices, take payments, 1st tier VOIP troubleshooting, Call Forward down lines, submit an order for new features, open trouble tickets and do chat online communication.
Customers want to trust who they do business with-Our customers have stated that they love working with our staff because they know that when we say we will get something done, we do. Lori gives us empowerment to make the decisions that best fit the company and the customer. If a customer has been down in their service and we look at how long they have been with us, the impact to the business and the relationship that we have built with them to make a solid decision.
Customers want to be in the know-We have set up Tech and Care buddies to partner in calling customers to inform them of the status of their tickets. The Care rep will call the customer when the tech is behind and to either call a carrier for status or to check in with the customer to let them know what is going on. Just this small change has been a big part of our Net Promoter Score increase.
Customers want to be valued and heard- Since Lori has started, we have sent out surveys to our customers and focused on the Net Promoter Score to give us insight on how their experience has been and what we can improve on. Through this resource, we have increased our NPS from a negative to +86. Also, the handwritten note cards that we send also show the customer their valueand our appreciation.
Provide a brief biography of the nominated employee (up to 125 words):
Lori VanDyke has been in the telecom industry for 14 years.