The company’s support model emphasizes quick, accurate service while fostering human connection
OneCause, a leading provider of online and event fundraising technology, was recognized as the 2022 Best Small Contact Center at the ICMI Global Contact Center Awards ceremony held October 26th. Each year, the awards honor the companies, contact centers, and individuals leading the contact center community forward.
“The OneCause customer support team is guided by our company core values of curiosity, commitment, passion, and helpfulness as we serve our nonprofit customers,” said James Rischar, chief services officer at OneCause. “Pressed-for-time nonprofit professionals wear many hats, and they want to work with reps who have a customer-first mindset and take the time to understand their needs. Our services model is built with the customer at the center and emphasizes success through an efficient customer journey, emotional connection, and process excellence.”
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Multi-channel, agile support is at the crux of the OneCause customer support team’s strategy, including phone, email, SMS, and live chat. Self-guided and instructor-led virtual trainings helped customers maximize their success during over 10,000 nonprofit fundraising events held this year. Every metric the team tracks revolves around providing quick, efficient, thorough, and accurate service during tens of thousands of annual interactions with customers.
To drive service excellence, OneCause provides ongoing education opportunities for the customer support team through hands-on product workshops, weekly 1:1 coaching sessions, online training, and mentoring programs—all of which help develop knowledgeable, empathetic, patient, and efficient team members who nonprofit customers count on and connect with. The team’s dedication to continual improvement is reflected in their 97% customer satisfaction score for the first half of 2022.
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“Our learning-focused culture means we’re always seeking new ways to better serve our customers,” said Stephen Minto, senior director of customer support at OneCause. “Our team views processes with the mindset that even if something works well, there could be a small change or new approach that improves the customer experience.”
Organizations of all sizes and from across the globe submitted their customer support teams and high performers for consideration in the ICMI Global Contact Center Awards program. Nominees were then judged by a select panel of industry experts, including consultants, speakers, authors, practitioners, and former ICMI Award winners. The rigorous evaluation process consisted of two rounds of independent review by each judge. Finalists in the Best Contact Center categories also submitted a 5-minute video tour and answers to any follow-up questions. OneCause was honored alongside notable winners from other categories such as United Healthcare, Frontier, and Navy Federal Credit Union.