Nominations Recognize Exceptional Leadership, Innovation in Advancing Customer Contact Profession
Virgin Pulse, the leading global provider of tech-enabled solutions focused on improving the health and wellbeing of its members, today announced it has been named a finalist for the 2021 CCW Excellence Awards in two distinct categories: Best Contact Center Culture and Best in Class Contact Center (100+ Seats).
Through its Homebase for Health™ solution, Virgin Pulse is changing lives for good by making it easier for people to understand and take action towards their personal health and wellbeing goals. The company’s Member Services team is a critical factor in achieving this mission, providing excellent customer service to millions of end users by establishing a culture of quality and excellence that keeps employees engaged, motivated to serve and innovate, and positions the team as a critical conduit to the Voice of the Consumer.
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“Our employee experience is the number one driver of members being successful in their journey and delivering our business goals,” said Michael Pace, Senior Director, Member Services at Virgin Pulse. “In creating an engaging, fun and rewarding culture, we have also cultivated an environment of continuous process improvement that has translated to tangible return on investment and value for our clients and company.”
Some of Member Service’ key achievements from 2021 include:
- Saving more than $1.1M in cost avoidance by intercepting more than 10% of forecasted contacts. Process and technical improvements that contributed to this goal included adding FAQs into the mobile app, Visual IVR, and proactive communications.
- Decreasing Contact to Member Rates from 2.86% to 1.51%, which with millions of active members represents hundreds of thousands of contacts intercepted.
- Decreasing Cost per Active Member by $0.05, which ties to member rates, channel distribution, leveraging of worldwide resources, and use of technology.
- 88% customer satisfaction score (90%+ every month after April), up 4% from the prior year.
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“It is an honor to be named a finalist among the other companies nominated in these two categories,” added Pace. “I’m incredibly proud of the work our team has done and am honored that their work to deliver excellent customer service is being acknowledged at a national level.”
The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. The awards highlight top practices, superior thinking, creativity and execution across the full spectrum of contact center functions. Award winners will be recognized during the CCW Excellence Awards Gala, Tuesday, December 14 in Las Vegas.
