Cleveland, OH – July 31, 2012 – Hyatt Legal Plans, the nation’s largest legal service plans provider, won the top award for Quality Customer Engagement in the annual PACE Ohio Valley Chapter Best Contact Center Inventive Contest. The contest took place the afternoon of July 26 at Hyatt Legal Plans’ headquarters in downtown Cleveland. Other participating organizations included J.M. Smucker, IGS Energy, PRADCO, Highlights Magazine and Newark Electronics.
Companies were given the choice to compete in one of three categories: Sales, Service or Quality. Hyatt responded to the Quality challenge with a presentation on its Bravo! Awards—a program which recognizes client call center representatives on a monthly and annual basis. Chris Tomsa, Hyatt Legal Plans’ Client Service Director, provided an overview of the program, including award descriptions, program cost, and specific impact on employee performance.
“Because employees’ demeanor and product knowledge strengthens customer engagement, one of our primary objectives is to keep them motivated, upbeat and informed,” said Tomsa. “We know Bravo! works because we’ve seen marked performance increases every year since the program was launched 11 years ago.”
Hyatt Legal Plans conducts an annual survey among plan sponsors to gauge, among other factors, satisfaction rate among plan members. According to the May 2012 survey, satisfaction rate was 98.3% -- a 0.4% increase over the previous year.
PACE contest panel judges evaluated presentations on the basis of six characteristics including: 1. Program Originality; 2. Internal Promotion; 3. Effectiveness in Goal Achievement; 4. Audience Reach; 5. Focus on Requirements and 6. Alignment of Metrics to the Organization’s Overarching Goals. This marks the third consecutive year that Bravo! has taken first place in the Quality category.
About Hyatt Legal Plans
Hyatt Legal Plans, a MetLife subsidiary, is the country’s largest provider of legal service plans. Founded in 1977, the company serves nine million plan members and dependents through a nationwide network of 12,000 attorneys. For more information on Hyatt Legal Plans, please visit www.legalplans.com. Group legal plans provided by Hyatt Legal Plans, Inc., Cleveland, OH. In certain states, plans are provided through insurance coverage underwritten by Metropolitan Property and Casualty Insurance Company and Affiliates, Warwick, RI.
About PACE:
The Professional Association for Customer Engagement (PACE), formerly the American Teleservices Association (ATA), is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. PACE members include companies with inbound or outbound contact centers, users of Teleservices, trainers, consultants, and equipment suppliers who initiate, facilitate, and generate telephone, Internet, and e-mail sales, chat service, and support.
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