JM Bullion prides itself not only on its varied catalog of gold, silver, platinum, and palladium products, but also on offering our customers the best customer service experience possible. Last year, JM Bullion was honored with a Bronze Stevie Award for the work of its customer service department. After working extensively to improve upon a strong foundation in customer service, JM Bullion was recently honored with a 2017 Gold Stevie Award for Contact Center of the Year.
How JM Bullion Won the Gold
In order to be considered in the judging for Stevie Awards, companies must submit an essay package outlining their accomplishments in the field. Thanks to our own Tessa Aschner, the judges were presented with an articulated case in favor of JM Bullion’s customer service group, which has dealt with strong growth and increased call volume in the face of increasing demand for precious metals.
A few notes of value from the JM Bullion essay include the following:
Despite the challenges of such explosive growth, our Customer Service Department’s commitment to superior performance has not wavered. For perspective: Since July 2015, JM Bullion’s small CSR team answered 69,887 calls. Over those eighteen months, JMB’s overall service level rose 14.8%, our average speed to answer decreased by 40 seconds, there were 6.34% fewer abandoned calls, and the transfer rate dropped 2.85%. How did we maintain our standard of exemplary service? By utilizing a two-pronged approach:
- We empower CSRs by providing them with the knowledge, resources, and support necessary to confidently and competently assist and inform customers.
- We encourage employees’ well-being and optimism by cultivating a pleasant environment in which they genuinely enjoy working.
The judges agreed with the assessment of, and performance, of the JM Bullion customer service team. In their feedback in awarding JM Bullion with the Gold Stevie Award, the judges noted the following:
- Great company great results in Great Place to Work and Fortune named JM Bullion America’s 5th Best Workplace in Retail. Good job.
- Nice metrics and testimony/feedback in support of the story.
- Strong focus on developing employees to deliver great service. Great results through continuous improvement from an engaged workforce!
- Solid nomination listing results to the processes.
- What I enjoyed reading was both the material on the culture as well as the respective results in service level,speed of answer, and reduced abandoned call rates. It would have been useful to have included YOY call and staff levels. That said the emphasis on employee engagement and the training roll out were big positives.
What is a Stevie Award?
The Stevie Award was first introduced in 2002 and is awarded on an annual basis by the American Business Awards. The annual awards are given to companies exhibiting excellence across a variety of business activities, from individual awards for leadership and management, to group awards for sales growth, new product introductions, and customer service.
A group of more than 200 executives from a variety of industries review the submission package from each company, with the business earning the highest aggregate score from the judges receiving the Gold Stevie. Below the gold winner are the remaining companies with a qualifying score, categorized across a silver and bronze level.
A Special Honor for Our Customer Service Team
The hard-working folks in the JM Bullion customer service call center deserve a tremendous thank you from JM Bullion. Your hard work and dedication to ensuring all customers shopping for precious metals with our company receive the highest quality of service have directly resulted in this distinguished award.
Of course, no award for customer service would be complete without the customers we serve. We’re pleased that you’ve chosen to invest in your favorite gold, silver, platinum, and palladium products through us. It is our goal to continue offering you the highest level of customer service possible throughout 2017 and beyond.
