Posted on March 10, 2017
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.
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:
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:
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.
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.