LONDON, March 8, 2016 /PRNewswire/ --
CRM Magazine has named Labor First, an organisation that manages health benefits for retirees, as a 2016 CRM Service Elite Customer Company, crediting much of its success to the support of NewVoiceMedia, a leading global provider of cloud technology, which helps businesses sell more, serve better and grow faster.
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According to CRM Magazine, "the 2016 CRM Service Elite awards recognise end-user companies that demonstrate the best measurable results and ROI from their contact centre and customer service deployments".
In 2009, Labor First saw its member numbers grow exponentially, jumping from 250 to more than 25,000. The company was unsure it could handle the reciprocal call volume to sustain this growth and looked for new technology to help it maintain its pledge of customer service excellence.
In August of 2014, Labor First opted for NewVoiceMedia as its contact centre provider and was able to implement the solution within three days. Following the switch to NewVoiceMedia, the company made almost $200,000 in savings from staff costs and was able to improve its customer service efficiency tenfold, saving agents an average of 5 to 10 minutes per call.
"The benefit from NewVoiceMedia was almost immediate," said David Zawrotny, Labor First's president and COO. "The solution was more than just a contact centre; it leveraged our existing Salesforce data to give us smarter interactions with our customers. We were able to deploy features like call reporting, agent analytic dashboards, dynamic routing and outbound caller ID. "
Because of the immediate benefits from NewVoiceMedia's ContactWorld solution, Labor First was able to expand its services to more than 30 labour unions across the U.S. The business can now handle 250 to 500 calls per day and maintain dynamic scalability. The company has continued to grow and maintains a superior level of service to all its customers.
"We're thrilled that Labor First has been named CRM's Service Elite Customer Company," said Jonathan Gale, CEO at NewVoiceMedia. "This honour validates our commitment to delivering best-in-class cloud customer contact technology that truly helps customers like Labor First significantly improve their business results."
Click here for a complete list of 2016 CRM Service Elite Customer Companies.
For more information on Labor First, visit http://www.labor-first.com. For further information about NewVoiceMedia, visit http://www.newvoicemedia.com.
About Labor First
Since being founded in 2005, Labor First has been proudly servicing the health benefit and insurance needs of ERISA multi-employer plan sponsors and their retired participants. Labor First Retiree Benefit Services works in conjunction with plan administrators and professionals to structure cost-effective solutions that meet each Plan Sponsor's unique retiree health benefit needs.
Labor First designs product options and integrated retiree benefit management services that are structured to meet the administrative and operational requirements of each plan sponsor. A unique partnership-based approach is created by providing hands-on skills, dedicated services, data analytics and strategy development, which in turn are translated into results for each retiree benefit plan.
About NewVoiceMedia
NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor's award-winning cloud customer contact platform revolutionises the way organisations connect with their customers worldwide, enabling them to deliver a personalised and unique customer service experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.
Spanning 128 countries and six continents, NewVoiceMedia's 500+ customers include PhotoBox, MobileIron, TNT, Lumesse, JustGiving, Canadian Cancer Society and Wowcher. For more information visit http://www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia.
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