As a part of its commitment to providing a best-in-class customer experience, Vonage set out on a mission to redesign and streamline its customer service new hire program with a goal to increase performance during the onboarding process. The Company’s Learning and Development (L&D) team designed a proprietary, interactive and cutting edge program that was easy to implement and measure, and that was accountable for both reducing costs and improving the customer experience. These levels of measurement and evaluation are not traditional in the L&D space. This Excellence Award not only recognizes the innovative design of the program but also notes the increase in Vonage’s speed to competency for newly hired customer care agents, which went from 120 to 60 days – achieving a record annualized savings for onboarding new hires.
“Vonage’s success depends on understanding our customers in order to provide them with products and services to help them connect better. After all, without them, there is no us,” said Robert Sutton, Senior Vice President, Customer Care, Vonage. “It is an honor to receive this award and to be recognized for our excellence in customer care. Our commitment to our customers not only strengthens our position as a leader in cloud communications, but has allowed us to provide them with best-in-class service and support for the ultimate customer experience.”
“Winning a Brandon Hall Group Excellence Award means an organization is an elite innovator within Human Capital Management (HCM). The award signifies that the organization’s work represents a leading practice in that HCM function,” said Rachel Cooke, Chief Operating Officer of Brandon Hall Group and head of the awards program. “Their achievement is also notable because of the positive impact their work in HCM has on business results. All award winners must demonstrate a measurable benefit to the business, not just the HCM operation. That’s an important distinction. Our HCM award winners are helping to transform the business.”
The award entries were evaluated by a panel of veteran, independent senior industry experts, Brandon Hall Group analysts and executives based upon the following criteria: fit the need, design of the program, functionality, innovation, and overall measureable benefits.
Excellence Award winners will be honored at Brandon Hall Group’s HCM Excellence Conference January 24-27, 2017, at the PGA National Resort in Palm Beach Gardens, Florida.
For more information about the 2016 Brandon Hall Group Excellence Award, visit the full award page.