January 06 2015

Customer Service Heroes: Contact Center Overcomes Polar Vortex Challenges

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology


Congratulations to our Safelite Solutions’ National Contact Center Leadership team for winning a 2014 Everyday Heroes Award!

In addition to the Safelite AutoGlass National Contact Center that answers calls to our 800 number, our sister company Safelite Solutions also is a claims management partner to many leading insurance companies. Safelite Solutions operates a separate National Contact Center to answer calls of our insurance clients’ policyholders. These calls – both to Safelite and to our claims management team – are handled between four separate facilities – two in Columbus, Ohio; one in Chandler, Ariz.; and one in Hiawatha, Iowa. We rely on our National Contact Centers to answer phone calls from customers quickly so they don’t have to wait or hang up trying to get through.

Today, we’re focusing on Safelite Solutions, which typically answers 8 million calls each year on average.

During the Polar Vortex, the increase in call volume during the first quarter of 2014 was enormous. Despite this increase, the number of abandoned calls dropped – showcasing the team’s ability to outperform expectations and demonstrate to our insurance partners that Safelite is always there for them.

Leading Safelite Solutions’ National Contact Center team is Shannon Slade who has been with the business for more than 20 years. Her manager Vice President of Service Delivery Brian O’Mara, called Shannon’s performance “Phenomenal.” We hear a lot about “step-change” in business – it is a bit of a buzzword and often elusive to give an example however 2014 has been a step-change for Shannon and her team.

Job well done, Shannon and team! Thank you for your dedication to customer service!

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