TruHearing Wins Silver Stevie Award for Exceptional Customer Service Excellence
TruHearing, a leading provider in the hearing healthcare benefits sector, is thrilled to announce its recent achievement of the Silver Stevie Award in the Best Return on Customer Service Investment category at the 19th annual Stevie Awards for Sales & Customer Service. This prestigious recognition highlights organizations for their dedication to excellence and innovation in service across various fields, with over 2,100 entries participating this year.
Founded with a mission to enhance the lives of hearing-impaired individuals, TruHearing has continuously sought to improve its customer service strategies. The recognition they received stems from their strategic reorganization of the operations department initiated in 2022. A new tiered customer service model was introduced to enhance efficiency while ensuring expert solutions for customer inquiries. The implementation of a dedicated Member Services team allows for quick responses to straightforward questions while directing more complex issues to seasoned professionals, ensuring that every customer interaction is conducted with the necessary expertise.
In a climate where employee retention remains a significant challenge across industries, TruHearing's focus on the growth and development of its contact center staff is noteworthy. By investing in agent retention and development programs, the company has created a supportive work environment that promotes long-term career growth within the organization. Not only has this approach resulted in an impressive 27-point reduction in annual attrition rates, but it has also saved the company approximately $200,000 in hiring expenses for new agents.
TruHearing's commitment to improving customer service standards is further evidenced by remarkable enhancements in its key performance indicators, such as first-call resolution and customer satisfaction rates. Feedback collected indicates that an impressive 98% of customers would opt to interact with the same representative again, underscoring the effectiveness of the company's customer-centric approach.
Derk Smedley, Vice President of Operations at TruHearing, expressed pride in these accomplishments, stating, "This recognition reflects our steadfast commitment to putting members first and continuously improving how we deliver care. Exceptional customer service isn't just a goal—it's a core part of who we are and how we make hearing health more accessible for all."
TruHearing currently serves over 160 million individuals through more than 300 partner organizations nationwide. With over 21 years of expertise in creating tailored hearing healthcare solutions, the company’s focus on delivering high-quality service and technologically advanced hearing solutions has cemented its position as an industry leader. It continues to push boundaries, ensuring that every member experiences top-notch service from start to finish.
As a testament to its outstanding workplace environment, TruHearing has been recognized as a "Top Workplace" in Utah for eight consecutive years, further emphasizing its employee-first philosophy.
For additional insights and information about their offerings, visit TruHearing.com. This recognition serves not only as a milestone for TruHearing but as a standard for customer service success in the hearing healthcare industry, setting an example for others to follow.
Founded with a mission to enhance the lives of hearing-impaired individuals, TruHearing has continuously sought to improve its customer service strategies. The recognition they received stems from their strategic reorganization of the operations department initiated in 2022. A new tiered customer service model was introduced to enhance efficiency while ensuring expert solutions for customer inquiries. The implementation of a dedicated Member Services team allows for quick responses to straightforward questions while directing more complex issues to seasoned professionals, ensuring that every customer interaction is conducted with the necessary expertise.
In a climate where employee retention remains a significant challenge across industries, TruHearing's focus on the growth and development of its contact center staff is noteworthy. By investing in agent retention and development programs, the company has created a supportive work environment that promotes long-term career growth within the organization. Not only has this approach resulted in an impressive 27-point reduction in annual attrition rates, but it has also saved the company approximately $200,000 in hiring expenses for new agents.
TruHearing's commitment to improving customer service standards is further evidenced by remarkable enhancements in its key performance indicators, such as first-call resolution and customer satisfaction rates. Feedback collected indicates that an impressive 98% of customers would opt to interact with the same representative again, underscoring the effectiveness of the company's customer-centric approach.
Derk Smedley, Vice President of Operations at TruHearing, expressed pride in these accomplishments, stating, "This recognition reflects our steadfast commitment to putting members first and continuously improving how we deliver care. Exceptional customer service isn't just a goal—it's a core part of who we are and how we make hearing health more accessible for all."
TruHearing currently serves over 160 million individuals through more than 300 partner organizations nationwide. With over 21 years of expertise in creating tailored hearing healthcare solutions, the company’s focus on delivering high-quality service and technologically advanced hearing solutions has cemented its position as an industry leader. It continues to push boundaries, ensuring that every member experiences top-notch service from start to finish.
As a testament to its outstanding workplace environment, TruHearing has been recognized as a "Top Workplace" in Utah for eight consecutive years, further emphasizing its employee-first philosophy.
For additional insights and information about their offerings, visit TruHearing.com. This recognition serves not only as a milestone for TruHearing but as a standard for customer service success in the hearing healthcare industry, setting an example for others to follow.
Topics Health）
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