Worry-Free Week at Unified Communications as a Service (UCaaS) provider Intermedia.com is an annual cross-collaborative event that aims to highlight the importance of customer service. It trains employees in more than half of the company’s business units, including Technical Support, Customer Onboarding, Customer Service & Billing, Strategic Account Management, Worry-Free (quality), Workforce Management (WFM), and Client Services Training.
Program Details
Each year, Intermedia.com spends an entire week engaging its Client Services employees with games, teambuilding exercises, company swag, daily tips, leaderboards, and a wiki landing page. The company wraps it all up with a virtual company town hall highlighting game and raffle winners and outstanding Worry-Free employees.
Working with leaders within Client Services, the Training team coordinates the event with Client Services business units across Intermedia.com spanning four countries. The senior creative director in Marketing helped to design a logo that is used across any event-related resources or swag for consistency in messaging and branding, as well as to get employees excited about the event. Intermedia.com begins by sending out messaging, including e-mails; preparing people in team meetings; and delivering branded, Worry-Free zip-up hoodies and tin mugs before the event starts.
During Worry-Free Week, employees visit a landing page in the company wiki that allows them to access the activities, daily customer service tips, and announcements of game winners and members of the Customer Service Wall of Fame. One Client Services member is chosen each day to be highlighted on the Customer Service Wall of Fame. To receive this accolade, the Client Services Technical Support engineer must receive a perfect 10 on a recent Customer Satisfaction (CSAT) survey. Participants are encouraged to build teams to compete for prizes outside their normal day-to-day interactions. For example, team members from Nicaragua paired with those from Saint Petersburg, Russia. Teams that formed had to come up with team names; the best team name won a prize.
With the transition to remote working due to COVID-19, Intermedia.com found a greater need to have scalable activities for a remote and global workforce. Since the pandemic, Worry Free Week was redesigned to give employees customer service knowledge and resources in a more scalable way, with participation available to more business units across more regions than ever. Worry-Free Week was enhanced to unify these regions, encouraging people to work together cross-functionally to build team cohesion and share ideas with peers, enabling the organization to showcase accomplishments from members on various teams and regions.
Additionally, Intermedia.com utilizes its internal tools such as Unite online chat; Knowledge Base; the company wiki; and its learning management system (LMS), Docebo.
Results
Intermedia.com reached a Client Services Technical Support CSAT score of 9.4 (above its 9.0 goal) and a Transactional net promoter score (NPS) of 78 (just under the 80 goal).
The company also met another of its goals in 2020, receiving the JD Power Award for Certified Assisted Technical Support—certified by the Technology & Services Industry Association (TSIA) —for the fifth year in a row.
