WebCE Contact Center of the Year

WebCE is an industry leader in online education and training for business professionals. For over 25 years, WebCE has delivered millions of online courses to professionals nationwide. WebCE is a five-time winner of the Best Companies to Work for in Texas, winner of the Texas Consilium Business Excellence Award, and a four-time Stevie Award winner.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

Our Support Services team is an integral part of WebCE's success. The team is available to help over 1.5 million customers navigate licensing, regulations, and compliance for over 22 licenses and certifications nationwide.

We train every representative on all WebCE products so that when a customer calls our team they never have to be transferred to another person or department, regardless of their industry or license. This all-encompassing service has led to 97% of WebCE customers saying they are satisfied with their experience.

Our team is unique in that we do not use call scripts or set a limit on the time length of calls or chats. We believe that customer service should be personalized and comprehensive, trusting our team members to manage their calls and chats to provide the best service possible.

We believe when our team feels supported and encouraged to grow, it improves the way they care for our customers. Here is what one team member has to say about their experience, "WebCE gives autonomy to make our own decisions, which leads to a better customer experience. The WebCE management team also really pushes for personal and professional growth, so there are always opportunities to learn new skills."

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

At WebCE, customer service comes first. This starts with responding to customers as quickly as possible. We have achieved an average time to answer of only 29 seconds, allowing our team to address customer concerns in record time. This impressive average time to answer has resulted in a WebCE record-low 1.5% call abandonment rate.

Our commitment to not using call scripts or limiting the length of calls has led to an average of 88% of customers recommending our service to others and a 95% customer satisfaction rate. In order to meet customer needs in every way possible, we implemented a chat system in 2023 and have engaged in over 90,000 chats throughout this time.

Our team goes beyond only assisting customers who contact our team directly. We review WebCE course completion surveys for responses expressing concern about any topic that can be answered by our team. We then email that customer with the information or support they need. When a customer emails our team directly, we are committed to responding within at least 24 hours.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

We shortened our average time to answer 14 seconds from 2023 to 2025, achieving an average time to answer of only 29 seconds. This low average time to answer is noteworthy as it has resulted in a 1.5% abandonment rate, well below the 5% industry standard.

88% of WebCE customers recommend our service to others, outperforming the industry standard of only 72% according to a recent study conducted by SalesForce. These recommendations are a result of an impressive 95% customer satisfaction rate, greatly surpassing the average CSAT score of 74% across all industries, according to the American Customer Satisfaction Index (ACSI).

While these metrics showcase our commitment to providing excellent service, we believe it is the experience of our customers that matters most. Here's what WebCE customers have to say, "Excellent customer service...in this environment of AI outsourcing problem solving, your excellent skills and polite manner were refreshing and effective!"

"WebCE has been my 'go-to' for years now because of the personal attention that I get from the live telephone service."

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Attached are the WebCE 'About Us' pages celebrating our team's unique talents and personalities to provide the most complete, personable service to each customer. Thanks to our Support Services team, WebCE has been named a Newsweek Top Online Learning Provider and has been awarded the Texas Consilium Business Excellence Award for best practices that transcend industry standards. Our team was also selected as an International Customer Management Institute (ICMI) finalist for the Best Small Contact Center Award, becoming the top 5 contact center out of hundreds of applicants.

We're committed to creating the best environment possible that allows our customer services team to provide exemplary support.