Monitronics Wins Four 2015 Bronze Stevie Awards
Monitronics International received bronze Stevie Awards in four categories as part of the ninth annual 2015 Stevie Awards for Sales & Customer Service, presented at a gala awards dinner on Feb. 27 at the Bellagio Hotel in Las Vegas.
The Stevie Awards for Sales & Customer Service represent the world’s top honors for customer service, contact centers, business development and sales professionals. Monitronics’ awards came from more than 1,900 entries from 34 nations.
Monitronics’ Dealer Services team won awards for Back Office Customer Service Team of the Year and for e-Commerce Customer Service. Barb Holliday, director of dealer services, said that the team works hard to incorporate the company’s core values of integrity, mutual trust and respect, and high expectations.
“We have an amazing team, and it’s wonderful to be honored for providing exceptional service to our dealers,” she said. “I’ve talked with thousands of dealers over the years, and I know that if you aren’t putting your dealers’ success first, you aren’t going to be around for long. We have had a steadfast and relevant dealer program for 20 years because we know how to support one another, our customers and our dealers.”
The e-Commerce award singled out development and launch of the company’s Dealer Portal, which was the result of several internal groups pulling together. In addition to Dealer Services, the Information Technology team played a major role in site development, while the Data Integrity team provided guidance about best practices. Dealer Development also contributed with suggestions for functionality and features.
“As we move toward a robust, self-service platform that simplifies interactions with our dealers, we continue to invest a great deal of resources into our Dealer Portal,” Holliday said. “We’re proud of the tool, and look forward to continued expansion of its use in the near future.”
Monitronics’ Alarm Response Center received a Stevie for the third consecutive year, dating back to 2013. The bronze Stevie for Front-Line Customer Service Team of the Year is further justification of excellence, along with its rating as a CSAA Five Diamond Certified Alarm Center as well as its second consecutive year of IQ Certification.
Monitronics’ Vice President of Monitoring, Darin Anderson, said that the honor is another highlight of the team’s training, development, and dedication to customer safety.
“Our vision is focused on protecting what matters most to our customers,” he said. “Our agents are all trained to treat every alarm with the same urgency and attention that they would want for their own homes and families. We’re proud of our team, and of everyone who supports them inside the company.”
Training and development also play a huge role in the bronze Stevie for Customer Service Training Team of the Year. Randy Walker, director of training and quality assurance at Monitronics, said that the company has always been passionate about its commitment to training.
“We emphasize customer service because it plays such a huge role in the company’s success,” Walker said. “We want every customer interaction to be a positive experience, and our training program gives customer care representatives the tools to provide optimal service and effective ongoing support.”