Safelite Named Finalist for 2011 Call Center Award


COLUMBUS, Ohio – July 1, 2011 Safelite AutoGlass® was honored as one of two finalists for the 2011 Global Call Center Award from the International Customer Management Institute (ICMI) in the Large Call Center category. On June 15, ICMI announced the winner at an awards banquet, with the prize going to New York Life.

Safelite AutoGlass® was chosen as a finalist for its excellence in customer service. Operating within the top 5 percent of the industry, Safelite’s contact centers take 15 million calls per year with an average pick-up time of 11 seconds (2 rings), and 88 percent are picked up by the fourth ring at the latest. Customer satisfaction surveys show a 99 percent approval for Safelite’s CSRs.

Safelite AutoGlass® has two contact centers in Columbus, Ohio and a third in Chandler, Ariz., seating almost 2,000 customer service representatives. Safelite’s contact centers have been certified by the International Organization for Standardization (ISO-9001) since 2005.

“We are honored to be recognized as a finalist for this elite award, and we congratulate New York Life,” said Brian O’Mara, Safelite’s vice president of national call centers. “Just being among the top two is humbling. I am extremely proud of our talented call center team and our dedicated CSRs who have made this possible. We strive every day to achieve the best in customer service.

The Global Call Center of the Year Awards is presented annually by ICMI, recognizing outstanding customer service organizations that embody call center excellence in the following ways:
•Show a strong grasp of the core and advanced principles of effective call center management
•Measure the right metrics and consistently meet or exceed key performance objectives – always mindful of each metric’s impact on the customer experience
•Sustain a positive work culture that fosters employee engagement, development, and continuous improvement
•Demonstrate innovation and progressive strategy in terms of people management, processes and technology
•Continually strive to strengthen the call center’s role within and strategic value to the larger organization

The Global Call Center of the Year award winners were chosen by ICMI’s awards selection committee, made up of some of the leading consultants, analysts and journalists in the call center industry.

To learn more about Safelite’s call center recognition, watch Brian O’Mara’s interview with ICMI’s Layne Holley, Director of Community Services.

About Safelite AutoGlass®

Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs nearly 10,000 people across the United States and served 4 million customers last year. For more information, visit

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