MEDFORD, Mass., May 9, 2014 -- Agero, Inc., a leading provider of vehicle and driver safety, security and information services, has been honored with a CRM Excellence Award and the Top 50 Teleservices Agencies Award from Technology Marketing Corporation’s (TMC) magazine. Both awards honor Agero as a leader in the roadside assistance and contact center industries.
Agero was given the CRM Excellence Award for its Process Guidance Application (PGA) software, which acts as a virtual coach for roadside assistance. The PGA software ensures call center agents are providing the best service possible by guiding them through any kind of roadside assistance scenario using intelligent workflow combined with driver and incident data from multiple sources. This enables agents to make more effective, real-time decisions to aid in resolving the incident.
As a leader in customer contact centers, Agero also ranked as a Top 50 Teleservices Agency in verified, total outbound and inbound call volumes. Agero call centers in 2013 engaged in over 190 million minutes of total inbound and outbound calls with vehicle owners seeking related issues such as emergency roadside assistance and travel directions. Most of Agero’s services are provided through customized programs operating under the brand names of automobile manufacturers and insurers.
“We are delighted to be honored in CRM Excellence and as a Top 50 Teleservices Agency, recognizing the company’s innovation in customer communications and roadside assistance,” commented Dave Ferrick, CEO at Agero, Inc. “Agero’s PGA software has proven to be an effective tool in increasing customer satisfaction by ensuring streamlined processes between our agents and customers. Our ability to handle these large call volumes and turn these roadside events into experiences that actually improve the customer’s feelings about the brand we’re representing is what sets Agero apart.”
The CRM Excellence Awards rely on facts and statistics demonstrating the improvements that the winner’s product has made for a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.
The Top 50 Teleservices Agencies Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices agencies are ranked for being the largest agencies in the industry as measured by the amount of billable teleservices minutes completed in 2013.
The 2014 CRM Excellence Award winners can be found in the May issue of magazine.
The Top 50 Teleservices Agencies Inbound, Outbound and Interactive rankings are published online and in the April 2014 issue of magazine.
For more information, please visit www.tmcnet.com.
Agero has been recognized as a leading provider of roadside assistance and vehicle and driver safety. The company is committed to providing associates with the skills they need in order to deliver best-in-class customer service. With over 40 years of experience, the company protects over 75 million vehicle owners, with a nationwide network of more than 30,000 service providers.
About Agero
With over 40 years of experience, Agero is a leading provider of vehicle and driver safety, security and information services, including roadside assistance, consumer affairs and claims management services. The company protects over 75 million vehicle owners in partnership with leading automobile manufacturers, insurance carriers and others. Managing a nationwide network of more than 30,000 service providers responding to more than 7.5 million requests annually for emergency assistance, Agero leverages advances in technology and information services to accelerate and enhance response to drivers' needs while strengthening customer loyalty and process efficiencies. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.
About CUSTOMER Magazine
Since 1982, magazine has been the voice of the call/contact center, CRM and teleservices industries. has helped the industry germinate, grow, mature and prosper. has served as THE leading publication in helping the industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, strives to continue to be the publication that holds the quality bar high for the industry. reaches 250,000 readers every month. Please visit www.customer.tmcnet.com.
About TMC
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including , , CUSTOMER and . TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading B2B communications event, as well as industry events including: 3D Printing Conference & Expo, Asterisk World, AstriCon, CVxChannelVision Expo, Cloud4SMB Expo, DevCon5 - HTML5 & Mobile App Developers Conference, M2M Evolution Conference & Expo, Mobile Commerce Zone Conference & Expo, SecureIT, StartupCamp, Super Wi-Fi Summit, SIP Trunking-Unified Communications Seminars, Wearable Tech Conference & Expo, WebRTC Conference & Expo, and more. Visit TMC Events for additional information. Please visit www.tmcnet.com.
Kate leads service provider engagement efforts, communicating directly with Agero's extensive provider network (via email, video, tow shows, promotions and more) to share knowledge, capture feedback and continuously develop relationships. Agero's service provider ecosystem is critical to the delivery of high quality services to consumers that increase client brand reputations. Working in support of service provider affinity, it is Kate's responsibility to help providers grow their business with Agero while supporting internal stakeholders in ongoing improvement of software and processes to make Agero the easiest motor club to work with. When not at work, Kate enjoys reading and spending time with her husband, daughter and chocolate lab Penny.