MEDFORD, Mass. – February 1, 2021 – Agero was presented with a Silver Stevie® Award in the “Most Valuable Response by a Customer Service Team” category in the 15th annual Stevie Awards for Sales & Customer Service for their approach to supporting front-line workers in 2020.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
Winners will be recognized during a virtual awards ceremony on April 14.
Agero is a leading provider of digital driver assistance services, responding to approximately 12 million breakdown and accident events each year for many of the most well-known auto manufacturers and auto insurance brands. The company’s associates play a vital role providing help and reassurance during times of high stress, demonstrating the highest level of professionalism in order to get drivers back on the road and back to their lives quickly and safely.
Understanding the urgency with which first-responders and front-line workers involved in vehicle breakdowns needed to get back to work and back to their lives during the pandemic, Agero modified processes to better identify, prioritize and deliver white-glove service to these individuals. The prioritized services included expedited ETAs, the option of secure alternative transportation provided by Agero’s partnership with Lyft, and proactive, high-touch follow-up to ensure these individuals were taken care of and well supported. With time of the essence, Agero launched the updated process in just 48-hours. The modified service, offered in 2020, took care of more than 2,000 health care workers and first responders.
“Each year, millions of motorists are involved in a vehicle breakdown. In these events, delivering efficient, professional help for peace of mind is vital. However, as the pandemic took hold, getting frontline workers back on the road and back to where they were needed became more crucial than ever before,” said Chris Richard, vice president of call center operations, Agero. “Every day our customer and client-focused teams are continuing to find creative ways to provide better service to customers in need -- including at-risk individuals and essential workers. We couldn’t be prouder of the work our associates – who we consider every day heroes – have done in support of our nation’s heroes during this unprecedented time.”
Comments a judge: “Agero acted swiftly and deployed a road service specifically for first responders within 48 hours. They looked after and supported our most critical resource at a time they needed us most, reducing their stress…Agero have demonstrated they acted quickly to provide a critical service to a critical market whilst being able to be more efficient.”
More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations, were considered in this year’s competition. Winners were determined by the average scores of more than 160 professionals worldwide on nine specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; more than 60 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Sales Training or Business Development Executive of the Year to Sales Department of the Year; and categories to recognize new products and services, solution providers, and organizations’ and individuals’ response to the COVID-19 pandemic.
“In the toughest working environment in memory for most organizations, 2021 Stevie Award winners still found ways to innovate, grow sales, please their customers, and secure new business,” said Stevie Awards president Maggie Gallagher. “The judges have recognized and rewarded this, and we join them in applauding this year's winners for their continued success. We look forward to recognizing them on April 14.”
Agero previously won Gold in the 2020 American Business Awards in the “Customer Service Executive of the Year” category and Bronze in the 2020 Stevie Awards for Sales & Customer Service in the “Front-Line Customer Service Team of the Year” category.
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales. More information on Agero Roadside Assistance is available here.
Agero’s mission is to rethink the roadside experience through a powerful combination of passionate people and data-driven technology, strengthening its clients’ relationships with their customers. As a leading B2B provider of next-gen driver assistance services, Agero is pushing the industry in a new direction, taking manual processes and redefining them as digital, transparent and connected. This includes: a transformative roadside event management platform powered by Swoop, a San Francisco based software company acquired in 2018; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and intuitive tow dispatch software.
The company protects 115 million vehicles in partnership with leading automobile manufacturers, insurance carriers and other diversified clients. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America and Europe. To learn more, visit www.agero.com.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.
Sponsors of the 15th annual Stevie Awards for Sales & Customer Service include Sales Partnerships, Inc., and ValueSelling Associates, Inc.
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