Medford, MA, USA, April 20, 2020 -- Agero, a market provider in driver assistance services for automotive manufacturers and insurance providers in North America, announced it has been named a winner in the "Executive of the Year" and "Organization of the Year" categories in the 2020 Excellence in Customer Service Awards presented by Business Intelligence Group.
Business Intelligence Group recognized Agero for:
- Exceptional leadership under vice president of contact center operations Chris Richard, who materially transformed the contact center and customer service organization, driving significant impact to the enterprise with optimized workforce management, new technology and creative associate engagement. As a result, his team is delivering greater efficiency and productivity while improving customer satisfaction and Net Promoter Scores (NPS).
- A highly committed and empathetic team that supports drivers through potentially life-threatening situations and plays a vital role providing help, a calming presence and reassurance during a high stress situation. The team has delivered more consistent and better service levels and reduced consumer concerns year over year.
- Responsive digital tools – including machine learning technologies – and massive data volume to provide the right context for each interaction, increase efficiency and enhance performance to provide as seamless experience for motorists.
As a provider of roadside assistance, accident management and consumer affairs services, Agero’s contact center organization and leadership serve tens of thousands of consumers a day. These associates are every day heroes and the empathy, professionalism and initiative they bring to work is unmatched," said George Horvat, Chief Operations Officer, Agero. "Our selection as a Business Intelligence Group Excellence in Customer Service Award winner underscores our long-standing commitment to delivering exceptional support, efficient service and peace of mind when consumers need it most."
"Year after year the role of customer service plays a more important role in all of our lives," said Maria Jimenez, Chief Operating Officer of the Business Intelligence Group. "We are thrilled to be honoring Agero as they are leading by example and making real progress on improving the daily lives of so many."
Organizations from across the globe submitted their recent innovations for consideration in the BIG Excellence in Customer Service Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
Posted by Veronica Silva Cusi, news correspondent
Agero, formerly Cross Country Automotive Services, is the innovative industry leader in the combined roadside assistance, connected vehicle services, and claims management market. For almost 40 years, we’ve provided vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans, turn-key connected vehicle services, and efficient claims management solutions. Our award-winning service helps motorists in their time of need while building customer loyalty for our clients, which include 100 corporate entities and their 75 million customers.
Published: Tuesday, April 21, 2020
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