Company: SnappConner PR, Lehi, UT
Company Description: SnappConner PR is reinventing the notion of traditional PR through programs that influence the entire realm of business communications as a core business strategy for today's organizations. We provide clients throughout the US with programs that converge and align communications media including traditional PR, thought leadership, social media and content management for optimal business results.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries
 Nomination Title: The Avetta Support Center
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 191 words used.
Avetta® is a leading provider of supply chain risk management (SCRM) software that serves 500+ enterprise companies and 125,000+ suppliers across 120+ countries. To support its users, Avetta has a call center made up of 164 customer-facing support staff and 105 back-office document reviewers.
Investments in support operations, particularly in quality, training, capacity planning, and real-time adherence, have resulted in performance improvements, stabilization and have positioned customer support for continued progress.
Specifically, Core Service Center metrics such as Average Speed of Answer (ASA) and Handle-Rate have moved from inconsistent and sub-world-class levels to consistently world-class. Previously, ASA was always over 3 minutes on average, and Handle-Rates were sub 90%. Today, ASA is rarely greater than 0:01:30, with Handle-Rates consistently greater than 94%. Customer wait times in the service center have improved to industry-leading levels, with average wait times of less than 1 minute. Further, Customer Satisfaction Scores have moved to ~8.0 on a 10-point scale from <7.6 scores before July 2020.
The contact center employees understand the “why” and that they are essential to Avetta’s powerful vision—ensuring workers get home from their jobs safely, every day.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
In the past two years, the Avetta team has successfully:
- -Built/implemented an SME (subject matter expert) training and assistance program
- -Enhanced the entire suite of communications to make them more precise and less frequent
- -Re-engineered the onboarding process to ensure every new customer has the knowledge and information needed to be successful
- -Maintained service center SLA metrics above the company’s internal goal for 16 months
- -Created/implemented supplier advisory boards and in-person supplier summit meetings to continuously train end-users and request feedback to ensure Avetta is cultivating a relationship of customer delight
- -Implemented a revised quality monitoring program to drive quality assurance for document reviews. Quality scores moved from the mid-90s in 2020 to achieving new goals of 99% in early 2021.
- -Implemented a Skilled-Based-Routing initiative (SBR) focused on increasing support professionals’ knowledge through training certification in specialty areas. Customer inquiries are dynamically routed to staff best trained to address their specific concern. As a result, overall knowledge scores have increased from 7.8 in Q3 of 2020 to 8.1 in Q3 of 2022.
- -Hired a quality manager and formally launched interaction quality expectations including detailed rubrics and calibration sessions. Interaction quality scores and CSAT measures improved further since implementation in late 2020, taking scores from 7.6 to 8.0.
- -Improved Average Speed of Answer from, at times, as high as 10 minutes and Handle-Rates as low as 75.5% to now an ASA of 48 seconds and Handle-Rates of 96.03% on average across the last 101 weeks.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 32 words used.
1. Metrics-That-Matter: CSAT, Quality, Call Center and Efficiency metrics for Jan. 2021-March 2022
2. SBR Communication: Skill-Based Routing & Certification Program details
3. Supporting Documents: Compilation of relevant Avetta Contact Center documents
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 234 words used.
Product enhancements and efficiency gains in the support operation have led to an overall reduction in support volume and cases while customer growth has increased. Specifically:
As mentioned, this was achieved through improvements in two primary areas
These achievements have significantly contributed to overall cost efficiencies within the organization.
“The Avetta Support Center is essential to the success of our organization. It is a foundational cornerstone for the company and supports and enables its success. Ensuring support services are available when needed, processes are designed to reduce customer effort and staff is trained and committed to providing customer delight are elemental to Avetta’s industry-leading customer retention results. Net retention is a key measure tracked closely by our board and a strong measure of the health of our organization. Our net retention scores are industry-leading—the support experience provided by our contact center is a primary contributor to our net retention results.” - Richard Parke, SVP of Supplier Success
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