Avantive Solutions - Award for Innovation in Customer Service
Company: Avantive Solutions, Tulsa, OK
Company Description: Avantive Solutions is a Purpose-Driven global technology and business services company specializing in delivering innovative customer engagement, strategic sales, and digital marketing solutions. Founded in 1988, the company’s 1,000 plus spirited, intelligent, and engaged employees operate in North America, Latin America, South Africa, and Asia Pacific markets.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Telecommunications Industries
Nomination Title: Avantive Solutions
Avantive Solutions is a global business process outsourcer (BPO) representing Fortune 100 companies. Founded in 1988 and named iPacesetters, the company originally performed call center work for the publishing industry.
In 2011, the company acquired Telestar Marketing, and 1-2-1 Direct Marketing, both which were contact service providers to the cable industry. In 2012, the company acquired TCIM Services, a provider of contact center services to the telecom and financial services markets.
In 2020, iPacesetters began operating under the DBA of Avantive Solutions. iPacesetters launched an aggressive rebranding campaign and now operates as iPacesetters, LLC dba Avantive Solutions.
Today, Avantive Solutions has locations in in Tulsa, Oklahoma, Guadalajara, Mexico, Noida, India, and Durban, South Africa.
Avantive Solutions needed to improve the adherence of our sales associates to client required and federally mandated sales disclosures. It was equally important that the adherence was not burdensome and did not affect the sales process in any negative manner.
To ensure the highest levels of customer satisfaction for our clients and that each sale results in a long-term relationship between customer and client, Avantive chose a pay-for-performance outbound marketing campaign in a multi-vendor environment.
The campaign included an application that creates automated real-time co-pilot or co-bot that resides on associate’s screen in tandem with approved scripting. Initially utilized as the company’s post-call analytics platform, the updated application, named Artificial Real-time Intelligence (ARTI) features a co-bot that listens to the sales associate and the customer in real-time, while checking off compliance items as they occur. Should an associate miss a critical item, the co-bot sends an alert for associate to mention the compliance item.
ARTI improved the below metrics dramatically to position Avantive as the client’s top vendor:
Average customer service purchase fallout – percentage of customers retaining the service after thirty days.
Client Compliance Alert % -- percentage of associates that are not 100% adherent to all required legal compliance requirements.
Reduction in customer escalations – number of customers that file a legitimate complaint.
Avantive Solutions operates in highly regulated and competitive markets. Our clients are Fortune 100 organizations that invest tremendous time, energy, and capital in maintaining their brand. To remain a trusted partner for such organizations, we must be successful at sales, trustworthiness, and remain fully compliant.
The Artificial Real-Time Intelligence co-bot that we created and deployed has yielded significant positive results across the program. Much of this is due to the alerts provided by the co-bot to members of operations management, quality assurance, and the training department.
Our Average Customer Product Fallout rate (Buyer's Remorse) went from 7% in April of 2021 to just 2% in September of 2021.
Our Client Disclosure Adherence kick-out percentage improved from 14.29% of sales to 8.24% of sales.
Customer escalations were reduced from 7% in April to 2% in September 2021.
When comparing our Compliance Alert averages (only comparable metric available from the client) to our direct competition, we are performing 19% better than the group average and 29% better than the two lowest-performing vendors.
This increase in performance has led to additional business opportunities and increases in our revenue-per-hour on this campaign. Additionally, the improvements position Avantive as the client’s top vendor across these metrics in an increasingly competitive landscape. The team is now in the process of adapting and expanding ARTI to Spanish language and deploying it to other programs.
Innovation in Customer service:https://vaultcommunications-my.sharepoint.com/:f:/p/ewetmore/EnO3UA2ukahGlY7QrgOfT04Bh1wMCejJuIWiFiWTtiR6bw?e=x0a5XV