Company: ClearSource BPO, Pleasant Grove, UT
Company Description: ClearSource BPO provides The Exceptional Customer Experience for brands that intend to keep customers for life. We are based in Utah, and have robust global work-from-home capabilities and engagement centers nearshore and offshore.
Nomination Category: COVID-19 Response Categories
Nomination Sub Category: Most Valuable Customer Service Professional
 Nomination Title: Austin Credaroli
- Outline the nominee's achievements since July 1, 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Covid-19 caused unprecedented upheaval in Customer Care. Brands faced interruption to supply chains, a labor shortage, and the closure of brick-and-mortar operations. Many turned to Business Process Outsourcers for help. ClearSource, known as a high-quality boutique BPO, had unprecedented growth during the Pandemic. Austin oversaw 5 new client launches and a major overhaul of the Customer Journey for his largest program. All told, programs under his leadership grew from 66 FTE to 455.
Achievements
Program 1 - collaborated to reinvent Customer Journey for Premium Outdoor brand
- Increased Agent Satisfaction from 74% to 96%
- Increased Ease of Resolution from 67% to 93%
- Increased First Call Resolution from 44% to 76%
- Increased Parts Resolution from 41% to 84%
Program 2 - Launched program at 5 FTE, grew to 120 by exceeding client expectations
- Increased agent productivity by 19%
- Increased CSAT by 11%
- Reduced agent attrition by 50%
- Reduced absenteeism by 200%
- Reduced total costs by $1.9 M
Program 3 - Launched as a pilot to handle overflow volume, grew to over 150 FTE
- Reduced wait time from 5 hours to under 6 minutes
- Monthly absenteeism and attrition below 3%
- QA score average exceeds 90%
- SLAs (Service Level Agreements) consistently 94-98%
Bottom line Impact
- Revenue growth of over 500%
- Grew accounts from 66 FTEs in July 2020 to 455 FTE
- Earned key client testimonials for company website
- Led successful client visit that resulted in:
- Additional line of business
- Committed growth of $2M for 2023
- Introduction to parent company of current client
- 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 27 words used.
1. Case study on Austin's client, a home warranty company.
2. Case study on Austin's client, Traeger Grills.
3. Case Study on Austin's client, a wellness brand.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 200 words used.
Austin Credaroli, 27, started his career at ClearSource fresh out of high school.
“I hired as an agent at $10 an hour,” he said. “I thought I was going to be rich! I applied for the job with a plan to work there while I went to college for Psychology. Once I graduated, I intended to leave to get a "real job.” For the first 6 months, Austin worked the phones on a campaign that was high-stress, with 200 hundred calls in queue and wait times of an hour or more. As he processed warranty replacements better than any other agent, his natural competitive streak caught the eye of ClearSource founders Rob Goeller and Nate Spears, who promoted Austin to Team Leader even though he was just 19.
Employees at ClearSource are challenged to “always be reading.” Austin, sensing a learning opportunity, asked Rob & Nate what they were reading. It came as no surprise that both were inspired by thought leaders like Adam Grant, Simon Sinek, Patrick Lencioni and Brene Brown. Austin Put down Lord of the Rings and began learning that just about everything he had done during his first year at ClearSource was wrong.
- 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 individual, 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.
- 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 nominee's past performance (up to 250 words):
Total 243 words used.
When he started at ClearSource, Austin was ambitious and wanted to finish first. He didn’t believe he was the smartest or most talented but he was willing to work harder than most to succeed. He was a top agent and applied that same drive to the role of Team Lead. His team performed because Austin demanded it. With the urging of ClearSource Founders Rob Goeller and Nate Spears, Austin devoured the books that were the foundation for the Core Values of ClearSource and came away knowing he had to change his ways.
“I got a master class in business and how to treat others from two of the best men in it (Nate and Rob),” said Austin. “I found a different way to be the best. By helping each person be successful. I learned to lead the right way.”
Austin’s selfless approach proved invaluable during the COVID-19 Pandemic. His ability to understand the exact needs of a client, then execute a plan to solve pain points is remarkable, said Sean Sneed, VP of CX Design at ClearSource, a veteran of more than 20 years in the industry.
“He gives without taking,” said Sneed, “ Austin applies what he learns without fear or hesitation, he motivates and develops. He steps up when others step aside, he leads when others can’t or won’t. He is an asset without ego. He is a leader without question. The world needs more Austin Credarolis.”
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