Company: Aucera, Mahwah, NJ
Nomination Submitted by: Truelio
Company Description: We support a broad range of Fortune 500 consumer brands, providing Customer Experience Management services and innovative technology solutions across a variety of channels that include phone, email, chat and social media.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: Aucera’s Breakthrough Innovations in Driving Loyalty and Retention
- 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 91 words used.
The supporting materials reflect Aucera’s achievements and differentiators as mentioned in the responses for 3, 4 and 5.
- Link to Rebrand Video - https://www.youtube.com/watch?v=wff6RAh2_90
- Link to Davey Awards Win - Winners Gallery - Davey Awards
- 2024 Global Excellence Award Article - CIO Bulletin
- Member Engagement Case Study: Enhancing Member Engagement for Healthier Outcomes
- Symtrain Case Study: Streamlining Training and Improving Agent Effectiveness
- Operational Sales Strategies Case Study: Enhancing Operational Sales Strategies & Increasing Conversion
- Membership Retention Case Study: Data Science & Savvy Contact Strategies Boost Membership Retention
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 195 words used.
More than six decades ago, Aucera started as one of the largest domestic call center companies in the nation, known as DialAmerica. Originally a division of Time Inc., we were sold to William J. Conway, Sr. in 1976 and have since operated under the name DialAmerica Marketing, Inc. Our success and operating principles continue to be driven by the values instilled back in 1957. Today, we are one of the largest privately held contact center providers globally, delivering over 100 million experiences annually across nearshore and offshore locations. Our dedicated employees support a wide range of Fortune 500 consumer brands, offering Customer Experience Management services and innovative technology solutions across phone, email, chat, and social media channels. Our new name, Aucera, directly reflects our commitment and essence. It is derived from words that mean "listen and grow," symbolizing our dedication to actively listening to our clients, understanding their unique needs, and partnering with them to foster business growth. It also signifies our earnest commitment to listening to our employees and supporting their professional growth and career aspirations.
Use the following link to view the Aucera brand transformation story - https://www.youtube.com/watch?v=wff6RAh2_90
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 219 words used.
Since July 2022, Aucera has achieved notable milestones in improving customer experience and loyalty. Our achievements include a successful brand transformation recognized by the Davey Awards and CIO Bulletin’s 2024 Global Excellence Award. We have also shared insights at key industry events like CCNG and Digital Transformation Talk.
One of our most impactful accomplishments has been revolutionizing Annual and Open Enrollment Period (AEP/OEP) processes across multiple programs. By eliminating triage delays and connecting skilled agents directly with prospects on the first call, we optimized customer journeys. Call-based routing directs high-value leads to our top-performing agents, maximizing efficiency and member satisfaction.
To support agent excellence, we introduced AI-powered training simulations, enhancing screen navigation and sales proficiency. Our innovative PERC checklist (Performance, Engagement, Review, Compliance) ensures CMS compliance and consistently high member satisfaction. A gamified, real-time tracking system powered by Acuity boosts agent morale and engagement, essential for seasonal performance.
Expanding to a nationwide remote workforce, we partnered with leading healthcare educational institutions to recruit top-tier talent. These efforts have driven high enrollment conversions, loyalty, and retention while maintaining competitive costs per member.
Aucera’s solutions have consistently exceeded client expectations, reinforcing our leadership in healthcare enrollment and retention strategies. Supporting materials in response to d. detail case studies and measurable outcomes, highlighting our commitment to exceptional customer experiences and mitigating churn.
- 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.
n/a
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 231 words used.
Aucera's achievements stand out as a benchmark for exceptional customer experience enhancement in the healthcare sector, particularly during the critical Annual and Open Enrollment Period (AEP/OEP). This is a time when consumer decision-making is at its peak, with nearly 50% of consumers considering changing plans due to shifts in coverage, premiums, or service needs, as highlighted by the Centers for Medicare & Medicaid Services (CMS). The ability to guide customers effectively during this high-stakes period directly impacts retention, loyalty, and churn mitigation.
In comparison to industry performance, a McKinsey study revealed that companies leveraging BPOs for omnichannel support during AEP achieve an average of up to 25% in completed enrollments. Aucera’s results not only exceed this standard but redefine what is possible. Through our streamlined operational processes and personalized engagement strategies, we delivered an impressive 34% year-over-year (YOY) conversion rate. In 2023, this performance surged to an unparalleled 59% conversion rate, demonstrating our ability to translate customer insights into tangible outcomes far
beyond industry norms.
Our approach integrates dynamic customer segmentation, AI-driven training simulation tools, enhanced call routing, and a strong focus on compliance and quality to ensure every customer receives tailored guidance aligned with their unique needs. This level of innovation and execution not only positions us as a leader in the industry but also showcases how strategic CX improvements can drive measurable business success while building enduring customer relationships.
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