Company: Avetta; Lehi, UT
Nomination Submitted by: The Hoffman Agency
Company Description: The Avetta SaaS platform helps clients manage supply chain risk and their suppliers to become more qualified for jobs. For hiring clients in our network, we offer the world’s largest supply chain risk management network to manage supplier safety, sustainability, worker competency and performance. We perform contractor prequalification and worker competency management across various industries.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year
 Nomination Title: Avetta's Customer Service Management Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 198 words used.
Avetta’s Global Customer Service management team is comprised of a diverse group of leaders with 120+ years of combined experience leading service operations in our industry. They manage the global footprint of a team of internal professionals and a network of partners who work together to serve > 100K customers in 50+ different countries. The SCRM industry has historically struggled to create positive relationships with suppliers due to these suppliers being compelled to use Avetta’s services by their hiring clients. With backgrounds spanning industries such as finance, healthcare, technology, telecommunications, SaaS, and retail, the team rejects the notion that supplier delight is unattainable and has established a multi-year plan to achieve customer delight at the level of the world’s best service brands.
At the beginning of Avetta’s service journey, industry CSAT ratings hovered below 5.0 on a 0–10 scale, coupled with negative NPS. To transform customer relationships with suppliers, the Avetta service team assembled a talented global crew; developed tools, processes, and policies to transform the customer experience; and rigorously executed their plan. As a result of the team’s vision and actions, other players in the SCRM industry have had to redefine their approach to supplier support.
- 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.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 235 words used.
The Avetta Support Management Team’s initiatives since July 1, 2021, include the following:
- Implemented a Subject Matter Expert training and assistance program.
- Reengineered the customer onboarding process to ensure quality new customer orientation.
- Maintained consistent service center SLA metrics attainment at target for all of 2022 and 2023.
- Implemented customer advisory boards and in-person customer summit meetings to train end users and request feedback.
- Revised quality monitoring: Quality Scores moved from the mid-90s in 2020 to maintaining 99% starting in early 2021 through 2023.
- Hired a quality manager and formally launched interaction quality expectations with scored behaviors correlating to issue resolution and customer satisfaction rating. CSAT performance metrics improved from 7.6 on a 10-point scale in 2021 to 8.4 at the end of 2023.
- Improved ASA from 3–5 minutes and Handle-Rates from 75.5% in 2000 to ASA of 60 seconds and Handle-Rates of 94% in 2022 and 2023.
- Increased case resolution rate from 69% in 2021 to 81% in 2023.
- Expanded live language/help support from 8 core languages in 2020 to over 25 in 2023, to better support the global customer base.
- Added strategic support partnerships on 3 continents, all achieving target quality and CSAT metrics.
- Deployed Skill-Based Routing in 2022 with a tiered compensation model to ensure higher rep knowledge and resolution ratings.
- Implemented rep-level monthly performance scorecards with KPIs tied to customer outcomes and robust incentive payments for performance achievement.
- 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 59 words used.
1. 2023 Global Service & Support Review
2. Avetta Supplier Support Overview
3. KPIs for 2021–2023
4. More information on Avetta’s Skill-Based Routing & Certification Program
5. Customer Support Survey Responses.
6. Avetta Support Agent Performance Scorecard
- 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 246 words used.
The Avetta Support Management Team is essential to the organization’s success—contributing to an industry-leading customer retention rate of 94%.
The support center increased customer case resolution from 69% in 2021 to 81% in 2023. Over the last 12 months, the team achieved an average CSAT of 8.4, Handle-Rate of 94%, ASA of 60 seconds, and Verification Accuracy of 99.2%. All these metrics lead the SCRM industry.
Avetta has an NPS of 23, significantly higher than the industry average of 8, according to an independent third-party market research firm in 2022. Avetta has also achieved a detractor rate of 16%, compared to the industry average of 24%.
Resulting from the Skill-Based Routing Program the team established, overall knowledge scores increased from 8.2 on a 0–10 scale in Q1 of 2021 to 8.7 at the end of 2023.
In 2023, Avetta deployed an AI-driven virtual agent with integrated self-help materials ensuring faster, lower-cost resolution of routine customer inquiries. Containment rates for voice and chat are close to 30% with no degradation in customer experience.
The following metrics demonstrate the efficiency Avetta Support achieved while customer experience ratings increased, ensuring strong shareholder value.
From the beginning of 2021 to the end of 2023:
- Total customers increased by 27%
- Overall support costs reduced by 6%
- Support cost per customer decreased by 24%
- Support professional headcount reduced by 14%
- Customer retention increased by 400 bps
- Customer satisfaction increased by 500 bps
- Support professional-to-customer ratio improved by 22%
| Attachments/Videos/Links: |
|---|
|
