Safelite AutoGlass Wins 2012 Gold Stevie Award
COLUMBUS, Ohio – March 5, 2012 – Safelite AutoGlass® was once again recognized for its world-class customer service. The largest U.S. vehicle glass repair and replacement company was presented with a Gold Stevie® Award in the e-Commerce category and a Silver Stevie® Award in the category of Customer Service Leader of the Year during the sixth annual Stevie Awards for Sales & Customer Service banquet.
Earning the e-Commerce gold award, Safelite AutoGlass® makes it easy for customers needing windshield repair or auto glass replacement to get online quotes and schedule appointments. This includes online scheduling and Safelite.com mobile access.
Honored with the Customer Service Leader of the Year silver award, Brian O’Mara has led Safelite® to become among the first to bring back live CSRs, based in the U.S. Since joining the Safelite® team in 1991, O’Mara has been instrumental in managing the growth of Safelite’s national contact centers from twelve associates to more than 1,400 associates today. Operating within the top 5 percent of the industry, Safelite’s Sales Central team takes 8 million calls per year with an average pick-up time of 11 seconds (2 rings), and 88 percent are picked up by the fourth ring at the latest.
He has also created a strong culture at Safelite’s contact centers. Between November 2010 and July 2011, employee engagement scores for his department have increased by 16 percent, reaching an all-time high of 75 percent. In addition, those who agreed they would recommend Safelite® as a great place to work increased by 16.5 percent, reaching an all-time high of 77 percent.
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.stevieawards.com/sales.
About Safelite AutoGlass®
Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement service, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs nearly 10,000 people across the United States and served 4.4 million customers last year. For more information, visit www.safelite.com.