Investing in People and Technology: First Advantage Receives Two Silver Stevie® Awards for Sales & Customer Service 

First Advantage is proud to announce its acclaimed Customer Care organization has been honored with two Silver Stevie® Awards: Achievement in Customer Experience and Contact Center of the Year (Over 100 Seats) – Technology Industries, in the 18th annual Stevie Awards for Sales & Customer Service.

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes nine of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®. Winners were announced during a gala event attended by more than 400 professionals from around the world at the Bellagio in Las Vegas, Nevada on Friday, April 12.

“Every customer is important and every interaction our Customer Care team has with our clients reflects that. Our purpose is to deliver amazing customer service and to grow and cultivate our community of raving fans. We accomplish this with an outside-in approach where customers are at the heart of everything we do.” Victor Sachs, SVP, Customer Service and Digital Transformation said. “I am proud of our remarkable global Customer Care team members who continue to make our customers their number one priority each day!”

Customer Experience as a Differentiator

For many customer-centric organizations, the customer experience drives retention and brand loyalty. In a recent PwC survey, one in three consumers (32%) say they will walk away from a brand they love after just one bad experience. The survey, consisting of 15,000 people from 12 countries, also highlighted pillars such as speed, convenience, helpful employees, and friendly service as factors that matter most, with each hitting over 70% in importance to consumers.

Recognizing these priorities early on, First Advantage’s Customer Care organization has been on a transformation journey over the past three years to better serve customers across the globe. From implementing a global state-of-the-art cloud-based telephony system enabling self-service and seamless routing for a better customer and agent experience to launching a new service model, ‘Click. Chat. Call’ to deliver easy and expert service — the award-winning team has focused on operational excellence and automation leveraging AI solutions for efficiency and increased customer satisfaction.

“To deliver the best customer experience for our clients, our Customer Care organization is prioritizing cutting edge technology and platforms to ensure speedy and friendly service in every interaction with our clients,” Sachs said. “And with our service model, Click, Chat, Call – our customers have even more avenues to connect with us and receive the quality and friendly support they deserve and have come to expect from us at First Advantage.”

More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 44 nations and territories, were considered in this year’s Stevie Awards for Sales & Customer Service competition. Winners were determined by the average scores of more than 200 professionals worldwide on seven specialized judging committees.

“The high scores given the winning nominations in this year’s competition are evidence of the high levels of achievement portrayed in them,” said Stevie Awards president Maggie Miller. “We join with the judges and all members of the Stevie Awards community in congratulating and celebrating the winners for their accomplishments.”

This is the second year in a row First Advantage’s Customer Care organization has received this recognition. In 2023, the team received a Gold Stevie® Award for Front-Line Customer Service Team of the Year – Technology Industries category and a Bronze Stevie® Award for Achievement in Customer Experience in the 17th annual Stevie Awards for Sales & Customer Service.

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