In addition, Independent Agencies that sold $2m or more in 2019 remain affiliated. All told, Independent Agencies that accounted for 87% of total sales volume in 2019 have maintained their affiliation.
Avoya credited its enhanced support efforts during the pandemic, as well as a lengthy list of initiatives and innovations developed over the last 18 months within its vacation platform model.
In spite of the increased efforts to rebook future travel credits, pursue refunds and insurance claims for clients, and handle the continuous waves of cancellations — all for little or no compensation and at no cost to the customer thanks to the ‘No Avoya Fees’ promise — the Avoya Network continuously acted as an advocate for clients, adhering to the company's principle of putting travelers first.
Avoya supported the more than 1,000 Avoya Network members through several initiatives including temporarily waiving monthly fees and renewal fees, offering complimentary access to expert legal and accounting assistance through the Avoya CARES program, maintaining weekly payment of commissions, rewarding many Independent Agencies with significant commission override payments, and continuing to provide access to the Avoya-exclusive Instant Commission program.
Avoya also provided elevated support by increasing efficiency. Meanwhile, support survey net promoter scores from Independent Agencies reached an all-time high for Avoya staff. In surveys submitted by Independent Agencies rating their affiliation with Avoya, Avoya’s NPS scores increased 15% during the pandemic.
Bevy of enhancements
Since March 2020, Avoya Travel has rolled out enhancements. These include the creation of the optional Avoya Smart Leads program which generated a substantial increase in incremental new sales in the first year and continues to close at four times the rate of a standard Live Lead. A future travel credit conversion campaign uses artificial intelligence to match an unused FTC and automate a series of contact points between Independent Agencies and travelers.
An enhanced Avoya Marketing Resource Center features turnkey, co-branded marketing collateral and customizable content for optional Independent Agency use including social media, digital flyers and email marketing templates, direct mail pieces, a vast image library and more, with new assets being added weekly. Avoya Conversations text messaging and communication technology were developed, offering the option to communicate with customers via text message through a system integrated into Avoya’s patented SaaS technology, Agent Power.
'In light of the hardships faced by the travel distribution channel throughout the pandemic and the fact that many travel agencies were forced to shutter their doors, for Avoya to retain more than 97% of the top-producing Independent Agencies in the Avoya Network is truly remarkable,' said Steve Hirshan, SVP sales, Avoya Travel. 'The importance of the Avoya Network’s resiliency and their loyalty to Avoya and their clients cannot be overstated.'