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Avoya Travel retains over 97% of top-producing independent agencies despite COVID-19 pandemic

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Avoya attributes impressive retention rate to resiliency of Avoya Network and enhanced support efforts, resources, and services.

FT. LAUDERDALE, FLA. – Avoya Travel just announced that over 97% of the Independent Agencies in the Avoya Network that sold over $1 Million in 2019 have remained affiliated with Avoya throughout the COVID-19 pandemic. Thanks to Avoya’s enhanced support efforts during the pandemic, as well as a lengthy list of initiatives and innovations Avoya developed over the last 18 months within its vacation platform model, the top-producing Independent Agencies have remained loyal to Avoya Travel and maintained their affiliation. In spite of the increased efforts necessary to re-book 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 Avoya’s ‘No Avoya Fees’ promise, the Avoya Network continuously acted as an advocate on behalf of Avoya’s mutual clients demonstrating Avoya’s core principle of putting travelers first.

Avoya supported the more than 1,000 Avoya Network members through several initiatives during the COVID-19 pandemic 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 empowered the Avoya Network to continue to deliver a first-class customer experience throughout the pandemic by providing elevated levels of support through increased efficiency efforts; meanwhile support survey Net Promoter Scores (NPS) 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 COVID-19 pandemic.

Since March of 2020, Avoya Travel has rolled out a large number of enhancements to its vacation platform model to increase efficiencies for the Avoya Network and amplify their sales potential. These initiatives include the creation of the optional Avoya Smart Leads program which have generated a substantial increase in incremental new sales in the first year of the program and continue to close at four times the rate of a standard Live Lead; a Future Travel Credit (FTC) conversion campaign that uses artificial intelligence to match an unused FTC and automate a series of contact points between Independent Agencies and travelers; the launch of the newly enhanced Avoya Marketing Resource Center™ that 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 much more, with new assets being added weekly; the development of Avoya Conversations text messaging and communication technology, which offers the Avoya Network the option to communicate with customers via text message through an easy-to-use system that is integrated into Avoya’s patented SaaS technology, Agent Power; and many other campaigns, initiatives, and improvements.

“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, Senior Vice President of Sales at Avoya Travel. “The importance of the Avoya Network’s resiliency and their loyalty to Avoya and their clients cannot be overstated. We are proud of our enhanced support efforts over the last 18 months and honored that the Avoya Network continues to affiliate with Avoya for our unmatched optional services, marketing, support, data intelligence, and technology.”

In addition to retaining over 97% of Independent Agencies producing $1 Million or more in sales in 2019, 100% of Independent Agencies that sold $2 Million or more in 2019 remain affiliated with Avoya. All told, Independent Agencies that accounted for 87% of total sales volume in 2019 have maintained their affiliation with Avoya.

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