THE CHALLENGE
This 30M company began to experience sever decline in revenue after merging with other companies to offer different services. Although there we other internal issues causing failures, the main disconnect was the lead intake of the customer service team and the subsequent dispatching of the calls.
× Inconsistant information gathering
× No initiative to work well
× Purposeless call managment
× Lack of Vision
× In consistant interdepartmental communications.
Applicable Insight
The performance of a call center is often a reflection of how an organization values it. When it is overlooked, underdeveloped, or treated as an afterthought, results tend to follow suit.
THE SOLUTION
Merge both customer service departments into one and streamline
Lead Intake and Dispatch communications
✓ Educate team give them agency over their work.
✓ Create advancement within the department.
✓ Track and enforce KPI’s
✓ Assign calls based on a per technician basis
✓ Attack follow up conversions
✓ Help team understand the why behind the what
The Results
1# Nation Wide
Customer service was ranked top of 94 different portfolio companies
Cost Savings
With creating opportunity within the customer service roles, talent was able to move into more crucial admin roles at a fraction of the cost of the open market.
Revenue Generating
By gathering pertinent data and insight to each call, technichians were sent to specific calls generating a higher average ticket and higher closing percentatges.
Ready To Get Results Like These?
If your business is stuck between $100K–$30M,
RTT and the team will show you how to go beyond and
build the business to the size you want.