Next Level - Call center transformationThe Challenge: A 1,500 person call center was experiencing increased costs due to strong competition for both customers and employees. Customers were baulking at perceived impersonal service from additional handling via voice response units, increased wait times and limitations on the phone agents' ability to help them. Employee loyalty and motivation was low, turnover exceeded 45%. Management decided to transition from a volume emphasis to a strong customer service focus. The Solutions: The cornerstones of this successful transformation were the leadership team's dedication to customer service excellence and employee engagement. Viewing the frontline employees as experts regarding their customers' needs drove new management attitudes and behaviors and customer service innovations. Increased customer satisfaction and cross sales of products were accomplished through providing phone agents leeway to problem solve and negotiate. Managers and employees attended intensive customer service skills training. Continuous improvements were encouraged via new task forces, team and frontline employee awards. Employee loyalty and productivity increased through elevated expectations of supervisors, an employee assimilation program that started with the interview, continued through 5 weeks of classroom training and 2 months after graduation. Ongoing development plans were implemented as part of the each employee's annual review. Results: Dramatic cost reductions of $5.5 million and an 11% increase in employee retention were achieved in the first 12 months. Customer satisfaction increased 5% within 30 days, employee satisfaction 15%. Contact us to learn how we can produce results for you
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