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- Call Monitoring Helps Fitness Equipment Manufacturer Put Muscle Into Customer Care, Sales Efforts
- As with most successful companies, a major fitness equipment manufacturer puts a premium on continuous improvement. Towards that end, the company frequently performs fitness “check-ups” on its various internal operations. And although the majority of these operations are the picture of health, the company did uncover one area that required some attention: the call center operations.
- Sometimes it takes an objective third-party to truly see your customer service — and keep quality on track
- When a company is busy providing quality customer service day in and day out, it can be difficult to find the manpower for a special project within the call center. A 54-yearold direct marketing catalog company wanted to learn more about the time its agents spent on specific portions of customer calls. When calls were evaluated and timed by an objective, third party team, the company was able to judge the success of its upsell and cross-sell programs, as well as determine the profitability of special promotions and offers. This in turn led to a revamped upsell program and improvements in talk times. The company received powerful proof that with the right partner, special projects can be completed – and superior customer service can be maintained – with little additional cost or effort.
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