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Issues:
- Call center receiving complaints from customers
- Difficult to contact call center and/or complain
- Wait time on phone was too long, call center staff perceived
to lack knowledge and skills, no follow through
- 20% of call volume was from customers calling back because of
lack of follow up by company
Actions:
- Created new goals for staff that balanced serving customers
with length of call
- Showed real-time performance on electronic signs showing
average wait time to whole room
- Provided roving coaches for every 10 reps to help in
handling challenging situations
- Redesigned training program for reps
- Changed call patterns so that new reps were allocated calls
for less complex products
- Created special call-back team to provide follow-up
information to customers
Results:
- Huge improvement in satisfaction ratings
- Eliminated call backs by changing incentives and increasing
first call problem resolution
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Retail Home Delivery Case
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Issues:
- Drivers started to hear from customers that if company
provided Sunday delivery customers would do more business
- Competitor introduced Sunday delivery
- Executive council approved Sunday delivery at a premium of $15
per delivery
Actions:
- Implemented web-based survey to determine customer response
to three different price points
- One week turnaround time
Results:
- Found that 1/3 of customers liked the idea, however, the
customers tended to be low revenue generating customers
- Executive Council decided not to go forward with Sunday
delivery option
- Competitor ultimately discontinued Sunday delivery because
they were losing money on it
 Return to
Client Work
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