Call Center: Vendor Selection
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Success Story: Call/Contact Center Vendor Selection OBSI helped this client successfully negotiate a new contract with the existing vendor that provided: > Incentives to improve ARPU and Lifetime Value
> Significantly lower pricing > Additional services and technologies tailored to the client’s financial and customer care objectives > Flexibility to expand its customer support solution in tandem with the company’s dynamic growth
The company also was able to implement several “Quick Wins” recommended by OBSI during its operational audit. These efforts improved customer satisfaction and Customer Service Rep (CSR) performance through: > Fine tuning recruiting assessment tools based on actual CSR performance > Validating QA monitoring scores against actual call outcomes > Substantially improving first call resolutions through CSR empowerment and enhanced knowledge management
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The company also was able to implement several “Quick Wins” recommended by OBSI during its operational audit. These efforts improved customer satisfaction and Customer Service Rep (CSR) performance through: > Fine tuning recruiting assessment tools based on actual CSR performance > Validating QA monitoring scores against actual call outcomes > Substantially improving first call resolutions through CSR empowerment and enhanced knowledge management
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