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SALES

transformation

Smarter sales. Stronger results.

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We transform sales operations through data-driven strategies, smart tools, and high-performing teams that boost results and growth.

Challenge

  • Service level at 37% average during high call volume season

  • (> 1 hr. waiting times)

  • Abandonment rate up to 20% during high call volume season

  • Avg Handle Time up to 15 minutes during high call volume season

  • Poor self-serve rate (poor IVR experience, limited use of alternates)

  • Disjointed call volume forecasting vs. workforce planning

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APPROACH

  • Evaluated call vs. resource strategy during peak call periods

  • Developed triage strategy for peak call periods, BCP events

  • Reviewed key call drivers to determine upstream improvements and agent tooling needed to manage accounts

  • Mapped out IVR flows, and conducted user focus group to help redesign IVR for improved self-serve

  • Analyzed use of alternate channels (SMS, online, email, chat)

RESULTS

  • Customer satisfaction greatly increased

  • Service level consistently delivered above 80/30 every month

  • Call abandon rate <2%

  • Average hold time <25 seconds

  • Customer self-cure rates at 67% average, up from 43% previously

  • Business continuity ensured during multiple outages

  • Workforce planning delivered below-plan operating costs

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