Three Steps to Doubling Effectiveness
How could this client and its customer service outsource provider, Interact Services, Inc., dramatically increase the sales retention rate of its media membership?
Background
Interact Services, a leading contact center outsource provider, wanted to help its largest client increase it sales retention rate. This client, a large publicly traded software company headquartered in the Seattle area, is the global leader in Internet media delivery. Their most recent software and service membership is used by more people to experience audio and video content than any other software.
The Challenge
How could this client and its customer service outsource provider, Interact Services, Inc., dramatically increase the sales retention rate of its media membership?
The Solution
CRM Group was brought in to increase the effective skills of the Interact customer service agents and to develop a leave-behind process that could be implemented for new classes of agents by Interact personnel.
Step One: Data Gathering
The first step for CRM Group was to understand the current subscription save program, what was working and what wasn't. We became subscribers to the client's service, utilized the fullest features of the product and examined its customer interface. We listened to hundreds of agent calls, catalogued the most common customer issues, and designed scripts to handle them.
Step Two: Methodology
We developed a performance improvement process that included group training sessions, one-on-one call review, side-by-side coaching and, follow up group sessions where agents shared their best techniques with each other, and then follow up, side-by-side sessions for agents who needed a little extra help.
Step Three: Implementation
We started with a test group, approximately one third of the entire customer service group.
The Results
The save rate literally doubled. Agents gained useable tools to help customers understand more clearly the benefits of the client's software, customers received an improved level of service as they were given solid information and competitive pricing to make their user experience even better. It went so well that we immediately rolled out the program to the remaining two thirds of the group and achieved the same level of success. Overall sales exceeded forecasts and continue to improve as customers experience the array of state-of-the-art features and content accessible through the client's software/service membership. In addition, Interact has rolled out the training program to subsequent classes and continues to achieve excellent results.
Performance Feedback
Interact Managing Partner Claudia Lowman stated, "They have been a long-time and very valued client of ours. We were eager to contribute to the successful launch of their new service. Bringing in CRM Group to partner with us was an ideal way to build on the talents of our dedicated support team."
Can we help you double your results? To find out more call us at 425.827.7526 or write to info@crmgroupusa.com.
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