Case Studies and Client Results

Doubled Conversation on Home Delivery Product while also Increasing “Script Count”

Express Scripts is one of the largest Pharmacy Benefits Management companies in the US. At the start of the training initiative, Express Scripts was in the process of reaching out to all its members, requiring them to make a decision to either a) choose Home Delivery for their long-term prescription medications, or b) remain with their local pharmacy. Calls originated from and came into a 200-seat center in Missouri.

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900% Increase in Appointments Set and Substantial “Care Gap” Reduction

Buckeye Health Plan, part of Centene Insurance, is an Ohio-based Medicaid/Medicare health insurance provider, with a 150-seat member service center. CCTS is presently working with the inbound reps, rolling out a customized version of our Superior Service program, called “World Class Member Care.”

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Four-Year Doubling of Sales Revenue Across 25+ Call Centers

Sprint is a telecom company that provides all telecom, wireless and TV products to consumers from 25+ call centers. Sprint’s goal was to mature its service/sales organization, grow revenue through this inbound channel, create consistent (and higher) results, and reduce employee attrition.

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AHT Reduction of 15% while Positive Response Rate Increased by 5%

Amazon has multiple, global centers that communicate with Amazon’s sellers. Sellers have unique questions and needs and they have specialized call centers, usually in their own country. Amazon wanted to increase its PSS (Positive Response Rate) while decreasing its AHT (Average Handle Time). Sellers were not rating their calls high enough. Calls were taking too long, overall. CCTS was invited to train the supervisor teams in Call Center Floor Management at the North Dakota and Slovakia sites.

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Customer “Kudos” increased by 220% while Escalations Decreased by 40%

Nautilus builds different types of home fitness machines. After much use, some of these machines will naturally have mechanical issues. The company established a repair center in Washington State to help customers trouble shoot and repair their machines. Despite the fact that the center hired great staff to help customers, their overall call quality scores were too low.

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Sales Results Tripled (and more) and Sustained for 18 months +

Platinum Fundraising sells its highly successful fundraising program to schools and non-profit organizations. Client generally do far better with Platinum’s fundraising solution than all other fundraising options they try. When we met Christy and Tony, the owners, they had recently formed an outbound call center.

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10%-20% Increases in Multiple Product Sales as a Result of Improving the Customer Connection

The Marriott Federal Credit Union in Bethesda, Maryland answered service calls from Marriott’s employee base. They would receive calls from around the world. Agents answered questions about banking products, took payments for credit cards, checked balances, etc. Management wanted the agents to complete the service request effectively and then offer employees an extra banking product (e.g. a savings account, money market, credit card, etc.).

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Sales and Average Order Value Increases of 15%

West Marine operated an inbound sales center in St Petersburg, Florida. This included about 100 sales people who took sales calls and provided service for existing customers. Customers would inquire about everything from a spinning rod to an inflatable boat to a complete navigation system. Sales people were supposed to sell, but most did classic “order taking” only.

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