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Call Center Success Stories Since 1982, QualPro has helped a broad range of call centers improve their results, acquire new customers, and sell more to existing ones. Call Center Success Stories: Highlights AT&T - AT&T wanted to reduce nuisance calls and unnecessary transfers, thus improving customer service, achieving one-call resolution, and ultimately retaining more customers. Ameritech performed two MVT® experiments, one to reduce repeat calls and one to better direct customers using an Interactive Voice Response system. Ultimately, these MVT® experiments resulted in a fifteen-percent decrease in Customer Care Center repeat calls and unnecessary transfers, as well as $30 million in savings upon full implementation. Pacific Bell Telephone - Pacific Bell was losing $4.7 million annually in revenue. In less than eight weeks, MVT® virtually eliminated coding errors, leading to a 180-percent improvement surge in the accuracy of customer service orders. This breakthrough resulted in an eighty-nine-percent reduction in the number of customer claims filed, as well as a fifty-percent reduction in the dollar amount refunded to customers. Monster.com - Monster.com had experienced substantial growth since 1995. Needing a structured sales process to improve its telephone-acquisition sales force, Monster.com turned MVT®. These efforts led to a twenty-nine-percent sales lift after the helpful factors were implemented at call centers. The increased revenue amounted to millions of dollars annually for the company. American Express - American Express sought to improve an already successful outbound telemarketing program but was cautious to avoid tarnishing their strong brand image. An eight-week MVT® experiment led to a 300-percent increase in conversions, representing millions of dollars in profit. Deluxe - Deluxe faced flat sales from customer service personnel in its two call centers. After two years of flat sales numbers, Operations wanted to increase sales by five percent. With the help of MVT®, Deluxe increased revenues by fifteen percent in only nine weeks. Testimonial Video: Executives Describe Using MVT® to Improve Sales and Profits (12.1MB) Request More Information about QualPro's Services Is MVT® right for you? Schedule a no obligation conversation with an MVT® Expert. |
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Since 1982, QualPro has used Multivariable Testing (MVT®) with 1000+ companies to test 200,000+ improvement ideas. MVT® tests between 20 and 40 ideas simultaneously, accurately predicting the bottom-line impact of potential process changes in weeks. Take existing process initiatives, like Six Sigma, to a whole new level. All process improvement tools and approaches (TQM, DOE, Six Sigma, Re-Engineering, SPC) can be enhanced through the use of Multivariable Testing by QualPro.
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QualPro, Inc. • P.O. Box 51984, Knoxville, Tennessee 37950 • 800.500.1722 • 865.927.0491 • 865.927.0495 fax © 2010, All Rights Reserved, QualPro, Inc. |