Maximize Productivity
Case Study
TV shopping channel
Merging skill sets to improve occupancy and productivity
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problem
They were facing a challenge answering the majority of calls their sales department or customer care department received.
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solution
We introduced the universal agent, increasing the pool of available workforce and improving the answer rate.
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result
Better answer rates (above 95%) and stronger sales performance.
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methodology
Merging sales and customer care queues, we increased the pool of available agents.