TV shopping channel
Merging skill sets to improve occupancy and productivity
  • problem

    They were facing a challenge answering the majority of calls their sales department or customer care department received.

  • solution

    We introduced the universal agent, increasing the pool of available workforce and improving the answer rate.

  • result

    Better answer rates (above 95%) and stronger sales performance.

  • methodology

    Merging sales and customer care queues, we increased the pool of available agents.