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Call Center Success Stories Since 1982, QualPro has helped a broad range of call centers improve their results for acquiring new customers and selling 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. Two MVT®s were completed to accomplish this goal, one to reduce repeat calls and one to better direct customers using an Interactive Voice Response system. Reduction of over 15% of nuisance calls was evident during experimentation which resulted in millions of dollars in savings upon full implementation. Pacific Bell Telephone - Pacific Bell used MVT® to reduce rework in database coding recovering $4.7 million in lost revenue annually. In less than eight weeks Pacific Bell completed both a screening and a refining MVT® experiment. Errors in coding had been creeping into the database causing rework that added up to $4.7 million annually in lost revenue. Using MVT® experimentation in accelerated time the team virtually eliminated coding errors. Additionally, Pacific Bell saw a 180% improvement surge in the accuracy of customer service orders. This resulted in an 89% reduction in the number of customer claims filed and a 50% reduction in the dollar amount that had to be refunded to customers. Monster.com - Monster.com, a larger provider of internet related job services, had been experiencing substantial growth since 1995. Needing a structured sales process to improve its telephone-acquisition sales force, Monster.com turned MVT®. Out of100 possible improvement ideas, twenty that were practical, fast, and cost free were selected for testing. Three factors were found to be helpful after being confirmed in a refining experiment. A total lift of 29% was realized after the helpful factors had been implemented at both call centers. The increase revenue amounted to millions of dollars annually. American Express - A global credit card issuer was eager to improve an already successful outbound telemarketing program, yet cautious to avoid tarnishing its strong brand image. By balancing effective marketing tactics with a soft sell, they hoped to increase conversion and profitability while preserving a positive customer relationship. Project participants brainstormed 293 ideas to increase telemarketing results. They narrowed the list to 14 ideas and tested them in a in an eight week MVT® experiment. The result, six ideas had a big impact that led to a 300% increase in conversions representing a jump of millions in profit. Deluxe - A large printer of business forms, was faced with the prospect of flat sales from the customer service personnel in its two call centers. Approximately 200 employees were involved in primarily taking orders from customers. The management had tried a number of contests and incentives to increase sales, without much success. After two years of flat sales numbers, Operations was given the task of increasing sales by 5%. They turned to MVT®. Multiple brainstorming sessions yielded over 150 ideas, 15 of which were found to be practical, fast, and cost free to test. Four factors were found to increase sales, six factors hurt sales, and five factors had no effect on sales. The total impact in revenues was an increase of 15% in sales. In total, the planning and execution of the experiment took only nine weeks and accomplished what two years of well-intentioned changes could not. Testimonial Video: Executives Describe Using MVT® to Improve Sales and Profits (16.9MB) 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 100,000+ 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 © 2006, All Rights Reserved, QualPro, Inc. |