Success Stories
Capable and knowledgeable personnel, and a working understanding of what it takes to increase customer satisfaction and trust are key to our continued success as a call center.
Santander Insurance
Challenge
Increase personal insurance sales while providing the client a comprehensive measurement and evaluation system and remote monitoring of customer calls.
Solution
Next Contact established effective evaluation criteria in the tailored sales process. Santander had direct access to the calls, and a secure microsite for performance statistics.
Key Results
- 30% reduction in charge reverses
- Prevented fraudulent sales
- Identify areas of up-sell opportunities
Telefonica Movistar
Challenge
Create unified measurement and evaluation of nine call centers focused on customer care in Mexico, Guatemala, and El Salvador.
Solution
Next Contact evaluates recordings and each customer service offering from Movistar, and analizes them based on customer satisfaction and information valuable for the future marketing efforts. In addition, Next Contact conducted surveys directly with the customers.
Key Results
- Established real time performance measures
- Increased customer retention by 10%
- Provided recommendations for future promotions
Medicare
Challenge
Using a database provided by Medicare, conduct a telephone survey to pre-screen patiens who may be eligible for a powered wheelchair. Generate leads in a short amount of time.
Solution
Expedited prequalifying process and survey design to increase lead generation. Effective use of call time increased contact volume and decreased costs.
Key Results
- Reduced sales cycle time by 40%
- Generated high volume qualified leads
- increased customer's operational efficiency
