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stratuscontactsolutions.com
Increase customer service levels by 15 %
Lifeline Telephone Company’s Challenge:Heavy inbound call volume and aggressive objectivesLifeline telephone services company provides a discount on phone service for qualifying consumers to ensure that they have the opportunity and security that phone service brings, including being able to connect to jobs, family, and emergency services.
Since the release in 2005, Lifeline telecom companies required partners who are PCI compliant, can work within FTC and FCC regulations, manage call frequency, and maintain specialized skills for:
• Technical support• Customer service• Billing & payment processing
The Stratus Solution:A Comprehensive and cost effective solutionStratus Contact Solutions’ skilled team of professionals worked efficiently and quickly to manage the call frequency, ensure customer eligibility, and provide customer service.
Stratus provides specific key metrics pertaining to service levels, abandonment rate, and average speed of answer. Stratus has maintained and exceeded these aggressive goals over the past 5 years while managing an average of 5,000 calls per day. With an approximate 10.8 million calls over the last five years. This type of success is how you turn clients into partners.
Measurable Results:Stratus has made a lasting impact and the client benefits are:• Abandonment rates less than 5%• 90% service level• 99% Of calls handled in less than 3 minutes• Third-party quality assurance reviews greater than 85%
The results reflect the investment Stratus places in knowledgeable employees, on-going training processes, and performance models. Stratus strives to provide flexibility and adaptability in this highly regulated business.
Why Stratus?
Stratus meets aggressive
objectives and maintains client
relationship for over 5 years.
Inbound sales and serviceBenefits of working with Stratus Contact Solutions
• Reduce abandon rate
• Increase average speed to answer
• Increase service levels
• White glove service experience
• Provide on-going agent training
• Reduce average handle time
• Scalability during peak season
• Multi-lingual
• On-shore / Near-shore
• PCI Compliant
For More Information
Call us at 855.875.CHATVisit our websitewww.stratuscontactsolutions.comEmail us [email protected]