Improving customer service

The average business loses 20 to 40 percent of its customers every year. Even if those customers are replaced, it costs 5 to 10 times more to gain a new customer than maintain an existing relationship. With statistics like these, it's easy to see why customer service is such a critical component of any company's success.
 
1. Challenge
     
  A slowdown in customer consultations and problem-solving responses at BellSouth's Small Business Call Center was having a negative impact on product sales and customer retention.
     
2. Findings
  Supervisors were ineffectively managing and coaching call specialists.
     
  Call specialists, accustomed to using a script, lacked critical sales and customer service skills needed to drive products and keep customers happy.
     
3. Goals
  Enhance managerial skills in areas including coaching and personnel development.
     
  Increase interaction between managers and call specialists.
     
  Improve communication channels throughout organization.
     
4. Recommendations
  Organize a series of Management Development Workshops.
     
  Install Visual Communication Boards to relay facility-wide news and performance results.
     
  Establish Weekly Huddle Meetings to review results, product promotions, and sales techniques.
     
5. Results
  Communication improvements resulted in clearer goals and expectations.
     
  Coaching of call specialists through enhanced management techniques led to a 25 percent increase in revenue per call.
     
 
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