VIDA Management Consultants

Specializing in Customer Interaction

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Increased Effectiveness

Customer Retention

Customers don’t care about the technology used in the call center ... they care about how well their needs are served. The Yankee Group states 66% of customers defect because of poor customer care. Harvard Business Review states that cutting customer defections in half will more than double a company’s growth rate. Studies also show that loyalty and retention are primarily driven by positive memorable customer experiences.

Call centers provide 60% of all customer interactions. Your call center agents must provide the memorable touch that represents your brand and delivers your voice ... that’s critical to bring your customers back. These jobs are usually manned by lower paid and lower educated employees. Technology will never replace the knowledge, skills, and personality of your agents.

VIDA Management Consultants can help improve customer retention by:

• Improving agent performance
• Listening to agent calls for skill evaluation (product and system knowledge, voice and listening skills, etc.)
• Observe agent feedback process
• Analyze training capabilities
• Improving call handling processes
• Analyze script or call guidelines by call type
• Track problem resolution process
• Track call escalation process

Add Sales to Service

The need to improve productivity is forcing companies to add sales to their service and support call centers. This is because it is more effective to sell to customers when they are interested in talking, and you can position sales as a service when it fits customers’ immediate interests.

VIDA Management Consultants can help increase revenue by:

• Transforming service/support group to sales orientation
• Change management and training programs
• Adjusting metrics, compensation, incentives, and job requirements
• Identifying call types and triggers for upsell and cross sell opportunities
• Creating sales scripts, and training agents
• Assist in creating programs that use the call center to support customer acquisition