Percepta provided exceptional customer contact center services for a retail products firm that resulted in increasing the retail products company’s incremental sales by $23 million while reducing its costs by $2.5 million.
Percepta developed a detailed process mapping of its client’s customer service operations and identified key factors that improve customer satisfaction. Systemic checks were implemented to automatically detect when customer cases were approaching dissatisfaction trigger points. An intervention strategy was initiated on these trending customer cases to resolve open issues before any negative satisfaction impact was realized. The process significantly boosted customer satisfaction scores - with over 60% of customers who contacted the center rated the service they received as at least 9 out of 10.
Customer loyalty in turn also increased, resulting in increased order sizes and repeat customer business. The process mapping also identified and enabled implementation of cost saving operational changes. The client’s Return-on-Investment from Percepta’s services was measured at approximately 600%.
The end result for Percepta’s client was a three-way win of increased sales, increased customer satisfaction and reduced operational costs.
About Percepta:
Percepta is a leading customer contact center services and customer service outsourcing company that provides a full range of call center, customer center and contact center solutions. We optimize and perform business critical customer support processes efficiently and effectively, letting our clients remain focused on their core strategy, competition, and market agility.
For more information on how Percepta can assist you in transitioning your customer service center to a profit center, call Denise at 248-522-7323 or email Service@PerceptaNorthAmerica.com or visit http://www.PerceptaNorthAmerica.com .
