SMC Drives Customer Service Agent Productivity, 30% Revenue Increase with Customer1

Sept. 16, 2010 - PRLog -- TORONTO, ON - September 16, 2010 - Customer1, a leading provider of customer support solutions, announced today the results of its customer service initiative with Specialty Merchandise Corporation (SMC).

California-based SMC has been helping clients start, run, and grow their own successful business for over 60 years. They have helped create thousands of small businesses and driven employment opportunities across all fifty states. SMC’s contact center was facing overwhelming call volumes from customers requiring information residing across disparate systems and geographies. These information silos resulted in service processes taking up to 5 days to complete, reduced first call resolution rates, and frustrated customers.

SMC transitioned 200 customer service agents to Customer1’s service and support software for the contact center. The web-based solution provided SMC with the issue management, knowledge base, and reporting capabilities to improve service levels. Customer1 worked with SMC to streamline and consolidate customer support processes, leading to significant operational improvements in the contact center. Customer1’s impact on the contact center has lead to a 100% increase in agent productivity, 30% revenue increase, and lowered agent turnover rates from 50% to 15%.  

“We expected significant improvements in sales, and efficiency and reductions in agent attrition. Frankly, we were delighted with the immediate impact, results and the improvement to our bottom line,” said Kevin Biggs, Sr. VP Contact Center Operations.

To download a full copy of the case study, visit http://www.customer1.com/case-studies/smc

About Customer1

Customer1 is a provider of customer service and support solutions that help organizations deliver great support experiences to customers, partners, and employees. Customer1 drives increased agent productivity, operational efficiency, and lower overall support costs for contact centers, shared services centers, and support organizations across a range of industries. Headquartered in Toronto, Canada, Customer1 has deployments in 10 countries and 8 languages around the world serving enterprise clients such as Anheuser-Busch InBev and Bed Bath & Beyond. For more information, visit http://www.customer1.com.

Media Contact:
Omar Zaibak
+1 416-572-2512
ozaibak@customer1.com

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Customer1 is a provider of customer service and support solutions that help
organizations deliver great support experiences to customers, partners, and
employees. Our solutions drive operational efficiency and reduced support costs for contact centers.