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Our Client:
America’s Leading Provider of Compliance Services
Our client’s inbound servicing team was routinely handling calls from existing customers regarding account maintenance when their leadership team asked experts at Direct Channels to change the mindset of these servicing agents and teach them how to cross-sell other products and services during these servicing interactions…
Our Client:
A Call Center Working For A National High Speed Internet, Cable, and Phone Supplier
Our client is a call center that handles an established program for a National cable, internet, and phone service provider. Their inbound servicing team’s role was to field account servicing calls from their client’s existing customers. The calls mainly consisted of customers asking to cancel accounts, resolve issues with their service or billing statements, or forging complaints about the service provider’s technician who failed to show up for…
Our Client:
A Global Insurance and Financial Services Provider
Our client’s inbound servicing team was answering the calls from existing customers who were looking to cancel, were unsatisfied with their service, or experienced issues with their billing. By their very nature, these were not easy calls. The client needed to enhance customer satisfaction scores and attempt to regain customer loyalty by adding services. Internally, this client was experiencing severe issues with their brand, adding to the agents’ frustration…
Our Client:
A Popular Online Dating Website
Our client was looking to create an outbound tele-program to welcome new customers and help them set up their account to enhance customer engagement and usage. The goal was to get customers interacting with their company website early in their tenure to make them more likely to keep their membership active over time…
Our Client:
The National Merchant Retention Team for a Leading Credit Card Issuer
Merchants that accepted a leading credit card were calling the credit card issuer to cancel their Merchant accounts primarily because they didn’t see the value of acceptance and the high merchant discount rate…
Our Client:
The Small Business Retention Team at an International Credit Card Issuer
Small Business Owners were calling into the credit card issuer retention team to cancel their Business Cards due to the annual fee and/or lack of perceived value from Card membership…
Our Client:
A Consumer Relationship Care Team at a Fortune 500 Financial Services Company
The Consumer Relationship Care team was fielding inbound servicing calls from consumer card holders. The team was also tasked with offering companion cards to inbound callers in an effort to increase the client’s card member base…