Wednesday, November 30, 2011

How did 1-800-GOT-JUNK nearly double contact center productivity amidst rapid growth?

If you watch TV, read newspapers or magazines, or browse online news sites chances are you've heard about 1-800-GOT-JUNK?

The company has garnered amazing brand awareness through a strong PR approach and it's paying off in spades in their contact center. Call volume to the 1-800-GOT-JUNK? contact center has surged. 

The need for a call recording vendor had been identified with a goal to ensure quality remained a top priority during busy times.

Outstanding customer service has always been the hallmark at 1-800-GOT-JUNK? with the company's four quality focus areas: friendly uniformed drivers who call customers in advance of arrival times; on-time service; up-front rates; and clean, shiny, trucks. The truck teams even do a sweep before they head off to the next job.

1-800-GOT-JUNK? practices environmental sustainability also, working hard to divert as much as 60% or more from the landfill, either by recycling or donating to charity.

Wowing customers is also a top priority in the company's contact center, where technology enables managers to focus on improving service and maintaining a competitive advantage.

1-800-GOT-JUNK? has experienced significant growth over the years, having to ensure only the most scalable enterprise technologies to handle the spikes in call volume. The contact center has doubled in size every year for the last six years. In all, the company has hauled away more than five million truckloads of junk since it was founded in 1989. 1-800-GOT-JUNK? now has almost 300 locations and 2000 employees system-wide across the globe.

When the company began researching call recording solutions, they identified key quality monitoring features from the industry giants as must-haves. The investigating team added CSI and Virtual Observer to their mix of vendors and began to evaluate each solution's feature set and overall cost of ownership.

CSI and Virtual Observer were selected over the well-known vendors; 48 channels of call recording were purchased with the goal of leveraging the recorded events to focus on quality assurance and agent development.

A Senior Manager for 1-800-GOT-JUNK?, was instrumental in the discovery and selection of Virtual Observer. "Throughout this whole long, drawn-out process of investigation, I have found that the capabilities of some of the other quality monitoring software solutions may have been more extensive than what CSI offered with Virtual Observer (which is also reflected in a much higher purchase price), but the larger organizations weren't a consideration for me because of the poor customer service exhibited by their reps. It all really comes down to the transfer of trust, regardless of what is being sold," he said, ending with "and I trusted CSI, thankfully."

1-800-GOT-JUNK?'s contact center supervisors were able to use the quality assurance features of Virtual Observer very quickly. They were able to playback calls, score the agent's performance, identify training needs and use the solution's E-learning features to deliver appropriate training material to the agents.

The overall efficiency of the contact center has nearly doubled in less than two years, and conversions of incoming calls to sales leads has increased significantly. Recently, growth continued as the call monitoring system was expanded to add additional recording channels in a second location.

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