Improve Sales Performance Immediately

Areas of expertise: Customized Conversations, Representative Training, Vendor Management

Our client needed to drive increased sales and lower the cost per new customer on an acquisition program that was underperforming.  Channels was not only able to increase program performance in a short window of time, but improved the overall efficiency of the team through better performance management and a revised staffing plan.

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Plot Current Customer Experience and Develop New Communications and Conversation with the Customer

Areas of expertise: Customized Conversations, Vendor Management

Our client was experiencing a large volume of calls from new customers who were confused about the products they had purchased and were unclear as to how to best take advantage of the benefits these products provided.  Channels documented a completely customer centric view of their journey, and revised several communications at key touchpoints to improve the customer's overall experience with the products, and mitigate the burden of unnecessary calls on the service teams.

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Get Excited!  Engage Sales and Service Representatives With New Product Launch

Areas of expertise: Employee Engagement, Representative Training

Our client had relaunched one of the most important products in its portfolio, but was concerned that technical issues in the service support systems and weak scripting had dampened excitement for the product relaunch among its service teams, ultimately leading to decreased sales and poor performance in the marketplace.  Channels helped revitalize the relaunch by educating and re-engaging service teams with the real customer benefits of the product, and providing the scripting, communications, and technical support representatives needed to sell the product powerfully to new customers.

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Train for Brand Experience

Areas of expertise: Customized Conversations, Employee Engagement, Representative Training

Our client had recently relaunched one of its core brands to the small business customer, and needed to create a unique brand voice for that customer among its servicing teams.  Channels created an interactive training program for all service teams who interacted with this customer to introduce each representative to the different needs the small business owner would have versus other customers and to understand how to probe and solve the service issues this customer uniquely faced in each stage of business growth.

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Build Success in Retention

Areas of expertise: Representative Training, Vendor Management

An insurance client was receiving a large volume of calls from customers who wanted to cancel their policies, yet their retention representatives did not have the right tools or the confidence to save them.  Channels streamlined performance goals across all service vendors, renegotiated the contracts, and delivered a training program to improve save rates at the point of cancellation.   Within three months, save rates jumped by 10%.

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