Case Study 1 .:.

The Challenge:

A Direct Response campaign was heavily reliant upon continuity shipments and corresponding revenue in order to maintain profitability. Cancellations were 80% within the first 30 days.

Argo’s Action Plan:

• Implement a first call resolution protocol by utilizing effective save tools

• Utilize a semi-dedicated agent environment ensuring quality performance from focused and highly trained staff.

• Develop alternate product package and price points in order to increase customer lifetime value.

The Result:

• Within two weeks, agent QA scores improved considerably.

• Save rates increased from 20% to 45%

• Net new revenue surpassed CS call center expense.

Case Study 2 .:.

The Challenge:

The Client came to Argo Marketing Group with no sale a sale procedure in place. Their customer service expense exceeded industry standards. Their previous CS provider was not upselling or retaining existing customer during the calls.

Argo’s Action Plan:

• Created comprehensive training curriculum including product features and benefits

• Implemented Argo’s proprietary save a sale procedure.

• Argo designed a campaign specific program that generated additional client revenue during the call.

The Result:

• The Client increased customer retention over 40%.

• Argo generated new sales revenue to existing customers exceeding $500,00 a year.

• Overall customer service cost significantly reduced for the client, improving overall campaign profitability.

Case Study 3 .:.

The Challenge:

A Direct Response call center was experiencing low revenue per call and an unusually high number of customer service call-back issues. Agents were not being trained adequately, and costs were rising dramatically as a result. With the future business of several clients in jeopardy, it was increasingly apparent to management that something had to be done in order to reduce overall costs.

Argo’s Action Plan:

• Implement a rigorous call monitoring program to pinpoint areas of opportunity and provide solutions to improve agent skill levels.
• Schedule weekly calibration calls to give the call center not only positive reinforcement when due, but also advice on training methods and an opportunity to address any concerns.
• Establish a weekly and monthly reporting system to track and report trends.
• Restructure and revise current sales scripts and offers.
• Make scripts easier for agents to follow, thus avoiding potential legal issues.
• Incorporate advanced sales techniques.

The Result:

Within a matter of weeks, agent skill level increased to meet our preliminary goals. Once these goals were met, we raised our overall quality standards and call guidelines. Increased compliance, the result of our rigorous monitoring and programs, produced a ripple effect throughout the campaign, with lower back end costs due to a reduction in the number of customer service call-backs and higher customer retention rate. Additionally, agent confidence increased, which was again reflected in the sales of add-ons and upsells, thereby increasing the revenue per call and leading to ongoing, improved campaign profitability.