Case Study

Modern contact center improves sales conversions.

One of the three largest credit agencies in the United States.

Case Study - One of the three largest credit agencies in the United States.
Industry
Banking and Financial Services
Services
Customer Engagement Transformation
Digital Transformation

The Challenge

Our client manages information for 400 million consumers worldwide, and was looking for a way to increase sales conversion rates while improving the customer experience. Not to mention, the client experienced difficulties adapting their processes to ever-changing regulatory and compliance requirements, while also straining to manage attrition, handle volume spikes, maintain customer satisfaction, and achieve sales goals.

The Sutherland Transformation

Sutherland rose to the challenge and transformed the credit agency’s customer experience by handling 67% of their incoming calls. Our team deployed technologies and processes to more seamlessly adopt new or evolving regulatory and compliance requirements, while managing the entire contact center operation with an eye for improving the customer experience.

To help the client effectively improve sales conversion rates, we collected baseline data to identify which skill sets drove the most sales. We also measured if sales originated from specific Vendor Directory Numbers as well. Based on additional monitoring of the sales process, we identified call types with the highest likelihood of generating a sale. While we wanted our top performing agents to handle those call types, we identified the best performers and had all appropriate calls routed to them directly.

To closely monitor the process ongoing, we conducted regular audits to ensure our agents were adhering to client guidelines, evaluated performance of all call types, staffed the call center by call type, and continuous analysis of program data to refine skill set optimization.

Sutherland immediately achieved target SLAs and has continued to outperform competitors.

The Results

Sutherland immediately achieved target SLAs and has continued to outperform competitors. Since implementation, the program continues to deliver consistent success in meeting or exceeding program targets company-wide. Results include:

18%
conversion on new unit sales
IMPROVED
client customer satisfaction scores
CONSISTENTLY
met SLAs and KPIs