Client Project Examples
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The document summarizes various case studies conducted by Melissa Kovacevic's consulting firm. The case studies involved operational reviews and recommendations for several industries that reduced costs, improved processes, and increased customer satisfaction through training, coaching, new technologies, and process improvements.
Client Project Examples
- 1. Melissa Kovacevic, CommPlan Consulting “ People, Process and Strategic Consulting for Customer Service, Inside Sales,Tech Support since 1983” Operational and Skills Development Case Studies: For More information: www.mkcallcenterimprovement.com Office: (843)-766-6872 Email: teltrainer@comcast.net Conducted a contact center operational review which uncovered recruiting problems causing high turnover and high recruiting costs , identified problems with existing rep coaching causing misinformation and delayed case working. Tech Support Analyzed and recommended technology products and services for company wide implementation to reduce customer complaints and provide managers with reporting tools . Trained staff and team leaders to increase customer satisfaction. Phone interviewed new hires for out of state branch expansion. Made process improvement recommendations Manufacturing Reduced customer complaints by training Team Leaders and Supervisors how to do on-going training and coaching with reps. Designed quality monitoring program for the Customer Service Director and Manager/ Supervisor reports. Designed incentive and motivational programs. Insurance Coached one on one and taught skill specific phone sales class. Follow up coached 2 more times. Increased revenue Double Digits after 8-10 week training program for Classified Advertising Sales Publishing Helped create new operational structure offering career pathing in customer service. Recommended staffing software which saved managers hours per wk of manual work . Created Coach and Trainer positions which increased customer satisfaction survey ratings. Reduced lost calls and queue time for customers through revised reporting and analysis of call activity. Financial