Telrite Inbound
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Stratus Contact Solutions helped Lifeline Telephone Company increase customer service levels by 15% by managing high call volumes. Stratus agents provided technical support, customer service, and billing/payment processing for Lifeline, ensuring customer eligibility and maintaining service level agreements. Over five years, Stratus handled over 10.8 million calls while keeping abandonment rates below 5%, answering 90% of calls within 3 minutes, and receiving quality assurance reviews over 85%. Working with Stratus provided Lifeline measurable results and benefits like reduced wait times and increased service levels through Stratus' trained agents and adaptable services.
Telrite Inbound
- 1. stratuscontactsolutions.com Increase customer service levels by 15 % Lifeline Telephone Company’s Challenge: Heavy inbound call volume and aggressive objectives Lifeline telephone services company provides a discount on phone service for qualifying consumers to ensure that they have the opportunity and security that phone service brings, including being able to connect to jobs, family, and emergency services. Since the release in 2005, Lifeline telecom companies required partners who are PCI compliant, can work within FTC and FCC regulations, manage call frequency, and maintain specialized skills for: • Technical support • Customer service • Billing & payment processing The Stratus Solution: A Comprehensive and cost effective solution Stratus Contact Solutions’ skilled team of professionals worked efficiently and quickly to manage the call frequency, ensure customer eligibility, and provide customer service. Stratus provides specific key metrics pertaining to service levels, abandonment rate, and average speed of answer. Stratus has maintained and exceeded these aggressive goals over the past 5 years while managing an average of 5,000 calls per day. With an approximate 10.8 million calls over the last five years. This type of success is how you turn clients into partners. Measurable Results: Stratus has made a lasting impact and the client benefits are: • Abandonment rates less than 5% • 90% service level • 99% Of calls handled in less than 3 minutes • Third-party quality assurance reviews greater than 85% The results reflect the investment Stratus places in knowledgeable employees, on-going training processes, and performance models. Stratus strives to provide flexibility and adaptability in this highly regulated business. Why Stratus? Stratus meets aggressive objectives and maintains client relationship for over 5 years. Inbound sales and service Benefits of working with Stratus Contact Solutions • Reduce abandon rate • Increase average speed to answer • Increase service levels • White glove service experience • Provide on-going agent training • Reduce average handle time • Scalability during peak season • Multi-lingual • On-shore / Near-shore • PCI Compliant For More Information Call us at 855.875.CHAT Visit our website www.stratuscontactsolutions.com Email us at sales@emailstratus.com