The Customer Optimization Program
Improves Service and Generates Revenue
Turn your Call Center into a Revenue Center!
The typical approach to customer service is reactive in nature and uses standard indicators to measure customer satisfaction.
organizations set their operational goals to measure;
Average speed of answer
One call resolution
“Customer first” philosophy
While these can certainly impact the customer experience, they all
come at a cost.
Enhance your call center – deliver superior service, optimize valued relationships AND generate revenue.
Program, we’ll give you
What we deliver
A multidisciplinary team of experienced professionals equipped to transform your insurance call center from a Cost Center to a Revenue Center!
We understand every call center has unique requirements and objectives, we offer custom solutions by following a phased individualized approach which includes:
► Assessment / Solution Phase
Comprehensive review of
current approach to customer care (processes, product mix, corporate
culture and customer demographics)
• Metrics developed to establish baseline
• Skill/Knowledge gaps identified
• Revenue potential identified
► Development/Implementation Phase
Design and deliver implementation plan, then “hold your hand” throughout the entire process
• Resource and support requirements established
• IT solutions presented
• Customized training program delivered
• Cost/benefit pro forma
► Measurement Phase
Oversight throughout the measurement phase.
• Monitor progress
• Review statistical data
• Make recommendations
• Tweak, refine process
• Summarize the overall initiative
"We engaged CTS/AMS to help us develop a customer optimization channel to cross sell and upsell current policyholders. CTS/AMS
was instrumental in helping us to set up the project for success and executing the project for two years. Their strong expertise in call
center based selling as well as their hands on, supportive approach gave us the skills, knowledge and confidence to be successful.
With CTS/AMS' help, we achieved our goals for the program. I would recommend Pat, Sue and the CTS/AMS team to anyone looking
implement a similar initiative. They are great
consultants and outstanding partners to their clients."
VP, Marketing and Sales Development, Life Insurance Company.
Get started today! Turn
your operations COST center into a REVENUE center while providing
exceptional customer service.
CTS has a team of experts with proven methods in customer optimization.
Call now to learn how we can individualize a cost effective revenue program for you!
Call Greg Vlazny at (502)-550-6020 or Charlie Schaefer at (267) 210-8451 for more information