Turning Call Center Challenges into Opportunities for Growth
Real Case Studies of Call Center Success
At Ulysses, we believe in the power of proven results. Our case studies feature real-world examples of how our tailored training solutions have transformed call center performance, boosted customer satisfaction, and driven business growth. Each case study highlights the unique challenges faced by our clients and how we partnered with them to achieve measurable success. Interested in learning more? Contact us to discuss how we can help you achieve similar results.
Overcoming Key Challenges with Proven Solutions
Over the past several years, Pepco – and the entire energy industry – had been undergoing transformation, building a more reliable electrical system. And they began using information from this system to give customers more detailed information about their energy usage so they could conserve energy.
Prime Therapeutics’ contact centers were faced with customer satisfaction scores that, though adequate, left room for improvement. They didn’t have a structured process in place that enabled agents to manage customer issues in a consistent way. And, they knew they needed to refine their coaching process to ensure that changes to the frontline were supported and sustainable.
Customer satisfaction and loyalty are the cornerstones of the Bank of Montreal. The bank’s mission is to continuously and rigorously define new levels of customer service and excellence. To meet that corporate objective, BMO’s call center, known as Direct Bank, was looking to a launch a skills-based training program to deliver the desired client experience and achieve incremental closes. Plus, it wanted to enhance its coaching program to do so.
Wanting to improve the service it provided its customers, CenterPoint Energy confronted several challenges. Not only was the utility industry going through change, CenterPoint Energy encountered the advent of new technology, such as the Smart Grid, and rising customer expectations. Plus, it faced a cultural divide with two contact centers in Texas and Minnesota, along with two outsourced, third-party call center providers.