Results
1st February, 2009 - Posted by Pam -
Client Accomplishments
· Increased Technology Return on Investment to 35%
· Enabled Growth of 114%
· Customer Service Cost per order dropped from over $4.00 to $1.87 (54%)
- Reduce Abandon rate from 42% to 3.5%
· Average Speed of Answer reduced from 2.5 minutes to 32 seconds
· Reduce Outsourcer costs by 20% - ultimately eliminated altogether
· Reduction in interactions per order from 122% to 33%
· Implement Email Response Management System resulting in visibility and reduction of email volume by 40%.
· Quality Scores established and improved from 52% to 87%
· Calls esclated to tier 2 dropped from 52% to 14.4%
Testimonials
“Pam Dodrill is best in class when it comes to turning a company around in a short amount of time. Whether it’s telephony, software as a service, customer support issues or organizational - she get’s in and creates a plan driven by experience. In 3 months she migrated my company off a SAAS environment that was losing us money, to a strong platform that created a 35% increase in ROI. To date we have recovered all expenses and have grown by over 114% in ten months. Pam is personable, responsible, dedicated and get’s the job done. I highly recommend her to any organization and would be more than happy to further discuss.”
-Jill Blankenship, President - Frontline Call Center
“Pam is a top-flight call center expert who has filled virtually every call-center-related role there is. She’s been inside from agent to center manager, and outside as a software sales support engineer and product manager. But the best thing about Pam is the way she grabs a hold of any problem, structures it, and figures out how to wrestle it to the ground. For any difficult change management project –call center or otherwise — she has my highest reccomendation.”
-Jeffrey Pease, Vice President Marketing - Exigen Group
“One of the things I love about my job is the ability to meet so many call center professionals and get to see their skills, challenges, solutions, etc. Just to let you know, in my 14 years in call centers and 3 years at this job turning up dozens and dozens of call centers, Pam is far ahead of everyone else I have met. Her ability to understand not only the here and now, but to plan for the future definitely sets her apart. I think it is because she can see the whole picture and make decisions from that perspective. I think I am going to move her to Utah so she can prep all of my customers before the cutovers.”
-Austin Brown, Implementation Engineer - inContact, Inc.
