Reduce Repeated Calls into Call Centers

Superior Results Delivered :

Actual results were 38% reduction in repeat calls in SERVICE centers.  The results, using the 8 helpful ideas, were replicated in the SALES centers and had 46% reduction, and REPAIR centers with 33% reduction.  Customer satisfaction increased 8%.  Overtime was reduced from 3 Saturdays per month per person to 1 Saturday per month per person.  Savings was $12M a year in overtime.  The graphs below represent a compilation of nine (9) states and 35 call centers.