Is it possible to establish a sales culture in a service environment? Absolutely! Knowlagent helped an international beverage bottling giant build a new, consolidated call center solution that focused on service and sales, resulting in revenue being driven from its call center.
Generating more than $4.7 million in revenue per day from their new call center solution, this customer would agree that creating a revenue dimension in a traditional service center is not only possible, but mandatory.
Customer Overview
One of the world’s leading bottling companies was consolidating all of its service offices into one call center in the U.S. These service offices support nearly one million customers in the United States and Canada and six European nations, including France and Great Britain.
Since the company was new to the call center industry, this bottler had to build a center from the ground up. Immediately they sought other companies who could provide the best practices necessary for building the high impact organization they envisioned, which the company has become today.
What the bottling company didn’t know was that there were no other companies who could provide the benchmarks they desired to help create a dynamic sales and service operation from scratch.
Key Initiative
This bottler planned to create a world-class call center in under six months and with a limited budget. To do so, it needed to staff its new facility and standardize the various procedures from all of the local offices, while at the same time maintain its high standard for both service (inbound) and sales (outbound) calls.
Knowlagent Solution
Knowlagent, due to its vast working experience in call center best practices and techniques, was engaged early in the process as the agent performance component of an integrated call center solution, which included Avaya (ACD), Blue Pumpkin (workforce management) and NICE (quality monitoring).
Through its combination of patented technology and integrated methodology, Knowlagent was able to deliver customized communications, content and training to each call center employee right to the desktop during down times. Valued as “far more than a training solution,” Knowlagent’s call center solution delivered information and best practices and was immediately embraced by the company and adoption of the solution was highly successful.
In just six months, the bottling company went from zero to a fully staffed, fully functional call center with a level of sales and service performance better than the previous (decentralized) model. Every step of the way, the customer relied on both Knowlagent’s technology and its business performance team to help create on-the-fly solutions to a host of issues that arose.
For example, Knowlagent recognized that the call center would need to address both sales and customer support needs and provided a strategy for both sales and service that allowed for cross-training (where inbound call service representatives learned to make sales calls and outbound sales representatives were trained to take service calls).
Centralization also created the challenge of forcing a consolidated call center team to learn a large and constantly changing array of information about products and services, from promotions to packaging to parts to offerings and more – all of which varied across the enterprise (from market to market, and from distribution area to distribution area). Knowlagent was instrumental in improving performance by taking this broad array of information and delivering customized content to each call center employee directly to his desktop.
Its territories contain more than 400 million potential consumers reached through thousands of retail and wholesale outlets. Through the Knowlagent solution, the company plans to begin gathering data across a much broader range of interactions with customers, from which they’ll make their sales and support decisions and establish best practices. With a consolidated call center, trends across once disparate territories would be detected and analyzed, and customized solutions could be created and implemented.
Impact
The company’s call center has maintained a high standard for service performance, while also managing to generate $4.7 million per day in revenue on a continuing basis, which significantly benefits its bottom line.
Today, the bottling company’s commitment to the Knowlagent solution is absolute. It has put together an internal team to support Knowlagent as THE tool for communicating information and best practices to its call center personnel.
Key Facts
Objective: Establish a world-class call center operation that provided value back to the business by generating revenue and offering superior customer service
Solution: Knowlagent collaborated with the client to optimize all of its new technologies to create a fully integrated solution that delivered customized communications, content and training to every agent at the desktop without disrupting call volume.
Results: The company is producing $4.7 million in revenue every day, with service levels remaining as high as when it concentrated mainly on service and was a decentralized system.
Ongoing Benefits:
- The bottler continues to collect data from its various projects and create its own “best practices” to implement across the enterprise.
- Knowlagent is used as the primary communication vehicle to keep staff informed, trained and motivated.
