Erasing peak-season woes

The problem : A worldwide manufacturer of cooling products was growing dramatically. As a result, their internal customer care department was stretched to the maximum – at a time when a new cooling product was about to be launched on TV and summer’s peak season was on the way.

The solution : In the past, they’d hired temps to augment their permanent staff during the peak season … but that was a costly, time-consuming practice that didn't provide the high level of customer service they needed. Instead, they decided to outsource their front line customer care effort to TMP Direct.

Working closely with the manufacturer, we quickly trained a group of Customer Service Representatives (CSRs). They received hands-on experience with each product and learned features, benefits and operational functions. We also built an intuitive, easy-to-search product database that contains troubleshooting guides, operations manuals, FAQs, step-by-step installation instructions, product photos, repair procedures and warranty policies. A dedicated group of Product Specialists also received advanced product training – permitting them to handle escalated “tier 2” customer care and technical support issues.

We also built an online CRM system that (1) allows both TMP Direct and the client to track customer history and (2) provides real-time metrics – such as reasons for calls by category, percent of calls escalated back to the client, percentage of calls resolved satisfactorily, and more.