Prompt handling increases subscription revenue

A French publisher and distributor of religious books and magazines was hampered by a small staff that only operated during business hours.  At one point, they were unable to answer almost 50% of the calls they received.  Plus, they had a backlog of thousands of paper subscription requests that had been unanswered for months. 

The Christmas and Lenten seasons, which should have been anticipated as a time of increased product interest and cash flow, only put them further and further behind.

After analysis, the publisher decided to keep handling paper-based subscription requests inhouse, but outsourced handling of all phone calls to TMP Direct. 

We worked together with the publisher to develop a knowledgebase of information about their products and policies.  Plus, our CSRs were trained for several days on the publisher's web-based Customer Relationship Management (CRM) application, which gives us access to their internal customer database.  In this way we can resolve a wide variety of customer service issues regarding subscriptions, gift subscriptions, missed issues, payment history, and much more.

As a result, 96% of calls are now answered within 20 seconds or less with a 90% first-call resolution.  Plus, an increased volume of new and renewal subscriptions are being processed faster and more efficiently — increasing revenue, cash flow, and the satisfaction level of new and future customers.