West at Home increased call conversions to deliver millions in additional revenue.

Objective:

One of the nation's largest appliance manufacturers was looking for a new partner to help handle the high volume of in-warranty and out-of-warranty calls on certain days of the week.

Solution:

West at Home identified agents who possessed exceptional sales and closing skills to help process consumers' requests to schedule service calls with the company's factory-trained employees. Depending on the season and call volume, the program utilized up to 400 trained agents. Additionally, West at Home employed up to 30 bilingual agents to assist with Spanish out-of-warranty call volume. West's Instructional Design and Development team implemented a 100 percent virtual self-paced training program using client-approved documentation and augmented with instructor-led webinars to reinforce the program's key points.

Results:

• West at Home was able to generated call conversion rates of 94 percent or greater.
• West exceeded the YTD average conversion of the company's internal call centers by almost 10 percent.
• Approximately $6 million in revenue generated that would have been lost with previous solution.
• Meeting answer rate goals of 97 percent or better.
• Improved average handle times by 27 seconds.

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