contact center solutions

Case Studies

27% INCREASE IN HOT LEAD TRANSFERS

Education Provider’s Challenge

Call and transfer hot leads for a skilled-trade program provider.

The education provider specializes in skilled-trade programs to grow and develop students to address the nation’s infrastructure needs. The skilled trade programs are available in Oklahoma, Arizona, and Florida. Students who are interested in their programs are able to fill out a short online form to request additional information. <”h6″ class="collapseomatic ”bazinga”" id="id9415" tabindex="" title="”Read">”Read

Due to the high demand for trade programs, the provider can receive overwhelming volume of inquiries from interested students. Increasing volume requires a skilled sales team who understands skilled-trade education and can deliver sales goals.

The Stratus Solution

A comprehensive and cost effective solution Stratus Contact Solutions’ experienced team of professionals worked closely with the client to determine the most effective solution. Stratus provides skilled agents to make contact with prospective students, qualifying them for the program of their choice, and transferring the students to the appropriate admissions advisor.

Stratus provides key metrics pertaining to daily dials, contacts, and hot lead transfers. In less than two weeks, Stratus was able to surpass the goals and metrics set in place.

Measurable Results

Stratus has made an immediate impact and the client benefits are:

  • 52% Increase in contact rate
  • 27% Increase in hot lead transfers
  • 2% Increase in conversion month over month

The results reflect the investment Stratus places in their knowledgeable employees, on-going training processes, and performance models. We strive to provide exceptional sales, service and become your brand extension.

INCREASE CUSTOMER SERVICE LEVELS BY 15 %

Lifeline Telephone Company’s Challenge

Heavy inbound call volume and aggressive objectives. 

Lifeline telephone services company provides a discount on phone service for qualifying consumers to ensure that they have the opportunity and security that phone service brings, including being able to connect to jobs, family, and emergency services. <”h6″ class="collapseomatic ”bazinga”" id="id4800" tabindex="" title="”Read">”Read

Since the release in 2005, Lifeline telecom companies required partners who are PCI compliant, can work within FTC and FCC regulations, manage call frequency, and maintain specialized skills for:

  • Technical support
  • Customer service
  • Billing & payment processing
  • The Stratus Solution

A Comprehensive and cost effective solution

Stratus Contact Solutions’ skilled team of professionals worked efficiently and quickly to manage the call frequency, ensure customer eligibility, and provide customer service.

Stratus provides specific key metrics pertaining to service levels, abandonment rate, and average speed of answer. Stratus has maintained and exceeded these aggressive goals over the past 5 years while managing an average of 5,000 calls per day. With an approximate 10.8 million calls over the last five years. This type of success is how you turn clients into partners.

Measurable Results

Stratus has made a lasting impact and the client benefits are:

  • Abandonment rates less than 5%
  • 90% service level
  • 99% Of calls handled in less than 3 minutes
  • Third-party quality assurance reviews greater than 85%

The results reflect the investment Stratus places in knowledgeable employees, on-going training processes, and performance models. Stratus strives to provide flexibility and adaptability in this highly regulated business.