The client operates a call center that serves two distinct customer groups: Sales and Owner Services. Overall, the call center was struggling with managing call volume and delivering to both established KPIs and the desired customer experience. However, because of the unique needs, requirements and expectations of each customer group, the underlying business issues were dramatically different.

Customer Group 1: Sales
Beyond the initial vacation experience sale, this group works to extend the vacation experience to include a wide array of on and off property excursions, theme park tickets and more. These “upsell” opportunities are not just about increasing revenue. More importantly, they create more robust vacation experiences and help drive customers to become repeat customers for all their vacation needs and possibly even lifetime owners.

Sales was extremely concerned about their high caller abandonment key performance indicator (KPI), and the impact on both customer satisfaction and sale revenue.

Callers into Sales are not tolerant of long wait times and will not wait on hold for an unreasonable amount of time. When these callers hang up, often they take their business to other providers. As such, every abandoned call is a lost opportunity for sale and therefore a loss of revenue.

Customer Group 2: Owner Services
This group supports (timeshare) owners, by helping them pay their bills. These customer call for a specific reason and want to have their needs taken care of as quickly as possible without having to spend their time waiting in queue, where they become frustrated.

Owner services was experiencing unhappy and often angry owners, and their technical infrastructure was compounding the problem. When call volume rose, owners simply sat on hold. They were not provided with an estimated wait time (EWT). They were not provided any alternatives for service. Many callers would hang up and then call back again, driving service queues even higher!

• First In Line™ (FIL) / Intelligent Callback (Application) – Allowed customers to hear their real predicted wait time – and request a callback as soon as an agent was available or schedule a time when they know they had more time

1. Account executive had worked closely with this customer at a previous customer.
2. When the account executive joined Swampfox, they decided to take a look at our products. Based on our reputation, expertise, and ability to deliver they chose our callback solution to meet their needs.
3. They originally had a competitor’s callback solution which used too many resources and was unreliable.
4. After seeing FIL, they could clearly see that this solution was better.

Implementing First In Line™ immediately led to lower abandonment rates for both groups of customers as callers were now able to opt in for calls to be returned “as soon as possible” (ASAP) or to be scheduled whenever customer have time available.

Not only did this increase customer satisfaction (CSAT) and eliminate the negativity from frustrated customers (who previously had to wait on hold,) it also increased employee (agent) satisfaction since calls were less contentious. This also aided their Work Force Management group to better staff by utilizing scheduled callbacks to get their callers to schedule callbacks outside of their peak call traffic hours. Customers no longer were having to stay on hold listening to awful hold music with no end in sight. Customers now had their expectation set right as they were entering the queue with an estimated wait time and had the ability to enroll for the callback that best suited their needs.

By enabling agent first callbacks for the sales group, agents are able to quickly see all of the context from the customer’s interaction with the self-service, including the intent that they are calling for, and can quickly view details about the particular customer within their CRM or “Screenpop” on their desktop. This allows the agent to have a quicker interaction with the customer, leading to better service levels and KPIs, as well as enabling them to build a better relationship or rapport with the customer. Finally, this has led to a better experience for everyone, with more upsell/cross-sell and enhanced customer retention, increasing the company’s overall revenue and profitability.