Solid Cactus Call Center Culture

Earlier this month, I had the pleasure of presenting the benefits of our Call Center Service to an e-commerce merchant who sensed something was missing. Located in the Mid-Atlantic region, he operated his household goods store between traditional business hours of 9 to 5 – and had an internal team handling the phones. He had a beautiful store with quality goods –his goal was to increase the hours he provided customer care for his shoppers – and if he could scoop up more sales, all the better. Rather than wrapping up the day at 5PM, with the aide of our team, his clientele could now experience premium customer care between the hours of 8 AM to 12 midnight, Saturday & Sunday, 9 AM to 9 PM.

The process wasn’t much different that any other of the hundreds of clients I’ve personally assisted: a free consult, completing a few questionnaires and providing policies and procedures. I drew up an agreement and guided him through the process, by assigning him an Account Manager and introducing him to our training team.

Fast forward a few weeks and I learn through chatting with our Evening Call Center Supervisor Alison Wydawski, our little customer care project has captured much more than a few modest sales. By picking up the ball and answering calls when his team leaves, we are capturing about 5K in sales per evening! Each week, the numbers are consistent, and we’re well on the way to bringing in an additional 150K in sales in one month! Alison told me with me she knows the very minute their office flips off their “open” sign, as our phones light up like a Christmas tree! While monitoring agents phone calls, she can hear the delight in the shoppers voice when our team is assisting them with those one or two crucial questions – that normally would have stood in the way of making the purchase after hours.

What happens when you turn off your lights? Are you providing your shoppers with excellent customer care, or are you still under the assumption that a voicemail and cell phones are adequate substitutes? Snagging an additional 150K in sales is the ultimate reason to check into all we can offer here at Solid Cactus Call Center Services. If you are not managing your shoppers after-hours calls – your competition thanks you. There really is a better way, and it really is easy as one, two, three to get started:

1. Contact me, Cindy Cruikshank, Senior Manager of Call Center Sales, for a free analysis and quotation. 888-361-9814, ext. 7079 – email cindy.cruikshank@solidcactus.com.

2. A few calls and shared info brings our team up to speed – and we’re ready to roll. We charge a modest training and integration fee (it’s less than the cost you’d pay for a good “help wanted” ad!)

3. Change your header to reflect your new, extended hours of operation along with your toll-free number – and get ready to watch your sales soar!