The Customer Optimization Program
Improves Service and Generates Revenue

Turn your Call Center into a Revenue Center!

Additional Revenue

Improved Service

Call center marketing

Call center training

 

The typical approach to customer service is reactive in nature and uses standard indicators to measure customer satisfaction.

 

Most organizations set their operational goals to measure;
 

Average speed of answer
 

One call resolution
 

“Customer first” philosophy

 

While these can certainly impact the customer experience, they all come at a cost.
Enhance your call center – deliver superior service, optimize valued relationships AND generate revenue.
 

Call center sales training

With our comprehensive Customer Optimization Program, we’ll give you
the tools and training you need to transform the way you do business!

Download the Customer Optimization Program Brochure , here. (.pdf)

 

What we deliver
A multidisciplinary team of experienced professionals equipped to transform your insurance call center from a Cost Center to a Revenue Center!

 

Framework
We understand every call center has unique requirements and objectives, we offer custom solutions by following a phased individualized approach which includes:

 

Assessment / Solution Phase

     Comprehensive review of current approach to customer care (processes, product mix, corporate culture and customer demographics)
            • Metrics developed to establish baseline
            • Skill/Knowledge gaps identified
   
        • Revenue potential identified
 

Development/Implementation Phase

     Design and deliver implementation plan, then “hold your hand” throughout the entire process
            • Resource and support requirements established
            • IT solutions presented
            • Customized training program delivered
   
        • Cost/benefit pro forma

Measurement Phase
     Oversight throughout the measurement phase.
   
        • Monitor progress
            • Review statistical data
            • Make recommendations
            • Tweak, refine process
            • Summarize the overall initiative

 

Testimonial
 

"We engaged CTS/AMS to help us develop a customer optimization channel to cross sell and upsell current policyholders. CTS/AMS

was instrumental in helping us to set up the project for success and executing the project for two years. Their strong expertise in call

center based selling as well as their hands on, supportive approach gave us the skills, knowledge and confidence to be successful.

With CTS/AMS' help, we achieved our goals for the program. I would recommend Pat, Sue and the CTS/AMS team to anyone looking

to implement a similar initiative. They are great consultants and outstanding partners to their clients."

VP, Marketing and Sales Development, Life Insurance Company.

 

Get started today! Turn your operations COST center into a REVENUE center while providing exceptional customer service.
CTS has a team of experts with proven methods in customer optimization.

Call now to learn how we can individualize a cost effective revenue program for you! 

Call Greg Vlazny at (502)-550-6020 or Charlie Schaefer at (267) 210-8451 for more information



CTS-CONSULTING

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