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Northwest Auto Parts (NWAP) was referred to Communications Consultants by a fellow Auto Recycler who was also a client. NWAP was experiencing growth. They knew that their 20-year-old NEC phone system was not up to the task of dealing with the increase in their call volume. They had no way to manage call flow efficiently. They had no insight into what was happening to the calls that were coming in. They needed a modern solution that gave them the ability to handle spikes in call volume effectively. They also had an extremely high monthly voice and internet bill.
Communications Consultants went to work, conducting an in-depth needs review offering several vendor options.
Our solution delivered:
– A general sales and direct-dial sales queue that sales could share with their significant customers.
– Call recording on all sales calls that management could easily retrieve and store those recordings for coaching and quality control.
– Call records that sales and management could view in real-time.
– Unlimited toll-free calls.
The most immediate result was a 4-digit, 33% drop in phone costs. After the upgrade, the charges for a new Cloud-based phone system added to the Internet service provider charges were 33% less than what they paid to operate a 20-year-old phone system.
Over time, they credited the new system with contributing to a doubling of their close rate.
After the upgrade:
– Call flow management improved to the point that sales management no longer had to make sales calls during periods of heavy call traffic.
– The system tracked sales calls, providing actionable key performance indicators.
– Recorded calls improved coaching and reduced the risk of loss from customers misunderstanding information from the sales agent.
– Providing customers with direct access to agents increased customer satisfaction and agent sales.
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Communication Consultants of Colorado (CCC) are the business technology wizards. We evaluate your current phone system, sales processes, and call flow to identify inefficiencies then recommend and design solutions that solve problems, help you implement those solutions, and provide ongoing vendor management support.
Send us your information or schedule some time with Ken here: https://calendly.com/comconsultants
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