Contact Center - Case Study 7

The Client Need: Transforming a contact center to save a not-for-profit

A national not-for-profit entity had been doing business the same way since its inception in the 1950's.  The mission of the organization is to provide books and classroom materials for customers located throughout the world.  Unfortunately, the not-for-profit struggled with selling their materials to a customer base that had moved beyond ordering books through catalogs.  Sales orders, and customers were significantly declining and the not-for-profit was near to closing its doors.

As a result, the organization reached out to HighPoint to help transform its business.  Working with the board of directors, we realigned the management team, consolidated operations and facilities and began focusing on winning their customers back!

Customer service had never been a focus at the organization.  Contact center employees were "order takers."  They did not try and understand the customers needs or look for opportunities to provide additional products.  As a result, HighPoint began transforming the contact center culture to a "customer first" mind-set.  We turned "order takers" into true Customer Service Representatives (CSRs).  HighPoint developed customer service training and coaching and contact center technology training.  Based on the results of the training and coaching, feedback from customers has been outstanding!

Not only did HighPoint focus on improving the performance of the CSRs but we also added additional contact channels for customers.  Products and ordering information was transitioned to the internet.  E-mail and webchat channels were also added.  Customers can now order products, and initiate contact with the contact center on a 24/7/365 basis.

As a result of these efforts, sales at the not-for-profit have begun to increase and the business is once again growing with prospects to fulfill its mission for decades to come.