Case Studies / Contact Center Management

Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth

Home Security Industry / Private Equity

Challenge

• Northridge partnered with a leading Private Equity firm to provide operational due diligence for a growing home security company’s Contact Center to gain an understanding of the company’s operational challenges and investments required for growth strategy.
• The company had already experienced significant growth due to innovative products and services but were challenged with high turnover, inconsistent service levels, manual processes and high volumes of transactional interactions.

Approach

• Provided a comprehensive assessment of their customer service and inside sales model and operations:
  • Assessment of the current Customer Experience against best-in-class operations and benchmarks
  • Detailed set of initiatives focused on people, process and technology to improve operational inside sales effectiveness

Business Impact

• Provided a roadmap of initiatives and recommendations focused on the following areas:
  • Reduce attrition by enhancing recruiting, career pathing, training and associate development
  • Improve service levels by implementing Workforce Management processes and tools
  • Enhance sales process by implementing a tiered sales model and improved workflow
  • Improve productivity by eliminating manual work drivers and leveraging technology
  • Enhance self-service by prioritizing customer self-service and channel effectiveness; implementing quick hits