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Tiered sales model

Case Studies / Contact Center Management

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

Home Security Industry / Private Equity


  • 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.


  • 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

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