1.大手健康食品通信販売会社
新規顧客の受付業務を、定期購入の継続率40％というKPIでスタート。競合他社2社4拠点に加わる形での参入となりましたが、立上げから3ヶ月で45％達成。この時点で全拠点中1位になりました。さらに弊社の経験上、60％を目指せる商材と考え、1年経った現在55％まで引き上げています。
既存顧客の受付業務で、解約防止率・電話1本あたり売上・注文受注率のKPIに対し、2ヶ月目で全KPIを達成。しかし各種数値が不安定でした。
1. Big health food mail order company
They started the reception for new client with KPI that the ratio of regular purchase continuity should be 40 percent . They entered into 4 places of competitive other 2 companies, and they reached 45 percent in three months from the start. They became the first in all points at this moment. We thought it is the item that would be able to target 60 percent on our experience, and have increased to 55 percent after one year.
The reception to the existing clients has been reached all KPIs about the ration of preventing the cancellation of contract, and sales and getting the order in the second month. However, each figure had been unstable.
品質管理チームによる毎日のモニタリングとエージェントへのフィードバックを行うことで数値が安定。以来1年以上、競合はKPI未達に対し、弊社は達成を継続しています。
特に応対品質の均一化に配慮しています。
1.クライアントサービス部がシステム部・オペレーション部と連携し、CRMシステムを構築します。エージェントが必要な情報を効率的に扱えることが、応対品質の安定とKPIの達成に寄与するためです。
2.品質管理部が電話の音声や送信メールを確認し、応対品質を監視・サポートします。
The numerical value got stabled doing the everyday monitoring and feedbacks towards agents by quality control team. Our company has been achieving it over one year since then out of our fellow competing companies not achieving KPI.
We are especially considering the homogenisation of gecresponse quality.
1. Our client service section will build a CRM system cooperating the system section and the operation section. The very thing that the agents can efficiently grasp required information leads to the response quality stability and the KPI accomplishment.
2. The quality control division will review our calling voice record and sent emails to observe and support the response quality.
