Radius provides customer engagement services for a brand management company that hosts several types of membership, clubs, and reward programs for its clients. Their clients include major retailers across the country as well as membership clubs that provide discount services to members.
Our team of agents currently manages interactions for eight private-label retail credit cards. This entails offering card protection to cardholders in case of job loss or other financial hardships as well as providing extensive reporting and file management.
The program consists of more than 40 different products, all requiring individualized training and service-level management. Using a team of universal agents (able to handle any type of inquiry from all brands), Radius has consistently exceeded all service requirements.
The client faced two challenging issues when they came to our team:
This project requires highly regulated messaging with specific scripting and rebuttals, often resulting in a low conversion rate and higher cost of acquisition. Initially, agents would ‘read’ the script versus following a conversational call flow.
To assist with scripting, Radius utilizes Scripter by LiveVox. When a call comes in, a script populates for the agent based on which brand the call is for. The agent can then use a scripter to navigate through FAQs and scripts based on customer responses and if they would like to purchase the product being sold or not.
We always want to ensure we are meeting the conversion rate and exception rate key performance metrics. So, the Radius quality team evaluates interactions to provide feedback on the effective use of rebuttals and voice tone.
This includes providing daily quality reporting to the Operations Team, targeted feedback on the proper use of rebuttals, and collaboratively working with Operations and the client on script adjustments and conversational tone. Our regulated quality monitoring program is audited daily by both the client and their clients.
To date, client benefits have included:
The client has also been able to add new brands increase revenue and become a trusted partner to their card issuer client.
Contact Radius Global Solutions to build an integrated customer engagement program for your business.