STANDOUT SERVICES

Communications Solutions

WHAT MAKES US DIFFERENT

CSLLC works with your brand to provide Dynamic, Dependable Call Center Services that Deliver Results!

It's in our DNA.

DIVERSE NETWORKING ADVANTAGE.

People are Our Power.
Rapid and Flexible.
Extremely Responsive OPS and IT Team.
Committed to making Necessary Changes in Resources and Processes.
Execution - Timely and Accurate.
PCI Certified
Experience + Transparency.
Quality + Dedication.
Consistently ranked top quality amongst all our clients.
25+ Years Customer Engagement Services.

Your Growth, Our Expertise

3.5K

Successful Campaigns with Exceptional Results

95%

Increase in Customer Satisfaction Reported by Our Clients

11 Top Fortune 500

Communication Companies & Beyond Who Choose CSLLC

25+ Years

Experience in Communication Solutions

Experience Snapshot

Providing Industry Services for over 28 Years
Service Multiple Complex IB/OB/Chat Campaigns Per Month
Dedicated to Compliance, Integrity & Quality Sales Results
Flexible, Rapid, and Strong Midwest Work Ethic
Nearshore and Offshore Experience
Average Client Tenure: 15+ Years
Telecom Core Competency
Internet, Telecom/Mobile, Entertainment
Proven Sales/Quality Performance
PCI Certified
48% Inbound / 52% Outbound
75% Residential / 25% Business

Growth Mindset
Case Study Insight

Background

A Client’s marketing efforts, call traffic from DRTV, Direct Mail, and Web were experiencing a downturn in growth, but an increase in operating costs. Said client needed a strong answer rate, however, their outsourced pay-for-performance chosen call center practices conflicted with the client’s need to achieve increased sales conversions. Due to the conflict, acquisition costs were rising (specifically due to TV call increases), making the seasonality a continual pain-point for both client, and call center.

Strategies

Shut down the automated upfront IVR in place.

Sourcing, recommend, partner, and project managed the launch of a technology provider, linking together a successful network of BPO call centers to expand the resource pool by 500% - continuing a pay-for-performance environment.

Sourcing, recommend, partner and project manage the on-boarding of 6 additional outsourced call center providers to become part of the “network solution”.

Drive the leads to a network of call centers, linked by a single scripting platform to sync scripting, QA, demographic and financial data with reporting.

Increase competition through the network using the same comparable technologies and script across disparate call center operations.

Outcome

Outsourcing of DRTV traffic quickly resolved internal operational issues, including a 15% lowered call abandon, on average. and elimination of high queue times.

A better than 50% lift in orders, while doubling calls answered year over year. (at similar marketing budgets).

22% overall internal agent attrition reduced due to improved internal call traffic patterns and work environment.

Success of outsourced call segmentation and screening process prompting replication for all business call traffic.

CSLLC Case Study

Client:

Fortune 500 Telecommunications Company

Residential Digital Inbound Campaign

Challenge:

Identify and address sales declines for Digital Customers faster in order to improve conversion rates intra-day and provide timely feedback to Client and Marketing.

Solution:

Within one week, CSLLC created real-time tool that tracked and displayed decline reasons at Agent, Team & Campaign levels. This allowed supervisors & trainers to identify the top three decline reasons as the day progressed in order to coach agents and teams specifically to the top three decline reasons and improve conversion. This tool was also made available to the client so they could see customer responses and provide feedback to Marketing to adjust messaging quickly.

Result:

As a result of the use of this tool and execution of decline-specific coaching and polish training, CSLLC improved conversion rate by 23% and allowed Client Marketing to adjust messaging which also improved customer response to Digital Marketing by 19%. The combined improvement of conversion and customer response increased program revenue for this one queue by over $2M with minimal cost increase.

CSLLC Case Study

Client:

Fortune 500 Telecommunications Company

Residential Upsell Outbound Campaign

Challenge:

Contact rates on OBTM Upsell program were running too low at 4.5 CPH due to manual dialing of wireless numbers.

Solution:

CSLLC worked closely with Compliance Officers and IT to develop a solution that allowed agents to dial wireless numbers more efficiently while remaining compliant with TCPA guidelines. This solution provided agents with a quicker process to pull customer phone numbers and execute dialing. It also provided an option to utilize “clickers” that would manually dial each number and send those calls to available agents while ensuring no calls were executed without agents available to receive calls as per TCPA requirements.

Result:

As a result of the use of this solution, CSLLC improved contact rate by 26% and improved Sales Per Hour (SPH) by 30%. This resulted in generating over $1.6M in additional revenue.

CSLLC Case Study

Client:

Fortune 500 Telecommunications Company

Residential Click-to-Chat Sales & Service

Challenge:

Net Promoter Scores (NPS) initiative was put in place with expectation for increased NPS scores despite Customer Satisfaction (CSAT) scores. CSAT scores were above expectations indicating the customer was happy with the agent, but NPS scores indicated they were not happy with the company experience as a whole and were thus not likely to recommend company to other consumers.

Solution:

CSLLC implemented combination use of quality scoring methodology and NPS drivers to mine information at the agent, supervisor and campaign levels. By leveraging this information CSLLC was able to develop stronger messaging to overcome negative customers experiences that were outside of the agents’ control.

Result:

As a result of this effort, CSLLC improved NPS scores by 41% between two different programs indicating a significantly higher satisfaction with the company experience. Program 1 increased by 62% and Program 2 increased by 21%. This was accomplished while maintaining 127% of sales target.