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Situation:
A per minute fee for call center support is an expense that one client recognized as a hidden problem. When a marketing campaign's price structure was under-estimated due to a high level of customer interest and increased customer support center calls, the price per reward nearly doubled after the fees per minute were applied to the reward cost. |
Solution:
Group O incorporated a pricing structure that allowed this client to wrap the call center support into the price points of the reward program. When large companies like this one receive over half a million calls in a year, the bundled prices allows the client to know exactly what they will pay per reward, regardless how much customer support is needed to ensure the customers are satisfied. |
Result:
Group O brought the client’s average reward value down from over $50 to under $30. The cost savings was not the only standard that was kept in the customer service department, Group O maintained a service level where 80% or greater of calls are answered within forty seconds. |
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