Case Study: Onboarding an External Customer Call Center
Nature of Work
Program Management
Internal Communications
Script Writing
Process Improvement
Challenge
When Wendy's Customer Feedback program was approved for a national launch, we needed to increase the number of customer care representatives to handle incoming calls. Rather than add to internal headcount, the company partnered with an external call center to secure a team of customer care reps to provide 24/7 inbound call coverage.
As brand representatives, the new team needed to be brought up to speed about the products, the brand and the industry. We set up training and call monitoring procedures, provided resources (printed and online) for reference materials, wrote scripts for responding to customer calls, set up a routing system for comments, and established expectations for call quality.
To ensure that the call center reps felt like they were part of the Wendy's team, we sent premiums and gift cards to reward outstanding reps, and provided restaurant marketing materials (banners, signage, etc.) for display in their call center.
Result
The external call center team was up and running when the feedback program went systemwide, meeting call quality measures. The company was able to turn comments and complaints around within a day, rather than several days, enabling restaurant managers or owners to contact customers quickly to resolve any issues they experienced during the restaurant visit. This was an ongoing process; as new products were introduced or issues arose, scripts were written and disseminated to the reps.
Program Management
Internal Communications
Script Writing
Process Improvement
Challenge
When Wendy's Customer Feedback program was approved for a national launch, we needed to increase the number of customer care representatives to handle incoming calls. Rather than add to internal headcount, the company partnered with an external call center to secure a team of customer care reps to provide 24/7 inbound call coverage.
As brand representatives, the new team needed to be brought up to speed about the products, the brand and the industry. We set up training and call monitoring procedures, provided resources (printed and online) for reference materials, wrote scripts for responding to customer calls, set up a routing system for comments, and established expectations for call quality.
To ensure that the call center reps felt like they were part of the Wendy's team, we sent premiums and gift cards to reward outstanding reps, and provided restaurant marketing materials (banners, signage, etc.) for display in their call center.
Result
The external call center team was up and running when the feedback program went systemwide, meeting call quality measures. The company was able to turn comments and complaints around within a day, rather than several days, enabling restaurant managers or owners to contact customers quickly to resolve any issues they experienced during the restaurant visit. This was an ongoing process; as new products were introduced or issues arose, scripts were written and disseminated to the reps.
