Contact Center Solutions Featured Article

If you want to follow a great customer service success story, find one about a company that has massive seasonal spikes. After all, for a company with a very predictable sales cycle to achieve excellence is not all that impressive. You can always plan for what you know is coming. But companies with vast seasonal variances are the ones to watch to learn what (and what not) to do.

 

Envision Telephony, Inc., a provider of enterprise contact center software, has announced a new (and particularly fun) client, the Vermont Teddy Bear Company.

 

The Vermont Teddy Bear Company is a popular manufacturer of handcrafted American-made teddy bears, and the company recently managed to increase sales and significantly improved both agent performance and customer satisfaction since implementing Envision’s Click2Coach quality monitoring solution. Click2Coach provides call center supervisors with the training, quality monitoring and evaluation tools they need to develop agents who have the skills and knowledge to provide consistently superior customer service.

 

Founded in 1984, Vermont Teddy Bear pioneered the “Bear-Gram” gift delivery service. It is one of the top-rated stores on the Internet: it’s a Yahoo Shopping Five Star Merchant, with a 98 percent positive rating, and a BizRate.com Circle of Excellence Award winner.

 

Vermont Teddy Bear faces significant customer service challenges because its business has seasonal spikes; the company expands from 45 customer service agents up to 700 during holiday periods. Vermont Teddy Bear prides itself on delivering stellar customer service, so it selected Click2Coach because it offered a reliable, scalable solution that could support its call volume and evolve as the business grew.

 

“Click2Coach has been instrumental in maintaining high customer satisfaction levels,” said Anthony D’Andrea, quality control and customer service coach for Vermont Teddy Bear. “This solution has been the foundation for creating a successful customer and agent experience and therefore directly affects the bottom line.”

 

Since implementing Click2Coach, Vermont Teddy Bear reports that customer satisfaction is at an all-time high. With Envision e-Learning clips from Click2Coach, Vermont Teddy Bear is able to quickly train its expanding core of agents and coach them to cross-sell and upsell potential customers. In addition, Vermont Teddy Bear supervisors are now using Envision’s automated evaluations to improve the efficiency and effectiveness of employee evaluations.

 

“We are very pleased to have partnered with Vermont Teddy Bear to enable them to ask their customers the right questions at the right time, thereby ensuring the best possible customer service,” said Rodney Kuhn, Envision CEO.