Call Center Consulting Services for Contact Center Optimization
Contact Center Consulting Services for Customer Service Transformation
Ready to achieve call center excellence?
What We Can Achieve Together
Elevate Agent Experience, Productivity and Retention
Research shows that improving the agent experience as part of a call center excellence program directly correlates to 22% improved agent productivity, 26% less absenteeism and a 4X reduction in annual agent turnover.
Increase Customer Experience, Customer Lifetime Value and Retention
A subset of 9 customer service best practices is shown to improve customer satisfaction by 26 percent, increase Customer Lifetime Value (CLV) by 8 percent and lower customer churn by 9 percent – all within one year.
Improve ROI
Shifting customer support from a cost center to profit center or expanding fee-based support services can generate up to 20 percent of total company revenues and increase customer lifetime vale by 1.55X.
A Better Way
The Johnny Grow Customer Service Growth Formula is a prescriptive framework that applies a combination of 9 evidence-based best practices to improve agent satisfaction, customer satisfaction, customer lifetime value, customer retention and support-driven revenue growth.
The right mix of best practices impacts every customer and revenue goal for the company and makes the support center a top contributor in achieving the company's top priorities.
The Johnny Grow Transformation and Contact Center Optimization services are built on proven and repeatable frameworks that define, de-risk and skyrocket the agent experience, the customer experience and support organization's contribution to the business.
Step Up to Best in Class Performance
What does it mean to achieve Best in Class customer service? And what's the upside?
Research performed for the Customer Service Excellence Report answered these questions. Some of the measurable differences among the three performance archetypes are shown below.
Performance metrics vary by industry. Above figures are cross-industry averages for B2B midmarket companies.
The Johnny Grow Ascend methodology helps step up performance and outcomes to Best-in-Class levels. It's a data-driven approach that applies evidence-based best practices to maximize results in the least time, cost and risk.
So, for leaders looking to shift their operations from hopeful explorations to science-based execution that brings visibility, predictability and scale, consider Johnny Grow to assist in your journey to Best in Class performance results.
Problems We Solve
How to lower agent turnover by double digits
How to prevent customer support issues before they happen
How to lower the cost to serve
How to increase CRM software value for the support center
How to use industry benchmarks to drive the biggest customer support improvements
How to lower customer churn by half in 120 days
Signature Services
Customer Retention Programs
Improve short term revenues and create a multiplier impact to long term profits
Learn More
The Customer Service Excellence Report
The Customer Service Excellence Report analyzed and ranked the strategies, methods and technologies which delivered the biggest impact to the biggest objectives.
The report identifies what the top performers (i.e., the top 15 percent) do better and differently than their lower performing peers – and how they do it.
Evidence-based best practices provide prescriptive guidance engineered from the actions of the Best-in-Class to make the most successful programs measurable, repeatable and predictable.
An Onramp to Improved Customer Service
Art of the Possible
This one-day executive workshop is helpful if you are unsure where to begin or in the process of creating or updating your customer support strategy.
An Art of the Possible workshop compares the many ways support organizations can drive extraordinary improvements to the agent experience, customer satisfaction and company revenue growth.
Industry research and first hand experience separate hype from fact to clearly show what's possible in customer service transformation.
Flexible Services
Johnny Grow call center consultants offer flexible services to accommodate different levels of engagement.
GUIDE ME
- Maximum flexibility
- Minimum business interruption
DO IT WITH ME
- Maximum collaboration among teams
- Maximum learning and knowledge transfer
DO IT FOR ME
- Fastest time to value
- Highest performance results
Despite the need for action, inaction is the easiest choice. Customer support leaders recognize the status quo will continue to disappoint but lack a partner and flexible approach to take on a big challenge.
Combining evidence-based best practices with the right technologies to increase customer satisfaction, customer lifetime value and support-related revenue growth is a Johnny Grow core competency.
We have the performance research data, operational benchmarks, implementation frameworks, best practices, technology accelerators and industry expertise to bring prescriptive methods that achieve predictable results, and disrupt business as usual.
Contact Center Consulting Services for Contact Center Optimization
We welcome an introductory call with a call center consultant to discuss the options that best achieve your goals.