door to door white paper 09 2012 ver4 - orion call … · a case study on how one company ... orion...
TRANSCRIPT
OR ION
surefire ways to reduce attrition and increase customer
satisfaction through Contact Center Services outsourcing
6
A Case Study on how one company lowered call center attrition rates, increased customer service, and improved processes by outsourcing to a Contact Center of Excellence.
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
A Case Study on how one company
lowered call center attrition rates,
increased customer service, and
improved processes by outsourcing
to a Contact Center of Excellence.
If you’re in the call center business or have a business that runs a call center, it’s no surprise to you attrition rates are one of the most sobering statistics in the industry. Coupled with turnover rates from dissatisfied, unproductive or non-compliant employees, losing good employees through attrition hits your bottomline hard.
From the initial investment in your agents, you’re pouring money into them at light speed--customer service training, industry training, cultural awareness, audience perception awareness, and brand equity training.
surefire ways to reduce attrition and increase customer satisfaction through Contact Center Services outsourcing--in the U.S.
6
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
A Case Study on how one company
lowered call center attrition rates,
increased customer service, and
improved processes by outsourcing
to a Contact Center of Excellence.
If you’re in the call center business or have a business that runs a call center, it’s no surprise to you attrition rates are one of the most sobering statistics in the industry. Coupled with turnover rates from dissatisfied, unproductive or non-compliant employees, losing good employees through attrition hits your bottomline hard.
From the initial investment in your agents, you’re pouring money into them at light speed--customer service training, industry training, cultural awareness, audience perception awareness, and brand equity training.
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
1Contact Center World-North America. The Global Association for Contact Center Best Practices & Networking: Door to Door Storage Expands Call Center After Record Breaking Year. Wednesday, September 26, 2012.
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
Trust
Par
nership
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
3
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
Our Mission Your Brand
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Then, depending on your business model, youlose additional high-caliber agents due to low peak seasons,
which is precisely what was going on with Door to Door before they met Orion Industries.
Door to Door Storage, Inc., is a
provider in portable storage and
moving industry based in the
Pacific Northwest. They recently
announced they“will respond to
strong growth in 2011 and 2012
projected growth in 2013 by
doubling the size of its call center
and expanding support hours.”1
With this growth in mind, Door to Door is mindful of its peak season--sales and customer service calls
skyrocket in spring and summer, and dwindle significantly in the fall and winter.
Because of this, Door to Door Storage, Inc., is constantly readjusting its footing in regard to call center staffing. They realized they had to get a handle on the issue or sacrifice the brand equity and customer loyalty they’d so carefully crafted.
But, how to do that in an industry with attrition rates estimated as high
as 50 percent in some cases and customer service sorely lacking?
One way is to outsource low-peak times, such as after hours, weekend, holiday and off-season, to a qualified provider.
But, it’s not enough to simply outsource the problem away.
In fact, Door to Door realized without due diligence on what
the outsource provider can offer they ran the risk of hurting
their brand rather than helping it.
So, initially, Door to Door took a cautious approach to working with Orion.
“In a short rate of time after we started working with Orion, the close rates started to climb. Orion was hitting 25 percent in off hours--so doing well.” (Before working with Orion, Door to Door did not have after-hours coverage.)
“We had great customer feedback, and the response from other Door to Door divisions has been good. Orion is very efficient; they follow up very well,” said Robert Hall, national sales manager, Door to Door Storage, Inc.
Now, Orion’s agents handle both sales and customer service calls because of its differentiated approach to the market. Orion is able to customize training for its agents to any customer, providing seamless integra-tion of the brand.
Here’s how they do it:
1 Orion immerses itself in its customer’s business--learning all they can about a company, its culture, values, brand identity, processes, and industry, Orion trains its agents to their brand and their standards.
“Orion had an agent come to our facility to learn our processes and culture, then he took that information back to Orion to train the rest of the staff. This was a unique and interesting approach because Door to Door did not have to send people out to train,” said Hall.
2 Customized training tracks--Orion trains its agents as if they were employees of the contracting organization. Customized training tracks that enable Orion agents to act on behalf of Door to Door seamlessly bridges the gap between Orion and the company. Door to Door customers don’t know when they are speaking to an Orion agent versus a Door to Door agent, and they appreciate the customer service Orion agents are able to provide.
Once the relationship was established between Door to Door and Orion, the organizations convened weekly meetings to assure assimilation and ongoing commitment to brand values, processes and scripting.
“To have them (Orion) come in and be trained and then go back
and implement was mind boggling,” said Hall.
Instilling a relationship built on trust, two-way communication and responsiveness--Orion continuously communicates with Door to Door, becoming a trusted part of the team. And, Orion makes sure it is responsive to their requests.
4 Process Improvement--Orion and Door to Door worked cohesively to improve processes across the board--focusing internally at both organizations, and working collaboratively. Incentivizing both Door to Door and the contact center to continually improve processes has led to better overall customer service.
“Door to Door also utilizes Orion’s Contact Center as a trial
process improvement center before Door to Door rolls out new or
improved system processes or initiatives. The bugs are worked out
with the Contact Center agents during the slower months,” said
Matt Van de Voorde, director, Orion Contact Center Services.
5 On-going training between and among staff from both organizations--It was imperative Orion Contact Center Services and Door to Door continually train to achieve expected outcomes.
6 Technology--Orion’s technology was originally more advanced than Door to Door’s. The Orion and Door to Door teams worked together to develop a work-around until Door to Door could upgrade their systems. This ability to find a solution despite what, at first, seemed like an insurmountable hurdle, is only one of the ways Orion is unique in the contact center industry.
By adhering to these mandates, Orion provides its customers with a highy skilled sales force that can maximize sales conversions, increase brand equity, and provide the highest level of customer service possible.
Door to Door no longer has the volatile staffing fluxuations during peak and low demand seasons. They are able to staff at a consistent level, with Orion picking up the influx or downturn in demand.
Because of the confidence Door
to Door has in Orion, they
have increased their
original contract to
include day-to-day
service operations from
Orion’s contact center.
“Orion’s real strengths, in my opinion, are they
train themselves, they ramp up fast, and they are
professional,” said Hall.
Orion is able to continually meet this need for Door to Door and other clients due to its unique staffing source.
Orion is a non-profit social enterprise that trains individuals who have traditionally had barriers to employment, but are now in a position for long-term employment. By running a highly successful, customer-centric contact center, Orion can continue to help their program participants learn new skills while providing their customers, such as Door to Door, with the exemplary service expected of a Call Center of Excellence.
Contact Us
Steve Tyler, contact center director
Nicole Foster, contact center manager
1717 S. 341st Place
Federal Way, WA 98003
253-946-4411
orioncontactcenter.com
Facebook: OrionContactCenter
Linkedin: Orion Contact Center
Our Mission Your Brand
Authors: Kelly Maloney, Orion Industries; Lynnette Hynden