- Apr 27, 2011
- 3
- 0
- First Name
- Joe
Took away voice mails as an option the first go a round to assist in getting the customer helped. When the call bounces to the receptionist she is instructed to get a live body to help. Since the calls are recorded, the team sets for the busy or off sales associates, and there is no cutting up the original sales associate (unless you set it that day, the recorded call is protection for both parties). We were at 40% connect rate prior to this change on Nov 7th. The customers are getting helped faster, and we aren't losing people to our competitors that are not as busy, and can pick up the call.
