The Challenge: High Costs and Poor Service Quality
For a national plumbing company with 180 franchise locations, managing a costly and inefficient outsourced call center was a major hurdle. The previous call center charged $0.95 per minute, costing $28,500 monthly for 30,000 minutes of call time. Despite the high expense, the service left much to be desired. Only 73% of customer calls were answered, leaving many customers frustrated. Agents relied on generic FAQs, which often failed to provide detailed answers to specific inquiries. This resulted in poor customer experiences, missed sales opportunities, and a tarnished reputation.
The Action2Call Solution
By switching to Action2Call, the company addressed its challenges and achieved remarkable results. Action2Call reduced the per-minute charge to just $0.50, cutting monthly call center costs for 30,000 minutes to $15,000. This change saved the company $13,500 per month, amounting to an annual savings of $162,000. Beyond cost savings, Action2Call’s focus on quality service set a new benchmark for customer engagement.
Improved Efficiency and Customer Satisfaction
Action2Call raised the bar with a 99% call answer rate compared to the previous 73%. Nearly every customer call was answered promptly, eliminating the frustration of long waits or missed calls. Customers received detailed, accurate responses to their inquiries, thanks to Action2Call’s professionally trained agents. These agents worked from customized scripts tailored to the company’s needs, providing a seamless and personalized experience that boosted satisfaction and loyalty.
24/7 Availability at an Affordable Rate
With Action2Call’s round-the-clock availability, the plumbing company was able to serve customers at any time, including nights, weekends, and holidays. This level of accessibility was critical in the plumbing industry, where emergencies often occur outside regular business hours. Customers appreciated the quick and reliable service, which helped the company stand out in a competitive market.
Meeting Modern Consumer Expectations
Today’s consumers expect quick responses, with 82% anticipating a reply within minutes and 98% more likely to convert if contacted within three minutes. Action2Call empowered the plumbing company to meet these expectations consistently, ensuring faster follow-ups and stronger lead conversion rates.
Transformative Results
By partnering with Action2Call, the plumbing company not only reduced costs but also enhanced service quality and efficiency. The $13,500 monthly savings provided financial flexibility, while the improved customer experience strengthened the company’s market position. Action2Call’s combination of cost-effective pricing and exceptional service delivery proved to be a game-changer for the business, enabling it to better serve its customers and achieve sustainable growth.
