Powering the Membership Economy with Sales and Customer Service Excellence

Our Silicon Valley client creates enduring member connections through subscriptions and top-notch customer care. In turn, VXI improves sales conversion and returns on marketing dollars while promoting consistency in customer care/fulfillment processes across locations.  

Our training and performance improvement techniques underpin this client’s success; our proprietary “Customer Profiling” training lifts CSAT for service queues and, using our Training Simulator, new agents in the sales queues can role-play and overcome objections in a safe environment. Revenues, average order values, first-call resolution, and more have improved on our watch.  

What You’ll Learn

• Process consistency is key: Divergent processes across vendors result in inconsistent revenue and CX.
• Leaders need training, too: Even experienced team leaders can benefit from refreshers and coaching.
• Formal remediation works: Underperformers can excel when remediation isn’t viewed as personal failure.
• Behavior-based service wins: Agents often need tactics to respond to caller sentiment and behavior.