Our Case Studies

The client was fortunate in that their business skyrocketed to success. Unfortunately, given the rapid growth of their business, they didn’t have the infrastructure nor expertise to handle the call volume they were receiving. This put additional resource strain on their executive team and constrained their ability to scale the business.

ListenTrust’s ability to manage the call volume and address customer service concerns freed up the client’s executive team to focus on building their business, and developing and marketing new product offerings to generate new revenue growth and expansion.

One of the most important Hispanic television networks in the United States was opening special high viewership advertising slots specifically for Direct Response advertising that had previously been reserved for brand advertising only. These ads would generate an unprecedented number of Spanish language calls due to several factors, including: prime-time morning hours, long form ads (30 minutes in duration) with highly recognizable and desirable products and high visibility on the network. The challenge media companies had was finding a call center that could effectively handle the surges in call volume while converting at a high enough level to justify the cost of the ads, since they would represent a significant investment for the client on a weekly basis.

ListenTrust stepped in, tasked with the challenge of dynamically staffing for these high-profile airings, converting the high call volumes to significant sales revenue, and maintaining a low cost of operation to make it profitable for all involved.

Inmigración America is committed to providing hope, opportunity, and support to people looking for a better future by obtaining citizenship in the United States. In order to reach potential clients, Inmigración America runs radio spots encouraging people to call and schedule a consultation appointment. Due to the sensitive nature of this service, building trust on the phone with a potential client is a critical consideration. In some cases, potential clients have previously experienced fraud or negative outcomes from other immigration service providers. When potential clients call to schedule an appointment, they need to feel safe and understood.

Given the sensitive nature of the calls and inquiries we would be receiving, we knew we needed to establish trust and a feeling of security and rapport within the first minute of answering the phone. We assembled a team of 260 of our Spanish-speaking Agents, based in Mexico, who would be able to provide an immediate sense of comfort and familiarity to all inbound callers.

Internal customer service was limited to one person on staff trying to handle all phone calls inbound and outbound for customers world-wide. This left for rushed inbound calls with little to no opportunity to build a customer base with outbound calls. The client was looking for a call center that could both understand their view of relationships with their customers and could maintain that view when handling their customers and could increase their saves and sales. The client has a vision that they are very serious about which entails partnering with their customers, guiding and coaching their customers.

ListenTrust was contacted as the customer solutions center to handle the FitLife Problem. When the program launched, we started with 4 agents covering 7 a.m.–7 p.m. calls Monday–Saturday full time. Several weeks in, we reviewed call arrival patterns, save and sale statistics and found that most calls into FitLife were coming during the mid-day hours. We recommended to the client to change our hours to focus more on the main hours that calls were arriving. Based on the data from our workforce team, the client quickly approved the change and we moved to an 8 a.m.–5 p.m. Monday–Friday schedule.

Off-shore contact center agents in the Philippines were not able to develop an authentic connection during outbound calls. As a result, agents were unable to close a sufficient number of appointments that ultimately led to booked procedures for Bosley.

ListenTrust provides deeply-vetted and Bosley-approved English-speaking contact center agents based at their Hermosillo, Mexico near-shore contact center. The successful program has grown from 17 Bosley-dedicated agents in 2017, to over agents at the beginning of 2020.