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Case Study: Vermont Teddy Bear Increases Contact Center Revenue With Quality Assurance Makeover and New Sales Initiatives
Envision

March 25, 2013

Vermont Teddy Bear Increases Contact Center Revenue
With Quality Assurance Makeover and New Sales Initiatives

To download the full free version of the case study, including a full list of results and agent evaluation tips click here.

One of the hallmarks of the Vermont Teddy Bear Company is to continuously push itself to be an unsurpassed gift company not just by creating and delivering the best products but also by making sure its customers are receiving outstanding customer service. With PajamaGram’s record growth in the past year, and a growing team of contact center agents who were responsible for both sales and customer service calls across the three brands, and with peak seasons throughout the year, Vermont Teddy Bear wanted to ensure that it fuels its growth while maintaining its excellent customer service and sales record. A long standing customer of Envision’s flagship contact center coaching and team performance improvement solution, Click2Coach®, the company took a step back to reevaluate its training and quality assurance programs and align them better with the increased focus on customer service and sales.

Results

As a result of the consulting and performance measurement evaluation session, Vermont Teddy Bear was able to:

• Increase premium shipping sales by 27% for Vermont Teddy Bear and 28% for Pajama Gram (cumulative effect of new evaluation, sales training and performance incentives)

·
Improve customer service, meet Quality Assurance goals and delivered a consistent customer experience.

To read the entire Vermont Teddy Bear case study click here.

About Envision
Envision is a pioneer in delivering innovative team coaching and performance improvement products and services to the contact center. Envision’s landmark and industry-renowned Click2Coach® fully integrates the value of quality monitoring and management, e-learning, automated coaching and robust analytics and performance management capabilities. Visit http://www.envisioninc.com/, email info@envisioninc.com or call 206.225.0800 ext. 500 for more information.

 
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