This flooring selection and installation company serves Texas and the Southeast, Mid-Atlantic, and Midwest United States. In 2023, is shop-at-home renovation experience raised demand and highlighted inefficient call management, poor communication between sales and installation teams, and poor appointments set and follow-through conversion rates.

The company partnered with ROI CX Solutions, a trusted leader in contact center operations, to raise the bar for success:

  • Tailored Hiring: ROI hired to match demand and provide excellent results. When staffed to initial expectations, the team achieved 59% service level with a 20% abandonment rate (ABA) and average speed of answer (ASA) of 1 minute and 56 seconds. ROI grew the team by 112.5% from 8 to 17 full-time equivalents (FTEs) to lower response time and raise service levels.
  • Inbound Service Levels: ROI’s appropriately staffed team handled 82% of all inbound calls in 29 seconds, surpassing the initial ASA by 75% and ROI’s goal of 80% of calls handled in 30 seconds. The team raised inbound call conversion rate goals from 25% to 35%.
  • Outbound Support: The team also consistently raised outbound call conversion goals. Agents passed the initial 15% outbound conversion goal with 17% conversion, prompting the business to raise the goal to 20%. The team achieved a 6-second average speed to dial.

ROI’s excellent results improved processes and customer experience. The team’s strategies, combined with Five9 features, leveraged sales and customer experience opportunities. ROI’s outbound support helped the company acquire additional business, establishing ROI as a true partner dedicated to customer satisfaction and business success.