Identifying and overcoming process challenges to better retain customers and decrease AHT.
Identifying and overcoming process challenges to better retain customers and decrease AHT.
3 PagesIdentifying and overcoming process challenges to better retain customers and decrease AHT. GOAL Canada’s largest propane supplier since 1951, Superior Propane delivers locally to residential, commercial, agricultural and industrial customers in more than 10,000 communities nationwide. A long history and scale such as this doesn’t happen by chance—it results from a sustained dedication to superior customer service. That’s why the Superior Propane contact centers responsible for processing customer calls, emails, faxes, and inquiries from their web portal mySUPERIORTM wanted to improve customer retention and reduce average handle times (AHT). And leaders knew they needed to quickly gain a comprehensive understanding of current processes in order to make improvements. That’s when
