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Bottom 1/3rd Focus

A major provider of telecommunications, wireless, cable, and Internet engaged Zero Variance to monitor one of their primary inbound sales channels for sales performance and customer satisfaction. As part of a push to increase Net Promoter Scores, Zero Variance was engaged in a special project to concentrate on performance improvement from the bottom 30% of the agent roster each month.

Zero Variance Results:

  • Decreased Defect Rates by 40-50% in the first month
  • Increased Net Promoter Scores for this group from 10 to 51
  • Raised the performance levels of over 50% in the first month alone
  • And an additional 25% in the second month
  • Helped the company achieve 1st place in the J.D. Power’s industry rankings

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