Challenge
Qualfon's client, a mineral-makeup pioneer and one of the best-known mineral-makeup and skin-care brands, wanted to increase revenue and brand loyalty by making customers feel more valued.
Qualfon and the client partnered to create a customer-centric culture to deliver an outstanding customer service experience. One objective was to turn service calls into needs discovery calls, where agents would generate more meaningful interactions through inquisitive conversations designed to discover each customer's skincare concerns and beauty-related goals.
Featured Case Study
What 30 Days Uncovered That 18 Months Missed
A major telecommunications provider brought on Qualfon to run a new outbound B2B calling program alongside two vendors that had already been on the account for more than a year and a half. Every vendor on the program received the same records from the client each month, with no pre-work done against them before dialing started. Qualfon took a different approach. Before a single new call went out, an in-house data analytics team, a resource the other vendors didn't have, scrubbed the list and found that only about 46% of it was worth calling in the first place.
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