Company: Rapid Phone Center, Cheyenne, WY
Company Description: Rapid Phone Center is a US based call center business, focused on delivering high-quality, 24/7, multilingual inbound customer support as a service. We specialize in offering dedicated customer service, email response, live chat, social media and other optimal budget-friendly solutions while exponentially increasing our clients returns.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award - Other Service Industries
 Nomination Title: Customizable, Advanced Customer Service Portal Yields Tremendous Insight to Drive E-Commerce Success
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 149 words used.
Rapid Phone Center is a US-based call center business that provides affordable, dependable, and accountable concierge-level services to customers worldwide, ranging from small businesses to major brands.
Our company was founded 8 years ago with the mission of providing the best call center outsourcing solution in the market. In our 8 years, we have serviced hundreds of clients in a variety of industries, such as e-commerce, retail, insurance, banking & financial services, and more.
Rapid Phone Center delivers high-quality 24/7, multilingual inbound and outbound customer support as a service, and has helped many businesses transform into a complete e-commerce model. The company specializes in offering dedicated customer service, email response, live chat, social media, and other optimal budget-friendly solutions. Services available include omnichannel customer service, order confirmation, and appointment scheduling, back-office support, IVR solutions, VOIP termination, customer reporting and analytics, AI technologies, and more. Visit: https://www.rapidphonecenter.com/
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Customizable, Advanced Customer Service Portal Yields Tremendous Insight to Drive E-Commerce Success
Our capacity to analyze data and business information is crucial for successfully executing strategies and extremely relevant for providing accurate internal decision-making processes that drive growth, profitability, and increase efficiency for our clients.
We realized that several clients couldn´t get a full picture of their customer experience by making use of the standard KPIs and metrics of their industry. Each client had different requirements and needs. Our ability to segregate the needs of one customer from the other enabled us to:
Develop and launch a client-facing portal in Q1 2021 that is 100% customizable to the client’s business needs and measurements with the capacity to integrate with any open API source.
By applying LSS (Lean Six Sigma) methodology (SMART and DMAIC) we measured customer service KPIs unique to each client’s line of business and company-specific objectives. We bring these new data measurements to a real-time dashboard, feeding from different data sources and powered by our internal CRM:
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We've reduced refund rates by 15% across all clients over a year (2021-2022).
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30% of clients have experienced a repeated business growth year-over-year (2021-2022)
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Employee turnover rate fell by 50% year over year, surpassing industry standards (2021-2022)
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Net Promoter Score average of 4.5 out of 5 on a constant basis for all clients measuring this metric (2022).
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Met service level agreements above 90% on average across 45 operations and multiple industries during 2022.
- Hold times 9x faster than industry standards.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 140 words used.
The attached presentation includes an overview of the customizable dashboard we offer our customers and how the insights it provides helps to accelerate the growth, profitability, and efficiency of their E-Commerce transactions.
Some of the items we are able to see on our presentation are:
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Powerful Real-Time Analytics Dashboard
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Main Key Performance Indicators in Real-Time
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Inbound Calls metrics
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Call Disposition Report showing critical customer insights.
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Rapid CRM Historical Performance view
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An example of a Customized dashboard for Refunds.
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Individual vs Group Performance tracker
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We provide the ability to oversee supply chain performance and product performance in a centralized dashboard.
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Snapshot of chargeback dashboard for fraud prevention.
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Fraud prevention tool demonstrating customer´s behavior and past purchases or future chargeback projections.
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Integration of various metrics to create new measurements for the organization. In this case we show a custom refund rate tracker.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 249 words used.
Ecommerce is in its nature a data-driven industry. However, acquiring knowledge of e-commerce is not straightforward. Store owners need to analyze their customer´s behavior to forecast inventory, optimize their supply chain, and oversee fraudulent transactions, refunds, and chargebacks.
E-commerce businesses are rarely able to directly access tailored reporting from their call center provider. A third-party analytics provider or developer is usually needed. A single developer can bill over $5,000 to build and process the data, while data visualization software costs at least $20 per month/per user. In 2020 we decided to fill this need by creating a proprietary CRM and analytics dashboard; a product of years servicing e-commerce clients.
We have enhanced those capabilities and now include in our service a more sophisticated CRM and data analytics platform that provides these features and much more:
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Real-time Analytics. Data visualizations offer businesses an overview of the current relationship between parts of the business. This aids the decision-making process and manages critical business metrics.
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Customizable KPIs and Metrics. We know that E-commerce businesses need actionable insights. They need to move toward a model of measurement that is shaped by the business priorities.
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Capacity Planning and volume pattern analysis. This allows us to exercise a strategic management of resources.
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Group and individual agent performance. We measure performance at all levels of the hierarchy on the floor.
- Customer insights and reason for calling. Collecting data helps businesses obtain a more comprehensive picture of customers and allows them to better understand customer behavior.
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