New Call System Boosts Connect Calls, Acquisitions

A new employee was successful in meeting daily connect call quota during peak times, significantly so, that the employee reached 600+ in her daily quota. Average call quota for H&R Block employees is set at 200. The new employee was recognized for best customer acquisition strangest. Allowing company's ability to acquire new customers and succeed in a competitive market. The employee was performing typical duties within the scope of their responsibilities to keep up with the demands of the job whilst performing a 75% increase rate of customer acquisition.

After analyzing the situation, H&R Block realized that there was a need for a more efficient and effective approach to managing customer calls during peak hours. We needed to find a solution that would help our employees meet their quotas while still providing excellent customer service.

As suggested by the new employee, we implemented a new call management system that allowed us to handle customer calls more efficiently during peak hours. This system included automated call routing, personalized greetings, and call prioritization based on customer needs.

In addition, we provided our employees with additional training on how to use this new system effectively. We also set up regular performance reviews and coaching sessions to help them improve their skills and meet their raised daily quotas.

Impact

Increased daily connect calls by 75%

Named office number one in the state for customer acquisitions May 2023

"This new call management system has had an incredible impact on our ability to acquire new customers and succeed in a competitive market."

Team

Team Member #1 - Supervisor - Cheryl Howard

Implemented the new call management system

Provided additional training and coaching to employees

Team Member #2 - Team Leader/CSP - Desiree Bennett

Set up regular performance reviews and coaching sessions for employees

Monitored the impact of the new system on employee performance and customer satisfaction

Art by Desiree Bennett, MidJourney.