HELPING CONTACT CENTRES SUCCEED
BY PUTTING STRATEGY INTO ACTION

Our Clients

We Get Results!

We are committed to the success of every client project; achieving objectives, providing quality deliverables and completing projects on time and within budget.

Demonstrated Experience

Contact Strategies has worked with the leadership teams of companies within both the private and public sectors to help their contact centres achieve their full potential.

The following provides insight into the breadth of services we provide in order to customize and resolve the unique challenges of our clients.

  • Developed a sales training and incentive program that led to a sustained monthly revenue increase of approximately 45%.
  • Developed a new hire orientation and training plan, including content development and subject matter support that reduced the initial learning curve from four months to less than two months.
  • Redesigned an IVR menu that resulted in a significant increase in acceptance and use of self-service applications, improved customer experience and reduction of call volume.
  • Positively influenced schedule adherence and the productivity of more than 200+ front line contact centre staff by providing training and coaching to illustrate and reinforce the impact they have as individuals in terms of achieving Service Levels.
  • Introduced a Quality Assurance program that increased quality performance by 23% and positively influenced overall Customer Satisfaction results by 18%.
  • Worked with a large automotive manufacturer to create a centralized, national, bilingual Customer Relations Department supporting both the customer and the dealer network. All aspects of people, process, and technology and site selection were addressed. The contact centre strategy and implementation plan was completed and centre operational in less than 12 months.
  • Partnered with a public sector agency to consolidate 23 regional offices into a centralized Customer Service Centre staffed by 150+ representatives. In collaboration with a Project Team developed a hiring, recruitment and training strategy, delivered new hire training for front line and leadership teams; introduced performance measures and implemented a Quality Assurance process.
Some of our clients include:

We have been privileged to work with contact centres in virtually every industry across North America and around the world.

Communications/Media

  • Bell Mobility
  • Cogeco Cable
  • Rogers Communications
  • The Toronto Star
  • Sprint
  • Unitel
 

Financial Services

  • CIBC
  • Honda Finance
  • TD Canada Trust
  • Mackenzie Financial

Healthcare/Insurance

  • BC Nurseline
  • CIBA Vision
  • Comcare
  • Centers for Medicare and Medicaid
  • Group Health Centre
  • Sun Life Financial
  • Manulife
 

Retail/Consumer

  • AIMIA
  • Grand & Toy
  • HCI Direct
  • Lavalife
  • Loyalty One
  • The Shopping Channel
  • Spin Master
 

Energy/Utilities

  • BC Hydro
  • Horizon Utilities
  • Powerstream
  • Union Energy
  • Union Gas

Government

  • Access Vaughan
  • Agricorp
  • City of Brampton
  • City of Oshawa
  • MPAC - Municipal Property
    Assessment Corporation
  • OMAFRA
  • The Ontario Energy Board

Manufacturing

  • 3M Canada
  • DaimlerChrysler
  • Honda Canada
  • NEBS
  • RIM

 

Other

  • Equinox
  • Toronto Community Housing Corporation
  • Veterinary Purchasing
  • Woodbine Entertainment