Want to Put Your Customers to Work for You?

Although Sandy rejected rolling her after-hours calls to an outside contact center (she felt the special training for her product line wasn’t conducive to outsourcing such services), she implemented these steps:
- juggled staffing shifts to increase contact center hours;
- listed those call hours on the order form;
- added “see order form for hours” near the 800 number on each page to reduce the irritation factor of after-hour calls;
- improved the ease of Web checkout; and
- heavily promoted (in the catalog) 24-hour Web ordering.