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: Best Use of Customer Insight
 Nomination Title: Customer Insights from Rapid Phone Center's Analytics Platform
- 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, 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 215 words used.
Client Case Study – Insights Lead to Dramatic Customer Growth
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Our client in the pesticides industry was making major investments to grow their customer base. Using VOC (Voice of the customer) and Post Call Survey data, we were able to identify an opportunity to increase their customer reach. By auditing 80% of unsuccessful sales in Q1 2022, we proposed the implementation of additional payment options, focusing on Paypal and installment payments as gathered from the sample. In addition, in collaboration with the client, we developed an upsell plan to increase the brand’s added value on every purchase. Historically, the client’s customer base grew by an average of 202 customers per month. After the implementation, they reached a new high of 493 new customers in August 2022.
- Every industry evolves in its own way. At Rapid Phone Center we realized that several clients were not able to measure every aspect of their customer experience by making use of the standard KPIs and metrics. We’ve partnered with clients to create unique metrics and KPIs that adapt to the different business models used. In parallel, we’ve achieved these results by bringing these new data measurements to a real-time dashboard, feeding from different data sources and this is powered by our internal Rapid Phone Center CRM.
- 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 139 words used.
The attached presentation includes an overview of the key insights we’ve provided to clients and examples of the depth of information available to help drive growth and increase efficiency and profitability.
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 241 words used.
Advanced Insights for Optimized Decision Making at a Fraction of the Typical Cost
The insights we have been able to gather for our customers are derived from a unique set of features that sets us apart from our competitors. We go above and beyond most call centers in terms of taking the necessary steps to modernize the approach to servicing clients. We empower our clients with the most advanced tools, and we think of ourselves as partners that secure scalable growth for them.
In order to provide a competitive advantage to our clients, we knew we had to increase our own competitive advantage. We knew that the key differentiator would be the addition of a sophisticated Customer Data Analytics platform for our clients. This is an incredibly important feature, but small businesses are rarely able to access this level of tailored reporting from their call center provider.
Most of the time a third-party analytics provider or developer is needed. A single developer can bill over $5,000 to build and process the data structure, while data visualization software costs at least $20 per month/per user. We offer an all-inclusive service that provides customer experience analytics and a proprietary CRM, on par with industry giants in data visualization at a fraction of the cost. We strive to eliminate the gap of information for our clients while proactively developing resources that will put them one step ahead of their business and their competitors.
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