Learn how LeafGuard used assessment tools and support from CMI Assessments to improve its bottom line. Read the case study results.
The Challenge
When you offer a premium product, customer service is king.
Sales leads are raining into LeafGuard Gutters from markets across the nation. No one wants to see that flood of opportunities rush towards the downspout. Growth is on the horizon, and profitability is threatened by emerging storm clouds on the radar.
Screening for the very best call center employees is no easy task. The first voice on the phone must be pleasant, knowledgeable and able to close for appointments with all decision makers in the home. Otherwise it’s the beginning of the perfect storm.
In addition, new Call Center Reps are to be prompt in attendance and sincerely interested in serving an increasingly sophisticated customer.
So where does a contact center turn for a calm, effective and measured solution?
The Solution
LeafGuard selected CMI, a high-quality provider to screen for high-performance candidates.
CMI Assessments implements screening and interviewing processes for LeafGuard known as the Call Center EXPRESS. In addition, CMI integrates post-hire testing into the onboarding process. New hire employees are business-savvy, hungry for product knowledge, and capitalizing on sales tips.
CMI Consultants deliver on-site, round-the-clock support and are developing strong working relationships with LeafGuard executives.
The Result
LeafGuard changed the weather in their call centers.
Appointment settings have taken off. Sales reps in fourteen key regions are now able to capitalize on the outstanding support by their four call centers. They set appointments within minutes of an internet lead splashing across their screen. They field inquiries and have begun booking hundreds of on-site consultations a day. They rapidly follow up on homeshow inquiries and set new water levels for their customers’ expectations.
Revenue growth and new-found profitability have enabled LeafGuard to expand into outlying areas and new product offerings.
If you’re looking for a system that’s guaranteed not to clog, think LeafGuard.
And when you’re looking for a hiring system that’s proven successful for the very best, think CMI Assessments!
