Pronto's Processes Skyrocket NonProfit's First Call Resolution Rates

CLIENT:

A leading Not For Profit agency representing more than 700,000 members.

ISSUE:

Members were being referred to the organization website by the current call center, which had limited information.  The provider had not developed a script for agents, resulting in missed donations and low percentage of first call resolution.  Email responses were taking an average of seven days for response. 

Along with a high price point, these factors contributed to a high level of dissatisfaction among members, benefactors, environmentally sensitive institutions, and individuals who had been long and loyal supporters of this organization.   The management team decided it was time to review their customer care options.

SOLUTION:

Pronto Connections built a comprehensive knowledge database and scripts addressing possible call situations, as well as detailed Help Screens to aid in agent response to miscellaneous questions and inquiries by phone and email. 

Pronto’s technical department, working in conjunction with the Not For Profit’s technical team, developed interfaces to two external systems.  This allowed Pronto Customer Care Specialists to immediately take credit card donations, as well as access membership databases so that basic member file updates (name/address/phone number changes, etc.) were handled timely and effectively. 

These actions resulted in a much more finite escalation of complex issues (Non-Monetary Donations, Refunds, Media Calls, etc) to the client.  Shortly after launch, Pronto was able to add the handling of calls from major donors to the scope of its day-to-day capabilities. 

OUTCOME:

Today less than 15% percent of the calls require follow-up by this Not For Profit and, most importantly, every single caller’s inquiry/request is reported to the client. 

A similar process was applied to e-mail management. Pronto was able to create email template responses to the most common inquiries, which resulted in uniformity and speed of response.  In addition, due to the 24/7/365 nature of our business, we were able to ensure that email inquiries were responded to within 24 hours.

A variety of scheduled reports showing critical metrics (Weekly Service Level Reports, Daily Donation Recaps, Daily Escalated Issues Report, etc) as well as customized reports targeting specific areas of concern are sent automatically.  Pronto’s capability to report on the extensive data collected verbally and through e-mail has proven instrumental for this Not For Profit to conceive and implement policies which better serve their donors.