Launching Contact Center Best Practices

 

When iostudio came on board as the Navy’s Contact Center, we immediately worked to reduce lag time in record processing, and applied small process changes that allow the Navy to reach more prospects more quickly. We recommended future improvements to call queue management and support expansion into new channels, like text messaging. 

We also staffed the Navy Contact Center with subject matter experts—operators with past military and recruiting experience. These operators have the knowledge necessary to go off script and have meaningful conversations with prospects about military life—perfectly positioning the Navy to overcome objections and meet goals for key positions and specialists.