CPA Response understands firsthand the nature of managing proprietary products in the Direct Response industry. CPA Response's history started while managing its own continuity products. Since then, CPA Response has evolved into its own separate company with multiple call center locations providing outbound sales and customer service, a robust merchant processing and a compliance division. CPA Response's management team has extensive experience with the nature of customers in this industry and a vast amount of experience ranging from the organization of continuity programs for health/beauty products, continuity (bill today) club products, in addition to business opportunity products under their own brands. CPA Response's experience has resulted in advanced business processes designed to maximize the product continuity cycles in addition to protecting the marketing company's merchant accounts.
CPA Response operates within an exclusive partnership with a call center based in Sri Lanka. In the realization of the off-shore cost savings, CPA Response has consistently kept their focus on maintaining the quality, intelligence, and accent neutral customer service representatives by utilizing the highest recruiting standards and extensive representative training. CPA Response customer service representatives are required to have a college degree or 2 years of customer support experience. CPA Response maintains our own Management Team on site, working daily with the staff in Sri Lanka. The representatives receive comprehensive product knowledge training as well as customer dispute resolution and continuity membership maintenance training. This training allows our agents to handle many matters within the initial call that historically been handled by a level 2 customer service representative. All of the skills training and general management is governed by the Six Sigma management and training philosophy and we maintain a level 5, six sigma service level rating which means we make fewer than 500 errors out of every million opportunities.
Through time tested practices CPA Response-Customer Service Support achieves the following metrics for our clients:
- 3% or less abandons on all inbound calls
- Voicemail and email inquiries are turned around within 2 hours maximum
- All inbound calls that are abandoned CPA Response captures the number and phones the caller back to address any questions or concerns
By utilizing membership pricing downsells, free membership months and high value incentive certificates we are able to minimize credit card charge backs, BBB complaints and other regulatory issues. By using these methods, CPA Response can preserve the highest percentage possible of the original customers, therefore maximizing the revenue potential of existing trial and membership customers.
CPA Response offers the client 100% call recording, transparent access to live monitoring and recorded customer service calls. Call statistics such as average hold times, answer times, and abandon percentages are all part of a weekly report submitted to the client by the Call Center's Management Team.