November 22 2011

Are You Ready for a Rush of New Customers?


Tom Feeney, Safelite® President and CEO
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In 2009, Safelite began its first national television advertising campaign and the phone volume reached unprecedented levels. The call patterns from the campaign required all CSR stations to be filled and our parking lots between the existing two contact centers in Columbus, Ohio were completely filled. The business had to accommodate additional CSRs by coordinating a bus service to a parking lot several miles away and then shuttling staff to and from the building.

The team managed the October television campaign brilliantly; however, the model had changed. The business had to add critical infrastructure in order to maximize all the additional opportunities being added to the business because of advertising as well as new key clients.

After all, if our customers couldn’t get through on the phone lines, it would be a huge failure.

To handle the increase in calls, we opened a new contact center in suburban Phoenix, AZ. The timeline for opening the facility was a challenging 6 short weeks… from signing the real estate contract, to hiring and training CSRs and installing the necessary IT and phone infrastructure. In that timeframe, we hired 474 CSR staff, logging more than 25,000 CSR training hours.

The Arizona contact center operates on the same high standards as the two Columbus facilities. For example, the average pick-up time is 11 seconds (2 rings) and 88% are answered by the 4th ring at the latest. Less than 3% of customers hang up before getting an answer.

Having contact centers in separate locations across the country allows for improved business continuity, particularly considering weather and seasonal patterns.

I invite you to learn more about how we launched a world-class contact center in just 6 weeks by watching a video showcasing our team, who was awarded with our annual 2010 Everyday Hero Award.



Then, tell me about some challenges you’ve faced in being prepared for an influx of clients and how you succeeded and the lessons you learned.

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