1. stratuscontactsolutions.com
Increase customer service
levels by 15 %
Lifeline Telephone Company’s Challenge:
Heavy inbound call volume and aggressive objectives
Lifeline telephone services company provides a discount on phone service for
qualifying consumers to ensure that they have the opportunity and security
that phone service brings, including being able to connect to jobs, family, and
emergency services.
Since the release in 2005, Lifeline telecom companies required partners who
are PCI compliant, can work within FTC and FCC regulations, manage call
frequency, and maintain specialized skills for:
• Technical support
• Customer service
• Billing & payment processing
The Stratus Solution:
A Comprehensive and cost effective solution
Stratus Contact Solutions’ skilled team of professionals worked efficiently and
quickly to manage the call frequency, ensure customer eligibility, and provide
customer service.
Stratus provides specific key metrics pertaining to service levels,
abandonment rate, and average speed of answer. Stratus has maintained and
exceeded these aggressive goals over the past 5 years while managing an
average of 5,000 calls per day. With an approximate 10.8 million calls over the
last five years. This type of success is how you turn clients into partners.
Measurable Results:
Stratus has made a lasting impact and the client benefits are:
• Abandonment rates less than 5%
• 90% service level
• 99% Of calls handled in less than 3 minutes
• Third-party quality assurance reviews greater than 85%
The results reflect the investment Stratus places in knowledgeable employees,
on-going training processes, and performance models. Stratus strives to
provide flexibility and adaptability in this highly regulated business.
Why Stratus?
Stratus meets aggressive
objectives and maintains client
relationship for over 5 years.
Inbound sales
and service
Benefits of working with
Stratus Contact Solutions
• Reduce abandon rate
• Increase average speed to answer
• Increase service levels
• White glove service experience
• Provide on-going agent training
• Reduce average handle time
• Scalability during peak season
• Multi-lingual
• On-shore / Near-shore
• PCI Compliant
For More Information
Call us at 855.875.CHAT
Visit our website
www.stratuscontactsolutions.com
Email us at
sales@emailstratus.com