Customer Relationship Management

Emergency Contact Postcard

Test Your System Postcard

Campaign Learnings Sample

CRM Call Checklist

Campaign Procedures Sample

CRM Script Sample

CRM Purpose of Script Sample

CRM Email Content Sample

Medical Pendant Letter

Monitronics Security, Customer Interaction & Lifecycle Manager

Project Intent

To offer customers a better experience overall, aiding with alarm system or service issue they may be unaware of or unable to resolve altogether.

Audience

Residential customers experiencing uncommon trouble with alarm system or service they may or may not be aware of.

Challenge

Customers experiencing issues that may be out of the norm, haven’t been addressed or can’t be easily solved in mass by the call center.

Solution | Skills Contributed

Specialized call group created to make personal contact with customers and provide assistance with concerns that may otherwise be overlooked.
Wrote detailed call and voice mail scripts for team.
Helped develop and document special handling procedures and training materials to help agent resolve issue at hand.
Designed and wrote outbound communication, either documenting call details for customer to follow or to reach customers unavailable to speak on call.
Hired both English and Spanish speaking call reps to accommodate most customer types.
Managed Customer Relationship Management team to help maintain positive customer experience.