Company description
Groupe Sélection is a leader in the creation of multigenerational living environments. Since 2013, its number of residential units has grown by 300% to more than 13,000 retirement and multigenerational apartments. The company has over 50 complexes in development, construction and operation.
Issues
Groupe Sélection outsources its customer service to an external supplier, who achieves a conversion rate of less than 20% of customer contacts from information requests to a visit with a leasing consultant. In addition, there is a lack of resource stability at this subcontractor, typical of traditional call centers, which requires a great deal of training and difficulty in handling customers.
To ensure better handling of customer contacts with people who call customer service or fill out an online form to obtain information, Groupe Sélection turned to our firm’s services in 2017.
The Fino offer
- Stable team of 4 agents and 1 team leader who provide customer service 7 days a week by telephone or Web contact (depending on prospect preference) ;
- 1-week initial agent training;
- Documentation of all customer interactions in Groupe Sélection CRM;
- Appointment management for 60 leasing consultants for the 50 complexes;
- Development of a customized Web platform for managing appointments and centralizing information on the information.
Results
Only 1 month after taking over customer service, a positive change can be observed. The conversion rate rose to over 30% for inbound calls and web leads. What’s more, the Fino business model with its turnover rate of less than 30% (versus turnover rates in excess of 100% in typical call centers) ensures a better customer experience, as well as stability in the information communicated to potential customers.
