Case Study: Minimizing Returns and Cancellations, through improved scripting and product positioning
More than 13 years leading large, complex projects across Retail and Telecommunications, from IT implementations and M&A to product development and process improvement.
View full bio →One of ApexCX’s predecessors, Taylor Reach Group (“TRG”), helped a direct-to-consumer (“DTC”) Organization to maximize revenues while minimizing product returns and cancellations, through improved scripting, return policy and process, and product positioning.
The Challenge:
A direct to Consumer (DTC) organization was overwhelmed with product returns and cancellations – unable to handle the volumes and unable to understand the reasons for the returns.
The Process:
We were retained to assist the organization to complete a ‘root cause analysis‘ to understand the reasoning for the mass amounts of returns and cancellations. We reviewed recorded calls, the existing call scripts and made on-site visits to the Contact Center.
The Solution:
Through observation we identified a number of opportunities to improve the description and positioning of the product, the program and the return policies. We recommended script changes to improve clarity around the product, its use and the return process.
The Results:
The client implemented the recommended script changes and realized a significant reduction in cancellations and returns, reducing costs and increasing revenues. We were then engaged to complete further projects for this client.