Vermont Teddy Bear Increases Contact Center Revenue With Quality Assurance Makeover and New Sales Initiatives
21 Apr, 2011
By: Contact Professional TeamFor 30 years the Vermont Teddy Bear Company has been making the “the best Bears in the Universe” and delighting children of all ages across the globe. The Vermont Teddy Bear Company is one of America’s leading gift companies and also includes sister companies, the PajamaGram Company and Calyx Flowers. All three companies pride themselves on their world renowned customer service. The company is proud to be a BizRate.com Circle of Excellence Platinum Award-Winner and to have been recognized by online shoppers annually as one of the best eCommerce stores.
One of the hallmarks of the Vermont Teddy Bear Company is to continuously push itself to be an unsurpassed gift company not just by creating and delivering the best products but also by making sure its customers are receiving outstanding customer service. With PajamaGram’s record growth in the past year, and a growing team of contact center agents who were responsible for both sales and customer service calls across the three brands, and with peak seasons throughout the year, Vermont Teddy Bear wanted to ensure that it fuels its growth while maintaining its excellent customer service and sales record. A long standing customer of Envision’s flagship, contact center coaching and team performance improvement solution, Click2Coach, the company took a step back to reevaluate its training and quality assurance programs and align them better with the increased focus on customer service and sales.
