Call Center's Data Structures & Flow

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Challenge: Improving processes and data flow for one of the largest legal call centers in the country. 

During an audit of an underperforming media campaign for a large law firm, Nordstrom and Company discovered tremendous inefficiencies with media placement, messaging, and ultimately intake and conversion. Since the intake and conversion were outsourced to a large legal call center, we worked with the call center to improve their processes and data flow. 

Our insights changed the way the call center handled live campaigns. We developed strategies and processes to improve data capture and reporting and instituted protocols to keep messaging consistent throughout the entire client journey. Long after the campaign concluded, the call center maintained the new processes we put in place and credited them with increasing conversion percentages across all their efforts.