Revenue Generation, Returns and Cancelations

Taylor Reach Helps DTC Organization to Maximize Revenues While Minimizing Returns and Cancellations

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:

Taylor Reach was retained to assist the organization to complete a ‘root cause analysis’ to understand the reasoning for the mass amounts of returns and cancellations. Taylor Reach reviewed recorded calls, the existing call scripts and made on-site visits to the Contact Center.

The Solution:

Through observation Taylor Reach identified a number of opportunities to improve the description and positioning of the product, the program and the return policies. Taylor Reach 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. Taylor Reach has since been engaged to complete further projects for this client.


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