Revenue Generation

Maximizing Revenues While Minimizing Returns and Cancellations

The Challenge:

A direct response organization was overwhelmed with product returns and cancellations – unable to handle the volumes and unable to understand the reasoning.

The Process:

Taylor Reach was retained to assist the organization to navigate to the bottom of the issue and truly 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 TRG identified a number of opportunities towards improving the positioning of the product, the program and the return policies.

The Results:

The client implemented the recommended script changes and realized a significant reduction in cancellations and returns. Taylor Reach has since been engaged to complete further projects for this client.


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