The Army National Guard’s recruiting contact center receives more than 500 inbound inquiries each day. Calls, emails, mobile chats and forum questions come in from interested individuals, parents, spouses, current service members, community members and community leaders. The Guard required a contact center that could maintain the Guard’s brand position as a community-focused service while driving the recruiting pipeline.
iostudio introduced and developed the subject matter expert model to the Guard in 2007. For more than a decade, we have staffed current and former Guard soldiers as contact center operators. The experience of this team—augmented by HIPAA, Information Awareness and enlistment-specific training—enables each operator to provide one-call resolution to each inquiry. Going a step further, we developed tiers of prequalification and motivation to better notate the readiness of each recruiting lead, and secure processes to deliver insightful and actionable information to the Guard recruiters in real time. The result is an industry-leading conversion rate of inquiries to recruiting leads, exceeding 30 percent on average.