Client : Healthcare & Pharmaceutical
Markets : UK and USA
Channel : Voice
Service : Outbound Sales

Ω Client Profile
Our client is one of the largest Healthcare & Pharmaceutical Companies in the world with presence over 12 countries and headquartered in U.K. To serve customer needs in market sectors, our client operates two divisions, the Pharmaceutical Division and the Healthcare Division

Ω Business Challenge
Being in a highly competitive marketplace, our Client felt the need for aggressive marketing, while maintaining lower operational costs. The Client had been outsourcing in UK, however were keen on offshore primarily due to costs. They made their site visit to evaluate call centers and decided to choose Maxzime due to its management infrastructure, professionalism amongst team and the excellent work environment.

Ω Service Offering
The service provided is making outbound calls to customer for healthcare and pharmaceutical products in the UK and USA. The product range is dynamic - with new products and special offers introduced on a regular basis. We concentrated not only on new customers but we also supported order refilling and customer satisfaction.

Ω Operational Challenges
High targets and tight margins demand efficient technical solutions as well as thorough agent training. The client was provided with an outbound solution on Teckinfo dialers. Teckinfo is a leading CRM vendor for outbound campaigns. A new client-generated target is loaded into the dialer every fifteen days. The dialers then contact prospects detect AMD or a live voice and pass only live calls to agents. This increases agent productivity and campaign efficiency.
One more criteria set by the client were that the team of agents should be clear about the UK and American accent. Regional accent training - both for the UK and America was provided to the agents

Ω Key Results
After a slow first few weeks during which market knowledge was gained and the agents learned how to adapt training principles into practice, results climbed steeply. Higher conversion rates resulted in a lower cost of sale and customer returns per agent declined. In this way, we overachieved on the targets defined by the client in terms of sales per agent per day. The client is highly satisfied with our performance has extended the contract period.