Client : Landline Telephone provider
Markets : UK
Channel : Voice
Service : Outbound Sales

Ω Client Profile
Our client is a specialist landline telecoms company and has been saving money for thousands of their customers for over 5 years.

Ω Business Challenge
The main objective for the client to outsource to us was to capture the UK market at a brisk pace, without hampering the reputation/goodwill of the company and obtaining the best quality output. As we are already equipped with UK voice/accent and culture trained resources as well as required IT infrastructure, we were the obvious choice

Ω Service Offering
The service provided is making outbound calls to customer for landlines. The product prices are highly competitive - with special offers introduced on a regular basis. We concentrated not only on fresh customers but we succeeded in convincing the customers who were using other landlines and made them to switch over to us.

Ω Operational Challenges
It is an outbound process, where the emphasis is on telemarketing and instant registration of the customer for products offered. Weekly call calibration was held with internal quality team and trainers to identify product gaps, skill requirements and the respective action plans for each agent. Reasons for call reject ions were analyzed, reason wise and agent wise and action plans were devised immediately.
Though a daily performance report was being sent to the client regularly, we interacted with the client through phone frequently regarding performance and quality.

Ω Key Results
The process saw a steep increase of agent strength within six months of launch. Internal rejections dropped considerably. There was a separate refresher training module that helped to improve the skill issues of weak performers, which encompassed buying signals and call closing. The client is highly satisfied with our performance has extended the contract period.