Case studies for Inbound, Outbound & Telemarketing call centre services

We are justifiably proud of the varied work we undertake on behalf of our clients across a wide range of vertical sectors. Priding ourselves on our reputation for listening to our clients and understanding their business needs, we ensure our staff have both the experience and knowledge of the company and product before any job is begun.

Our staff are dedicated, specially trained and adaptable. We take great care to ensure we are aware of our client's target markets, and all the systems and procedures we initiate are rigorously audited to ensure they fulfil the brief. Our personal service is based on tailoring our solutions to our clients based on our thorough research and careful attention to detail.

Here is a selection of case histories detailing the varied work we have undertaken to date.

Background:

The client wished to increase the use of its new business directory web site and to encourage people to use their portal site for Internet access. The secondary objective was to gather base information on people's usage of the Internet and their opinion of our client's presence in the market place.

The brief was to contact small to medium size businesses, locate the relevant decision maker and arrange for free registration to the site. We then needed to complete a short questionnaire about usage and preferences with regards to using the Internet for business purposes. In addition we needed to arrange a contact time in the future for follow up on the service. This required us to create a complex database capable of recording all the responses as well as arranging for time specific callbacks to gauge opinions on the service.

Our Approach:

From previous experience in this field and taking into account consumer concerns about trading over the Internet we ensured that all our staff involved with this campaign were fully Internet literate and had good experience and knowledge of the client's site and company.

We had a week long training program allowing the associates free access to the site so they could explore and learn its capabilities as well as a more formal, structured, class based program familiarising them with the script and the requirements of each call. The high amount of data capture meant it was essential that the associates knew exactly what was required from within the script and the training allowed them to develop their own styles of delivery before the campaign went live.

Results:

• In excess of 60% of those contacted registered for the site with over 80% of those becoming regular users.
• Decision maker contacts were confirmed and updated for all the companies contacted.
• Essential marketing details and company information was collected allowing the client to target future marketing activities more effectively.
• The client received invaluable research information into the customer perception of their company.

Background:

The client approached us to send out a bulk, confidential, time sensitive text message to 2500 U.K. and international mobile phones as well as provide a response service for the message. They required that all the messages be sent between 10:00hrs and 10:30hrs local time so planning the calling sequence was imperative, as was ensuring that the response mechanism was in place and that the associates were fully trained on the requirements of this project. Due to the nature of the project we would not be told the details of the message to be sent until the last moment.

Our Approach:

Initially we worked with the client, assessing exactly what their requirements were and their needs with regards to delivery. After analyzing this information we acquired the software most suited to meeting their requirements. Due to the international segment of this project, we pre-planned the calling sequence, allowing all messages to be received between 10:00hrs to 10:30hrs local time, placing seeds in the numbers that received the message so that we could accurately track the progress of the project and the accuracy of the message. The response number was covered by dedicated, specially trained associates empowered to act on behalf of the client.

Results:

• We successfully reached 99% of the intended recipients.
• All messages where sent within the specified time frame.
• Over 75% of the recipients responded to the message immediately.
• All the calls generated were fielded by the response team and the questions raised answered with no
  referral to the client

Background:

We were asked by this client to coordinate a new market research campaign. The brief required that we collate the results and distribute them to their offices worldwide as well as coordinate the campaign through their dealerships.

Our Approach:

After discussion with the client, we decided to approach this on two fronts. We scripted a paper-based questionnaire to send out to existing customers and we set up a telephony-based unit to follow up customers who had already made contact through the branch network but had not yet made a commitment. We distributed the questionnaire results monthly to their offices worldwide and sent customer details from the calling to the relevant U.K. dealerships. Due to the nature of the
questionnaire the results had to be manually collated so we set up a dedicated team of associates to deal with the responses and process any comments that needed specific feedback to the client.

Results:

• All the results from the questionnaires were presented
  in spreadsheet form with the originals being held in storage for the client.
• The telephone calling increased second time dealership contact by 30%.
• Due to the specific feedback from the questionnaires the client was able to identify specific problems and rectify these quickly and efficiently.
• The branch network was overhauled in light of customer comments and suggestions.
• Due to the success of this campaign the client now runs the campaign every year.

Background:

The brief here was to increase revenue for the client by attracting companies to become suppliers on their website via a subscription. The brief required that, after the initial contact, we mail out details of the client's operation and an invoice. The invoices were sent straight back to the client so they could monitor the campaign as it progressed. The original brief asked for 1000 prospects to be contacted, this was, however, to be adjusted to 4000 mid way through the initial calling due to the responses gained.

Our Approach:

We started by acquiring very carefully sourced data. It was imperative that the companies contacted had at least Internet access even if they had no Internet presence. We set up an automated database that allowed us to call and mail the prospect from the same record. This system enabled us to both call and mail on the same day. Moreover, we were able to ensure that the mailing came from the associate who had made the call, enabling a personal service and a "one point of contact" scenario.

Results:

• We successfully called 84% of the data we sourced. Of those contacted and mailed, 72% returned the invoice.
• The client increased the number of calls to be made because of the initial success.
• We gathered Decision Maker Contacts on all the companies we spoke to.
• The client gained contact and business information on all those contacted, enabling better marketing in the future.

Background:

The initial brief was to call prospects that had expressed an interest in private banking and to ascertain their response to some new features and to obtain feedback on the new literature that had been sent out. A secondary part of the project was to obtain some specific market research data and to encourage the prospect to invest £5000

Our Approach:

As the client was seen as "exclusive" we had to ensure that the each person called was dealt with in a unique manner and whilst we needed to ask the same questions to all, it was important to allow the agents to be natural and as unscripted as possible

We instigated a two call approach so that our initial call was to seek permission to call again and ask the required questions, although in many cases the prospect took the call there and then. For the two call approach, it allowed us to gain an initial contact, confirm details and then on the second contact the person was prepared to spend a little more time with us, "helping the bank meet their needs" and allowing us to sell the services. After the call we sent out a letter from the bank to say thank you for their help. This final step was seen as essential due to the exclusive nature of the client.

Results:

• We managed to contact 82% of the names provided gaining a response in 95% of those we spoke to.
• 23% of those contacted agreed to invest £5000 or more.
• The campaign gained valued market research and prompted the client to change part of its marketing strategy

Background:

The client's brief was to run a campaign that targeted previous customers and encourage them to switch their gas and electricity supplies back. The secondary part of the campaign was to raise customer awareness of the brand through a secondary mailing… that we would follow up later with a view to switching suppliers.

Our Approach:

Initially we sort approval for the mailing and, once gained…we initiated a three day training event to ensure that our staff were not only competent with the product but fully understood the complexities of the regulations covering this sector. Once calling began we structured the calling so that some calls were made during the day but the majority of the calling happened in the late afternoon early evening. With this strategy, we were able to maximize the results by rotating the data so that where we couldn't initially achieve a contact, we called a little later each day to ensure maximum coverage. As we needed an exceptionally low complaint rate we instigated a verification process to ensure quality and consistency.

Results:

• We made a DMC contact in over 70% of calls.
• Our success rate was 5.14%.
• We had to achieve a complaint rate of below 2.75% as this was set by the regulator…we achieved 1.95%.
• The mailing was sent directly from us and allowed us to specifically target individuals and so increase our success rate.
• The success of this campaign led to an ongoing campaign that covers a wider target market and various styles of campaign.

Background:

The client increased their service capacity but found it difficult to generate additional bookings to optimise their efficiency levels. Different methods of generating bookings have been utilised, but the client was looking for a new and innovative approach.

Our Approach:

From previous experience in this field and taking into account the size of the client, a dedicated team of Converso staff were given training on the detail of the services that the client provides, and all relevant information necessary to interact with the customers about the service.

A complex booking system was then built to the client’s requirements. This allowed the team to book services for 9 of the client’s branches. We were also able to book collections and delivery drivers, drop offs and courtesy cars where the client provided them.

Results:

The client identified a selection of their customers who’s service would be due in the next 2 months. They provided us with this data for calling.

The results of each call to the client’s customers were recorded. This enabled the client to understand the requirements of their customers and also what their competition were offering.

Over 15% of the customers that Converso spoke to booked a service appointment with the client, thus increasing the efficiency in their service department.

Once these service dates had passed, the client asked us to contact the customers again to carry out a satisfaction questionnaire. These results were then fed back to the client for analysis in order that they could improve their weaknesses and enhance their strengths.

Background:

The client has a very busy Dealership, which generates a large volume of calls at peak periods during the day. During these peak periods, it is not always possible for the client to answer all of the calls generated. This causes their customers an inconvenience and the client wished to eliminate this problem.

The client had no way of recording how many calls were being lost and indeed how long their callers had to wait before their call was answered. Their telephone lines were only manned during normal working hours.

We implemented a solution allowing calls that could not be handled by the client to divert directly into Converso. Converso answer the call and route it back into the business where necessary. Overspill calls are dealt with by Converso and routed back into the client to various departments or individuals allowing the client more time to deal with their customers personally, thus ensuring their callers were speaking to a receptionist immediately.

Our Approach:

From previous experience in this field and taking into account the status of the client’s customers, we recognised the need for a dedicated team to answer any calls that could not be answered by the client within their time frame. This dedicated team are supported by our bureau service, thus ensuring that the client will never miss a call again. All of our staff undertook comprehensive training in order to understand the client’s business thus ensuring a seamless service to our customer. The client’s staff also spent time at Converso getting to know our team and explaining the intricacies of their business.

A complex script was created to cater for every type of call and each eventuality. This allows comprehensive reports to be written and sent to the client on a daily basis.

Results:

Each call to the client that is not answered within 8 seconds is diverted to our dedicated virtual receptionists. Whilst the call is being transferred, the customer hears the client’s hold music, thus creating a seamless service for the caller.

If the caller cannot be put through to someone who can help them straight away, a structured message is sent to the client in order for them to carry out any investigation necessary before returning the call.

All incoming and outgoing calls are measured and monitored to ensure the most effective route is used. This also allows us to keep the client informed of their estimated bill each day of the month.

The Client

One of the top surveyors in London, specialising in reducing business rates.

The Brief

To contact a range of companies, from small concerns to multinationals, and set appointments for a surveyor to appraise their business rates. The quality of the appointments was the most important factor, with emphasis on the size of the premises and the need to deal directly with the decision makers.

Quality Control

All appointments were listened to the following day by our QC team to check that our client’s rigorous parameters were met in full.

Data

As the client’s data was of a poor quality, we utilised one of our data ‘partners’ who supplied data to the exact target audience.

The Result

Initially a pilot scheme, the success far exceeded the client’s expectations with Converso Associates exceeding targets regularly. Once feedback from the surveyors had highlighted the quality of the appointments, the client was very keen to enter into an ongoing contract with Converso. Subsequently this has lead to a number of substantial sales being made.

The Client

One of the largest food wholesalers in the UK whose aim is to provide their customers with a first rate shopping experience. The client uses a variety of marketing techniques to attract new customers including direct marketing, telemarketing and advertising.

The Brief

To contact companies within a five mile radius of two of their city centre warehouses, and sign them up to membership, whilst providing relevant details of special offers available.

Data

Converso utilised one of its data ‘partners’ to provide geographically targeted data.

The Result

Footfall in the weeks following the campaign increased by over 30%, with sales rising by 22%. Naturally, the client is now rolling out the campaign across all its 27 UK stores.

The Client

One of the most prestigious and world-renowned performance car manufactures.

The Brief

To conduct customer satisfaction questionnaires on the clients behalf on all aspects of the customer facing qualities of their staff, concentrating on services, new sales and customer enquiries. Our Associates also make service bookings where appropriate and provide after sales query follow-ups. The client required very experienced and high quality Associates who have the gravitas necessary when approaching this specific customer sector.

The Result

Utilising evening as well as daytime calling, we have regularly hit our client’s targets. A vast amount of data has been produced helping our client refine their face to face customer contact and make changes where they deem fit. This has also given the client a chance to address any issues that may have arisen from poor customer service. Ultimately the client has been convinced that by outsourcing this activity, they can obtain an objective over view of their customer’s experience. This campaign is now ongoing.

The Client

A large multinational financial services broker that excels in the employee benefits arena, particular Human Resources, Pensions Outsourcing, Flex Benefits and Financial Counselling.

The Brief

To book appointments on behalf of the client’s consultants with decision makers, budget holders and financial managers, within the small to medium sized company sector. The consultant would then have the opportunity to review the customers existing financial packages and make relevant recommendations or highlight products that would be more financially attractive.

Quality Control

All appointments were listened to the following day by our QC team to check that our client’s rigorous parameters were met in full.

The Result

The client has returned to give us their business year on year because of our success. They are delighted with our ability to hit given daily and weekly targets and more than happy with the quality of appointments that are made, noting how well they are qualified. We have secured a great number of successful leads that have turned into business for our client.

The Client

A large multinational commercial Insurance broker interested in developing close business relationships with small to medium sized companies. This association would mean a more hands-on approach to brokerage and give the potential customer access to greater business leverage previously reserved for multinationals.

The Brief

The target audience is financial directors, managing directors or those dealing with company insurance. The offer is a free in-depth and independent review of policies held by the company. Furthermore, our client also wished to generate important market research to help with future sales and marketing campaigns.

Quality Control

All appointments were listened to the following day by our QC team to check that our client’s rigorous parameters were met in full.

The Result

In the intense and highly competitive area of corporate insurance, lead generation and appointment setting has always been challenging. However, our client was very happy with the success of the campaign, which has enabled their managers to gain specific knowledge of potential customers, and with the amount of appointments exceeding target, our client has had no reservations in extending the contract indefinitely.

Furthermore, the information that we gathered enabled the client to revaluate some aspects of there marketing.

The Client

A large multinational utility company.

The Brief

Operating in a fast moving and very competitive market place, our client required 500+ sales per week within their target audience of small enterprises that spend over a certain amount on their telephone calls. The sale had to include the direct debit details for billing purposes.

Quality Control

All sales were listened to the following day by our QC team, therefore each sale was of a high quality and cancellations were kept to an absolute minimum.

The Result

In the intense and highly competitive area of telecoms, sales are the lifeblood of Companies that have high churn rates. Our client continues to use Converso as we deliver quality sales within their cost parameters.

The Client

A multinational software provider.

The Brief

Our client supplies supply chain software for large organisations. Typically, the cost of the product is many millions of pounds. Our client required quality appointments with CEOs or FDs of UK top 1000 Companies and organisations.

Naturally, the person contacting these senior business people needs to be very well spoken and highly intelligent with a thorough understating of business in general.

Quality Control

All appointments were listened to the following day by our QC team to make sure that the appointment was of a very high quality.

The Result

We have worked consistently for this client for over three years constantly exceeding their expectations.