Case study

Sales of publishing products for one of the leaders on the market of specialist business periodicals

The scope of actions covers sales of products through the telephone conversation with a business client, arranging trainings on accounting, labor law, occupational health and safety and others and from the fourth quarter of 2008, up-sell offer for loyal clients and reactivation of the former clients.

 

Scale of the project:

 

  • data base of about 2.000.000 potential clients annually
  • 140 positions
  • 20-people team engaged into supervision of the project and support of processes related thereto
  • From third quarter of 2009 expanding scale of activity related to widening the offer for loyal customers up to 20 positions
  • 250.000 orders obtained annually
  • Simultaneous campaigns for separate titles/products

 

 

 

Business benefits:

 

  • regular (annual) increase of the sales volume and increase of service quality
  • gradual increase of the scale of campaigns related to extension of the offer for the loyal clients (with regards to huge success of the pilot actions)

 

 

 

Roll down

 

 

Generation of leads for field structures of one of the leaders from the financial services market

The scope of actions covers: arranging trade meetings through phone conversations with individual clients, automatic transfer of leads to field structures through the in-house system integrated with call center telemarketing application for the group of about 350 active agents, conduct of SMS campaigns, periodical research and surveys among clients conducted by phone, periodical start-up of information and sales related hotlines.

 

Scale of the project:

 

  • 50 positions
  • 6-people team engages in project supervision and assistance of processes related thereto
  • about 50.000 leads generated annually

 

 

 

Business benefits:

 

  • during economic slow-down well applied method for lead generation is very beneficial. More and more companies apply it for obtaining new clients
  • process of transferring leads is integrated with call center application and considers mechanism proportional to allocation of field representatives in all active branches (location) and number of possible meetings on a given day
  • complex service of the whole process has impact on significant decrease of the campaign maintenance costs and shortens implementation period (representatives of the field offices are only being trained in service of existing and tested system of electronic distribution of leads)
  • the platform enables preparation of reports at every stage of the process, also in on-line mode

 

 

 

 

Roll down

 

 

Sales of insurance products of one of the insurance market leaders

The scope of action covers: sales of insurance products to partner bases (currently we execute telemarketing actions focused on of two partners’ bases of the contracting authority), sales campaigns to the bases of the contracting authority (cross-selling), maintenance of the current clients and recovering former clients, generation and sending documents to clients, monitoring document circulation and their filing, periodical satisfaction surveys and polls among the clients conducted by phone and post-sales servicing (back office + hotline)..

 

Scale of the project:

 

  • 40 positions
  • 7-people team engaged in supervision of the project and support of the processes related thereto
  • 4 positions for servicing hotline and operations in the back office
  • about 20.000 products sold annually

 

 


 

Business benefits:

 

  • great success of the project and positive effects of application of the above described sales model is evident in active actions of the contracting authority aimed at obtaining next and properly selected partner bases. At the end of the second quarter of 2010, project development is being planned by expansion by 80 positions

 

Roll down

 

 

Multi-channel customer service office of one of the leading vendors and distributors of energy

Our client is one of the leaders in power sector. The key aim of the counterparty was limiting customer service in field offices and transferring it to call center. For that purpose, multimedia contact channels were started (telephone, electronic mail, fax and contacts from the website). Call center offers services to the mass clients of the population not exceeding one million people.

 

Objectives of the project:

 

  • increasing quality of customer service, change of service organization and cost optimization

 

 

Scale of the project:

 

We are currently servicing more than 70% of all contacts of our counterparty, i.e. about 200.000 clients monthly. We have up to 14.000 clients daily and average time of the contact does not exceed 3 minutes. The average waiting time for the connection is few seconds and more than 96% of incoming calls are being answered. Apart from servicing the front office, we are also servicing back office.

 

Business benefits:

 

  • high efficiency of the project
  • client’s trust, continuous cooperation for 6 years and development of the scale of services
  • cost optimization, popularity of CSO caused limitation of field networks from 17 to 3 offices followed by significant decrease of customer service costs
  • raising quality of service equals loyalty of final clients (service quality verified by independent surveys conducted upon request of the contracting authority)

 

 

 

Roll down

   


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