National electricity providerSEE MORE CASE STUDIES >
Over 80% sales conversion target achieved and surpassed month on month since campaign start.
Client needs
  • Client needed to build awareness and increase sales in a highly competitive environment
  • Reduce churn – Client wanted to stop clients from leaving the service
  • New contact centre needed to comply with existing contact centre standard
  • Manage inbound sales lines with a 98% answer rate and net sales conversion of 80%
Solution
  • Used psychometric testing at recruitment stage to hire a team of highly effective outbound sales people.
  • Provided a team of experienced cross skilled agents to manage inbound/outbound/web sales/customer retention and loyalty.
  • Developed in-house database client application for optimal customer engagement, data security and reporting.
  • Introduced an increased level of monitoring of on-screen activity, audio recording, coaching and reporting on adherence and performance.
  • Streamlined and enhanced the call and e-mail response and reporting processes.
  • Designed and delivered regular workshops to maintain standards and reach targets.
Results
  • Over 80% sales conversion target achieved and surpassed month on month since campaign start
  • Original requirement for four staff grown to a team of twenty-five due to continued success
  • Churn rate decreased from 10% to 2% 


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