Over 80% sales conversion target achieved and surpassed month on month since campaign start.
- 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%
- 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.
- 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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