CUSTOMER SERVICE
The Client
The client was a new entrant to the mobile telecommunication market. They wanted to introduce a new International Direct Dial (IDD) service and capture the market share enjoyed by the existing IDD service providers.
The Case
Although the client has a large in-house customer contact centre of over 200 seats, setting up a team for the IDD service would disrupt its current operations and may jeopardize its service levels for existing services. It then looks to an outsourced vendor for this new service.
Teledirect was selected for its proven track record in complete infrastructure, strong project management skills and a COPC-based quality system.
The Strategy
Teledirect setup a team of 8 Customer Service Representative (CSRs) within a 2-week period, including training and skills verification. Teledirect’s Telesmart Customer Relationship Management (CRM) system was customized with online scripts to enable all new agents to be trained within a relatively short time. The CRM system also allowed all customer contact information and pre-qualification questions to be captured, for use by client’s marketing team.
The Result
Teledirect registered over 1,000 new IDD users within the first 2 weeks of operation. This was half the time originally planned by the client for hitting the 1,000 user target.
The Conclusion
The pre-sales team of CSRs has the ability to influence product and services sign-up. Training and communication skills are key to a successful cross-sell/up-sell program.
Our Key Measurement of Success:
- Cost per transaction
- Abandon rate
- Service level
- Agent utilization rate
- Conversion rate
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