After more than 130 years this international insurance company wanted to deal direct with its customers whilst maintaining their original broker distribution channel. The major challenge was entering an already competitive market where 2 companies held almost 90% of the market.

The Solution

To create a fully integrated Contact Centre with the philosophy of changing the culture and going outside the norm of the existing company culture.

A total closed loop strategy was designed. From the initial strategic plan through each step of the entire process, opportunities to "delight" the customer were identified and areas where problems could occur were resolved. All advertising was co-ordinated with the Contact Centre so rostering could be managed strategically. Every call was logged and linked to an advertising campaign.

Fulfilment was generated automatically and a follow up call was queued to the outbound team. Quality assurance was conducted from these outbound calls. In addition, feedback gained from the customer was fed back to the inbound team. Every campaign was analysed to determine who would buy and who wouldn’t and why. The secret was integration.

The Results

Obtained the customers name and contact details in over 80% of all inbound motor vehicle enquiry calls. Of those 80%, more than 60% closed to actual sales.

Internationally recognised by Price Waterhouse as world’s best Sales and Service environment…. concepts to which many companies aspire.

The Challenge

This was the cry from the Managing Director of this Animal Health Pharmaceutical Company who did not want another summer like the last, where their Territory Managers, Vets and consumers were all complaining about the poor service they were receiving. This poor service was having a direct negative impact on their sales.

The Solution

By assessing the current sales and service processes obvious gaps were identified which needed to be rectified quickly.

The answer was the creation of a Consumer Advisory Line who dealt with Territory Managers, Vets and consumers. 

The company was able to "delight" all levels of the organisation and more importantly the consumers.

With further upskilling the Consumer Advisory Line now manage many smaller accounts that the Territory Managers simply cannot service effectively due to distance, and they do so – more cost effectively.

The Results

Dramatically improved the Service Level and Call Abandon Rate by more than 1000%. 

Implemented a fully closed loop Sales and Service Strategy. Delighted consumers, Vets, Territory Managers and the MD!

The Challenge

For more than 50 years this financial institution had sourced their business through a traditional branch network. With costs spiralling and the need to expand their distribution, they needed a cost effective, sales focussed alternative distribution channel, that could work with the existing branch network.

The Solution

A Contact Centre whose major focus was to pre qualify Personal and Home Loan enquires to gain an appointment within a branch.

A Customer Information Database was created that "intelligently" assessed each caller based on the companies’ complex criteria, and was compliant with all regulatory requirements.

Additional products were cross-sold at the time of the call and outbound campaigns were developed. For example, maturing term deposits and renewal of car insurance.

The Results

50% conversion of all those who qualified for a loan to an appointment.

Achieved 150% of the Sales Performance Indicators in 3 months.

Return on investment was completed within 18 months of inception of the Centre.