Outbound call center services – case study

Client

The customer hailed from US and they were a known entity in the IT domain. The provisions from them encompassed computer software and hardware solutions and services.

Requirement

The customer needed us to assist them in regard of outbound call center services. They had launched a brand new software package and it was hugely technical in nature.  The purpose of the product was to ensure smoother communication flow in an organization. We were demanded to fix up a cold calling process and the purpose was to generate leads. So, basically the requirement was of technically adept agents who could effectively communicate the benefits and features of the software to potential customers. The client targeted mid-sized and small businesses.

Challenges

Each project that reaches us definitely has some challenges associated with it and this is what helps us to grow better. The main challenges we faced in this project was to quickly assign the right professional outbound call center agent group that is not just technically adept but also capable of understanding concepts quicker. We were asked to start quickly and the expectations of client were sky-high; they wanted to grab maximum customers within first few months itself. The process of calling was always unique as every customer had different queries and they were to be answered in a detailed and accurate manner by our agents. Above all, even the minutest of conversation details had to be captured.

Solutions

Soon after the work was confirmed, we called for an internal meeting of top level management people and team leads from our contact center sector. Collectively, we filtered out some best agents who were quick learners and technically exceptional. Without waiting another second, we requested the client to provide the basic training to our team regarding their product features, advantages and USPs. Post training, our agents were given the database of potential customers in US along with calling script created by the customer.

Being one of the top call center outsourcing companies, our experts recommended certain specific reporting formats as well as templates to the client and he accepted them. We did the reporting on weekly and daily basis. Weekly reports were provided to intimate performance of agents every week. Process owner kept on sending daily reports indicating the performance of agents.

Every week, a call was conducted which included the process manager, owner and the client for discussing and brainstorming new ideas. Also challenged faced by agents were addressed. This helped in streamlining processes of attaining more conversions. To accelerate the process, new plans were proposed by the strategists in our outbound call center outsourcing company.

We always had best measures in place for quality checks at each and every stage for assuring that all the requirements of customers were met successfully.  Every voice call initiated was recorded and then passed on through quality control to make sure that the agents are performing well.

The data to be sent was always double checked and authenticated for language and values before sending to the customer.

Results

We had a huge experience in catering to similar requirements of clients and when this factor blended with our management prowess, we succeeded in accomplishing the project to achieve maximum benefits for the client.

With our services, lot of inquires started to flood and sales increased hugely. The client was delighted and provided great feedbacks. They also contributed towards the call center testimonials of satisfied customers that we are maintaining.