Client

The customer was based in US and they were a known entity in the IT domain. The client delivered computer software and hardware solutions and services.

Requirement

The customer needed us to provide them with outbound call center services. They had launched a brand new software package and it was highly technical in nature.  The purpose of the product was to ensure smoother communication flow in an organization. We were asked to set up a cold calling process in order to generate leads. The project demanded the involvement 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 promotes our growth in terms of competence and capabilities. The main challenges we faced in this project was to quickly assign the right outbound call center agent group that was not just technically adept but also capable of understanding concepts quicker. We were asked to start sooner and the expectations of the client were sky-high; they wanted us to grab maximum customers within the first few months itself. The process of calling was always unique as every customer had different queries and they had to be answered in a detailed and accurate manner by our agents. Above all, even the minutest of the conversation details had to be captured.

Solutions

Soon after the project was confirmed, we organized an internal meeting to bring people from top management and team leads from our contact center domain together. Collectively, we identified the best executives who were quick learners and technically-exceptional. We immediately requested the client to provide the basic training to our team regarding their product features, advantages, and USPs. Post training, our executives were given access to the database of potential customers in the US along with the 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 as  well  as daily basis. Weekly reports were shared with the client every week to let the client know about the progress of our executives. The process owner kept on sending daily reports indicating the performance of the executives.

Every week, we held discussions over phone and the participants included the process manager, owner, and the client and the purpose of the call was to  discuss and brainstorm new ideas and to address the challenges faced by our executives. This helped to streamline our existing processes to facilitate more conversions. To accelerate the process, the strategists in our outbound call center outsourcing company proposed new ideas.

We always had the best measures in place for quality checks at each and every stage to assure that all the requirements of the customers were addressed successfully.  Every voice call was recorded and then passed over to our quality control team  to make sure that the agents performed well.

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

Results

We had a huge experience in catering to similar requirements of other clients and when this competitive edge blended with our management prowess, we could successfully help the client to achieve project objectives.

We registered a lot of inquires and sales increased drastically. The client was delighted and provided great feedback. The client’s feedback was added to our list of call center testimonials , further glorifying our track record of success.

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