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CC1 Case Study 1 | 2

Case Study 2:

Outsourced call centres provide a cost effective and strategic marketing channel.

Do what you do best and outsource the rest. – Tom Peters Organizational Management Expert.

Background:

This case study illustrates the how outsourcing helps the company to focus on its core competencies and realize optimum profitability. Facing stiff competition, the cost of generating a regular flow of sales leads becomes a critical issue to the organization. The organization has multiple product lines and no experience managing a call center. Thus, executives were greatly challenged with the task of focusing their energies on all facets of customer acquisition and retention – from lead generation to assuring customer satisfaction to inbound service and support. Realizing the strength of technology the company already has in place, the management decided to approach the problem as an outsourcing opportunity.

Call Centre One (CC1) Solution

CC1 carefully designed an integrated and comprehensive marketing program to fulfill the organization's requirements. To help the organization in its customer acquisition efforts and to increase its B2B and B2C sales, CC1 provided a range of specialized services including:

• Market research and customer surveys

• Database cleaning and lead generation

• Mail follow up and soft sales

• Customer loyalty programmes

• Seminar booking and product promotion

• Telesales and subscription renewal

This outbound call support program outsourced to CC1 more than proved its worth as a cost efficient alternate sales and marketing channel for the organization. Field executives could concentrate on what they do best: develop face to face client relationships without compromising its efforts in serving strategic clients.

Key Benefits:

Results of this program speak for themselves:

20% closure on sales leads generated.

Cost of customer retention was reduced by 35%
Lowered the cost of new customer contracts more than 30%
Freed field staff to focus on major accounts.
Achieved 98% customer satisfaction level.
Built a marketing database – with customer information that improves targeting, responsiveness, relationships and retention.

The client is very pleased with CC1's commitment and professionalism in achieving superior call centre performance.