Retail: infoline & customer support & complaint management

Pharma: Outbound, inbound & SMS

13 May 2018

Banking: Dedicated telesales and information campaigns

13 May 2018

Retail: infoline & customer support & complaint management

About our partner

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Industry: Retail;

Our partner has been present in the market for 150 years, having branch offices in 10 countries and more than 6500 online and offline stores;

Turnover of ~ 952 million Euro;

In Romania it is a leader on the market in terms of stores network and the 6th retailer by the turnover.

Challenge

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Many customer calls were delayed or not retrieved at all, as the volume of calls increased significantly;

Lack of an overview regarding the customer complaints.

Collaboration figures

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Partnership started in 2016;

Over 2000 monthly interactions managed;

Over 500 monthly complaints managed;

Communicating with customers was made by using 2 channels: telephone and e-mail;

Service delivered 24/7/365.

Solutions

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Developing integrated BPO solutions to improve customer satisfaction and profit by:

Effective management of complaints and suggestions;

Online order management online;

Active usage of our service in our partner's brand awareness actions.

Results

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Implementing an integrated management system by using contact center services and Saas solutions which helped to increase customer satisfaction by 20%;
Call answering rate exceeded 95%;
Offering a response to customers within 48 hours, regardless of the chosen communication channel.

ROI

80% retention rate of customers with complaints;
40,000 Euro monthly income of the partner, generated by our services and by the clients' retention rate;
70% conversion rate of potential customers in partner's clients.

Contact us now
We are always up for new challenges

CONTACT

Pharma: Outbound, inbound & SMS

Banking: Dedicated telesales and information campaigns

Retail: infoline & customer support & complaint management

About our partner

Industry: Retail;

Our partner has been present in the market for 150 years, having branch offices in 10 countries and more than 6500 online and offline stores;

Turnover of ~ 952 million Euro;

In Romania it is a leader on the market in terms of stores network and the 6th retailer by the turnover.

Challenge

Many customer calls were delayed or not retrieved at all, as the volume of calls increased significantly;

Lack of an overview regarding the customer complaints.

Collaboration figures

Partnership started in 2016;

Over 2000 monthly interactions managed;

Over 500 monthly complaints managed;

Communicating with customers was made by using 2 channels: telephone and e-mail;

Service delivered 24/7/365.

Solutions

Developing integrated BPO solutions to improve customer satisfaction and profit by:

Effective management of complaints and suggestions;

Online order management online;

Active usage of our service in our partner's brand awareness actions.

Results

ROI

Contact us nowWe are always up for new challenges

Contact us now
We are always up for new challenges