Customers

Client Needs

One of the top global digital media companies required a service provider to support their in-house customer services department with Sales Lead Generation campaigns for a new service offering that was being launched simultaneously across multiple geographical locations

Sales Lead Generation targeted at specific key target customers and fully managed by service provider until prospect lead becomes qualified as ‘Hot’

Full ramp up within 90 days

Solution

Recruited team members for each market with native language fluency and sales lead generation experience (14 languages across 12 time zones). All team members bilingual in English and native market language

Developed and implemented a comprehensive on-boarding training programme for selected service agents designed and tailored to meet the client’s specifications

Results

Consistently exceeding client revenue and productivity expectations

Service successfully rolled out and ramped up within 6 weeks of recruitment process starting (5 weeks ahead of target)

Top performing outsourced customer contact provider for the company globally in 2014

Sector: Telecommunications

Provision of customer care & technical support and administration services SME and SOHO Fixed Line and Broadband customers

Solution:

Member currently provides support to customers of a leading international telecommunications brand. This service is provided 364 days a year, from 9AM until 9PM Monday to Friday and 10AM to 6PM, Saturday ,Sunday and public holidays. The
Support provided includes handling queries such as

Assisting customers with technical queries
Fault Management including technical Escalations to 3rd party suppliers.
Account updates details, Billing issues & complaints handling including regulator issues.
Customer Information Maintenance,
Handling Customer general queries relating to service provided

Web Assistance – for customers to use self-service on the web.
Making amendments to services
Payment processing
Agreeing and applying credits due to service issues.

Part of role of agents is also to

Identifying opportunities to upsell and cross sell to customers.

Benefits:

Double Digit Net Promoter Score (NPS) Improvement – Ipsos MRBI – Consumer market
Double Digit Percentage Call Volume Reduction
Centralised Back Office Administration Support – Fault Management, Premises Relocations and Credits Management
30% reduction in Back Office Administration Support
Double Digit Reduction in the Propensity to Call

Client quote

By member developing a specific data collection solution for us… it enabled us to better understand customers’ needs which helped to both manage churn and deliver a better customer experience. By using this data intelligence we made further improvements… which resulted in reduced cost due to lower levels of call propensity.

Who: Sport and Leisure Sector, ticket sales line

The business challenge: Our client required a Customer Relationship Team to coordinate all interactions with its customers through: e-mails and telephone.

Our client faced the following challenges while selecting a partner:

• Reliability of service and 24 by 7 capability
• Ability to integrate with their in-house software
• Ability to integrate inbound, outbound and e-mail interactions
• Call recording facilities
• ISO certified provider
• High staff retention to minimise the “induction” training required during the contract
• Ability to ramp up and down according the call/e-mail volumes

Our solution provided by Arema

We provide an inbound telephone sales and support line, an outbound telephone line for payments, and on-line e-mail handling service for our client’s season ticket members & general enquiries.

The duties we carry out for our client are as follows:

• Online ticket sales support
• E-mail Handling (ticket queries, general queries etc.)
• Outbound calls
• Inbound sales and support line
• Telephone Answering Process We provide our client with a range of telephone numbers to cover International and domestic calls. Once we identify the caller’s query, whether it’s a general query, purchase of tickets or updates on season ticket holders account we follow the necessary procedure.
• E-mail Handling Process We have dedicated agents that deal with all online queries. Their duties would include answering and resolving any queries that the customer would present to them via email in a timely manner.