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Outsource2india Provided Outbound Calling Services to a UK-based Equipment Insurer

Case Study on Outbound Calling and Booking Services

The Client

The client is a kitchen equipment insurer based in the United Kingdom. The client has a solid reputation as well as a strong portfolio and a large customer base.

Client Requirement

The client was looking to reach out to his customers to get them to transfer to a cheaper maintenance plan. The client wanted to outsource this work and got in touch with Outsource2india. The brief was for Outsource2india to assemble a team to call up potential and existing customers, generate interest, and qualify prospects. The qualified prospects were then to be sent live to a dedicated account manager at the client's end.

Client Challenges

The project faced several challenges -

  1. The client wanted the project to be executed according to a strict timeline.
  2. The client also wanted a new team to be trained and ready to start within one week's time.
  3. Furthermore, O2I needed to recruit and train a team leader who was capable of training batches of new recruits for future work.
  4. Since this project wasn't a pilot project, the team was expected to meet targets set by the client right from the outset.

O2I's Solution

O2I efficiently sourced out a team leader that matched the exact requirements within five business days. O2I also provided the client with a team consisting of a mix of freshers, experienced agents, and those with solid sales backgrounds. The team performed very well over the course of the project and the live call transfers from the interested customers were transferred successfully to the account manager at the client's end.

Our Process

The process we followed was simple. We ensured that we discussed with the client beforehand about all the steps we were taking for successful project planning and delivery. Key steps followed during this project delivery were -

  1. Requirement Discovery

    In this step, we carefully communicated with the client to obtain all the requirements and needs of the client.

  2. Project Planning

    After receiving all the requirement details from the client, we planned the project carefully, keeping in mind all the key steps, right from recruitment of the team and team leader to how exactly the team would execute the project.

  3. Team and Team Leader Recruitment

    In this stage, we recruited the right candidates and gave them specialized training in order for them to be able to successfully execute on project deliverables.

  4. Project Execution

    The trained team hit the floor and started making live calls to the client's customers. Customers interested in the new plan being offered by the client were transferred, live, to a dedicated account manager present at the client's end for final closure.

Results

Despite the many challenges involved, we smoothly executed the outbound activity and captured the interest of many end customers that were looking to save on costs and switch their maintenance plan. The client was so pleased with the results that he requested additional outbound telemarketers to be added to the team. The client has now agreed to renew the contract and to add more seats to the campaign because of the success of the campaign.

Outsource Outbound Calling Services to Outsource2india, the Outbound Calling Expert

Outsource2india provides its customers with excellent outbound call center services and our proficiency has earned us a global clientele. We follow a proven-to-work result-oriented process that provides guaranteed value for money. More than cost-savings, our outbound BPO services function as extensions of our customers' companies and deliver outstanding results.

If you are looking for outbound calling services like our UK-based client, do get in touch with us and we will address all your requirements in a transparent and professional manner.

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