When you need flexability in capacity to manage fluctuation in workloads, whilst maintaining a consistent highest level of service quality

Overview:

• The client has an existing team of specialist contact centre agents
• Our client was looking for flex in its capability to manage variables in resourcing
• They engaged us to build a dedicated team to assist with campaign management
• We now have a dedicated team, including team leaders delivering this process
• We provide the flex that the client needed, and the standard demanded

Challenge:

• The client needed an outsourced solution that was scalable yet maintained full control over quality and accuracy
• Training was to be delivered via A train the trainer approach
• Resourcing required attention to behavioural traits and stringent quality checking
• Our team needed to integrate to our clients existing team as well as direct engagement to our client’s clients
• The client required a high level of security across all data capture and storage

Solution:

• We engaged with our HR team to commence a recruitment drive for suitably skilled applicants
• We utilised behavioural as well as skill-based testing across accuracy and attention to detail
• We appointed 2 dedicated team leaders to overlook production, training and quality control
• We appointed an account manager to be a direct contact point to our clients

The final solution included:

• Our client now has an extension to their existing operations via our services
• We implemented a dedicated team model service as a cost effective, flexible and scalable solution
• We added to this our Client Portal to provide visibility of all data capture activity
• We built a custom Business Intelligence (BI) dashboard that showed all activities

If you’d like to know more about our bespoke Outbound Campaign Management services,

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