Case Studies

International Publishing Company

The project involved re-verifying classified listings in UK and international business directories published by our client. Over 30,000 listing were to be verified over a 6 week period.

Because of the complex nature of our client's database it was not viable for them to export the data to us to be called. As a result we set up a VPN that allowed us to work live, directly from our client's database.

The team of call handlers put together for the project would need a number of skills: excellent communication skills as they would be calling internationally, fast and accurate data entry skills and a good eye for detail. Once assembled, the team went through a comprehensive training programme to get them accustomed to the new software and all the campaign details.

We completed the calling within the time frame specified and achieved the target number of listings re-verified.

Youth Advisory Service

The project involved contacting 10,000 16-19 year olds registered with our client to update their details and make referrals to an advisor where appropriate. The calling needed to be completed in 2 weeks.

The skills needed by the team of call handlers were: empathy, call control and fast and accurate data entry skills. During the calling there was ongoing feedback from and training with the call handlers in order to adapt to the various situations that arose during the project.

The campaign was completed within the time frame specified and to the client's satisfaction.

Janitorial Supplies Company

The objective of the project was to set appointments with potential customers generated from cold calling, in order to grow the clients business.

The skills needed by the call handler were: sales skills, call control, initiative and organisational skills. It was important that there was a direct relationship between the client and the call handler. To this end the call handler visited the client, was introduced to the team and developed a good understanding of the company, how they worked and their objectives. This was reinforced during the campaign with frequent communication between the call handler and the client regarding appointments set and any questions or issues that arose during the campaign.

This campaign is on-going with weekly targets being achieved and the client gaining significant new business as a result.