The way we see it, every contact your customers make is a chance to make a sale or enhance your brand’s reputation - not a potential headache. This mindset makes all the difference. Our clients all want to maximise their revenue, and our focus on targeting the right customers at the right time with well-trained staff in models like ‘sales through service’ can unlock their competitive advantage.
Our unique model for creating a sales opportunity, including great ways of working and incentivisation for contact centre staff, can improve your market share. It’s supported by a fully-trained team with a thorough understanding of brand values and existing campaigns.
We have the technical expertise to target certain customer groups using demographic dialling – meaning that we analyse customer data to know what day and time of day is best to call in order to achieve a sales conversion.
Even the trailblazers of the Digital Revolution recognise the vital role that voice plays as a customer engagement channel. For one of the world’s largest internet businesses we provide that crucial in house dedicated support for large accounts. As a key element of the sales pipeline our people support the sale, education and optimisation of digital advertising products via a consultative sales relationship direct to end customers. We drive sales direct to SMEs using a lead based model and sales via Digital Marketing Agencies to enable faster adoption of the client’s key products. Once a sale has been made we provide ongoing support to optimise each individual campaign and maximise the return on investment.
Our outbound, lead-generation specialist team at Voice Marketing generate approximately half a million transactions every year - equating to £0.2billion of revenue for major clients. The team has consistently won new business by conducting a ‘champion challenge’ either between an in-house or incumbent provider. For one high street brand, the Voice team was given a target 5% conversion rate (based on the incumbent's delivery) yet regularly achieved well over 10% daily. The team consistently outperform the competition whilst sustaining the highest levels of compliance and quality scores.
Vulnerable customers – an agent’s view (Part 3)
by Capita Customer Management 31/08/2017
3 minute read
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