Customer growth

Acquiring new customers and growing wallet share of existing customers

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.

 

Generating leads and revenue through our Voice Marketing team

Our expertise in growing revenues is increasing all the time. In 2015 we acquired Voice Marketing to enhance our offering even further. Voice Marketing is an outbound, lead-generation specialist team generating approximately half a million transactions every year - equating to £0.2billion of revenue for major clients.

What does Voice Marketing do?

As one of the largest users of media, leads, data and insight in the UK, Voice Marketing is able to deliver flexible lead generation campaigns that focus on reducing customer acquisition costs and providing clients with a commercial model that can be tailored to the ROI targets and acquisition strategy.

The experts in creating value from rigorously sourced and managed data

By using an integrated multi-channel approach that encompasses the latest insight and technology, Voice Marketing is able to ensure their services support and enhance client brands while delivering results.

Having no exclusivity in place with other data and lead generators ensures there is no bias and campaigns can be designed based on achieving the best possible outcome. The team at Voice Marketing combine all their experience to source the most effective data for each individual scenario. They understand which providers can help and those that can over-promise and under-deliver, deliver bad leads, or provide data that isn’t of adequate quality. As a result of Voice Marketing’s experience, they are well-placed to help give your campaign a far better chance of exceeding ROI targets.

Helping you to create and maximise through insight and experience

Voice Marketing’s lead management platform has been co-developed specifically for direct marketing and has extensive validation and fraud prevention screening to be doubly sure that all bad data is removed prior to use. Robust methodologies and leading technologies allow the team to process and enhance existing client data or create new data via a variety of channels and means across consumer and business sectors of all types.

Voice Marketing offers the following core services:

• Data and media planning
• Best channel to contact analysis
• Multi-channel lead generation
• Segmentation and modelling
• Propensity to contact and buy
• Churn prediction, lead generation and nurturing
• Multi-channel direct marketing design and execution
• Personalisation and person creation

Placing risk and compliance at the heart of the offering

Risk and compliance are at the heart of Voice Marketing’s operation. Its risk and compliance controls are extensive and are subject both internal and independent external audits.

A proven approach to delivering a bottom line impact

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.

You can read more about Voice Group managing director, James Hinchliffe’s thoughts on how the Voice Group approach to partnership provides clients with agility, flexibility and, ultimately, value in his blog post.

Want to find out more about how Capita Customer Management combines leading expertise from across its business to help you achieve revenue growth? You can make an enquiry online and we’ll be in touch.