Case Studies: Outsourced Customer Care
We’ve outgrown our current partner’s capabilities and we have a major campaign launching in eight weeks. Can you help us identify a partner that is competent and compatible and can partner with us as we continue to grow?
Problem/Situation
The Marketing Company had been sending its customer inquiries to two outsource companies for a couple of years. Over the years, the volume had increased significantly and the Marketing Company’s requirements had become increasingly more sophisticated. Our client needed to partner with an outsource supplier that could keep pace with its growth and would be a strong business partner.
Solution
Teledirect Partners developed an initial partner requirements list and created an outsourced partner project plan and RFP document. We sourced a pool of outsourced providers expert in handling inbound inquiries and calls. Teledirect Partners conducted preliminary interviews in order to identify a targeted list of candidates that were a match for our client.
We presented the targeted list to our client and, working together, identified the top candidates, providing them with a copy of the RFP and the opportunity to respond to the request. Teledirect Partners managed the RFP process and selection process.
Once selected, Teledirect Partners worked closely with the Vice President of Operations in order to ensure a smooth cutover of the customer inquiries.
Results
The outsourced partner was up and running for the start of the major campaign. The outsource partner is a match for the Marketing Company’s requirements as evidenced by the fact that the client has chosen to move more and more of its campaigns to this provider. Although still in the ‘honeymoon’ phase, our client has confidence the call center partner will continue to be a strong partner as both grow with the business.
