E-Commerce – Customer Service/Outbound & Calls/Customer Survey

• About

  The client is the largest direct marketing & selling company in Australia and New Zealand. It markets and sells leading consumer products using TV, digital, retail, and events across the continent.

• Business Need

  The client wanted to partner with a BPM services provider to manage order booking for its highly popular Online TV Shopping Channel operating in Australia and New Zealand. It also wanted the BPM partner to set up and manage an inbound customer care helpline. In addition, they wanted to set up a customer sur vey team to collect honest feedback, opinions, and responses from customers and pass it on to the internal team to improve different areas of the business. We are doing 200 sur veys in every week.

• Solution

  Volans set up three individual teams to manage each client requirement. Since the call flow was high, a team of 75 customer care agents was assigned to manage order bookings. A separate team of 25 agents was assigned to manage the customer care helpline. Another team of 35 agents was deployed to make outbound calls, sur vey calls, and make collections calls from customers. The partnership delivered  excellent business results for the customer delivering 25% growth in sales.

Outcome