• 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 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, it wanted to set up a collections team to speed up its recovery of account receivables from customers.

• 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 were assigned to manage order bookings. A separate team of 25 agents was assigned to manage the customer care helpline. Another team of 35 agents were deployed to make outbound calls and make collections calls from customers. The partnership delivered excellent business results for the customer delivering 25% growth in sales

Outcome