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| Discipline: | Outsourced Call Center Management Services |
| Industry: | Software |
| Product: | N/A |
| Objective: | N/A |
| Challenge: | Source, screen, contract, train and manage 7 call centers to contact 2 million customers in less than a month. |
| Solution: | Incept's outsource management team began screening its independent call center database while simultaneously developing performance and productivity benchmarks. After an executive pretest (Incept management team making the initial calls to fine-tune the script and offer), Incept dispersed its out-sourced management team to seven different call centers to Incept's outsource management team began screening its independent call center database while simultaneously developing performance and productivity benchmarks. After an executive pretest (Incept management team making the initial calls to fine-tune the script and offer), Incept dispersed its outsourced management team to seven different call centers to train and monitor call center agents from each location. The data was centrally managed from Incept, and each teleservicing vendor was held accountable for every record received and completed. The client received results from seven call centers through one centralized reporting entity. When questions arose, only one phone call was needed to get the answers.
Incept's Quality Assurance team in Canton, Ohio, remotely monitored each call center to ensure that presentations were meeting the preestablished performance benchmarks. We also maintained an in-house control group to calibrate performance levels, by list segment, against our outsourced call center partners. |
| Result: | The actual results are confidential; however, we can report that our client realized a tremendous lift in direct mail subscribers within four weeks following program completion. |
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