Overview
Case Study - Call & Contact Centre – Inbound Segment - Direct Sales
Industry Sector
- Direct Sales
Services Provided
- Data Services
- Call & Contact Centre
- Warehousing & Logistics
Client Overview
Progressive and growing importer and direct sales company who specialises in household goods. Company promotes products via their website and heavy television advertising where consumers can make enquiries and order product via the website or by phoning a 1800 number that is advertised. Once funds are cleared the product is sent direct.
Coverage is national and currently units sold exceed 100,000.
Client Objectives and Needs
Originally this client handled everything in house and as they grew they looked for a partner to handle particular aspects of their business:
- Customer contact management – enquiries, sales and after sales
- Funds receipt and management
- Product packing and distribution
- Product returns and refunds
Methodology
Time was spent with the client to scope the project that included:
- Technical system to integrate with their website and accounting systems to facilitate robust information transfer, funds transfer and reporting
- Agreement of the processes to handle the various situations that could arise
- Transparent invoicing processes
- Agreement on the returns and refund rules pertaining to each product and circumstance
- As new products are introduced, training packages are produced for the Contact Centre and the Fulfilment Centre agree packaging and distribution methods
Outcomes and Results
We were able to put in place processes and resources to handle all aspects of the above so the client can concentrate on the sourcing and marketing functions – all logistics and operational parts of the business are now outsourced to us with considerable cost reduction.
At current levels, we are taking in excess of 100,000 inbound calls per annum and distributing the same number of units of product.
From a very complex and labour intensive business, this company now has a very simple business model based on product and marketing activities – all customer support and logistical operations are Data Active’s responsibility.