Case Studies

Leveraging Technology to Generate Higher ROI

September 20, 2018 | Case Studies

 

Situation

A major credit card issuer with 50 million people in their customer base wanted to strengthen their foothold in the BFSI market. Competition from both established rivals and disruptive newcomers was detracting from their ability to retain current customers and broadcast their services to new ones. Over the course of a seven month campaign, the client intended to utilize a range of outsourced contact centers to activate new accounts and up-sell additional products during activation call. As one of the chosen outsourcers, TLC Associates came prepared to differentiate our capabilities from our industry peers.


We take a unique approach to providing our services, focusing on personal accountability, proactive practices, and a can-do attitude. Additionally, TLC Associates seeks best-in-class technology solutions to provide our frontline resources with the tools that they need to achieve superior performance in B2B and B2C telemarketing. With that mentality, our executive team decided to utilize a new platform that positioned us to outperform our competitors and deliver the desired results to our client.

 

Action

At the outset of the campaign, our team worked to gather requirements and customized our solution to fit the precise needs of our credit card issuer client. We immersed our customer service representatives in our client’s product line and brand to ensure a seamless sales process maintained a steady conversion rate. Most importantly, we pioneered a new technology to ensure a higher return on investment.

 

Previously, TLC Associates had moved to cloud-based unified communications, embracing a Gartner Magic Quadrant rated platform. While the platform facilitated voice, email, chat, and other customer contact channel preferences, there were some gaps in terms of CTI and Call Flow Management. As part of an effort to bridge these identified gaps, TLC Associates evaluated several third-party solutions, identifying a clear winner that not only demonstrated the ability to meet our needs but, most importantly in our competitive industry, positioned us to outperform our competitors.

 

The technology was then deployed on our client’s campaigns. The CTI functionality worked flawlessly and the dynamic scripting tool enabled TLC Associates to build logic into its call flows, greatly reducing human error in decision making and ensuring compliance with legal disclosures shared during the sales process.

 

Results

Our client realized many benefits through the use of our enhanced IT platform, enabling its Application Development team to focus on providing contact center staff with the tools they need to be successful instead of maintaining servers and applications.

 

In the operations arena, our deployment greatly assisted our frontline resources. Compared to standard HTML scripting, we provided a reliable call flow with decision making embedded within, greatly improving accuracy and enabling employees to focus on closing sales.

 

Deployed on both inbound and outbound sales campaigns, TLC Associates realized a competitive advantage that enabled our company to grow market share with key customers by outperforming our competition and, in doing so, delivering a higher return on investment for its clients. As a consequence, our client consolidated their work at TLC Associates.

 

 

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