Call Centre | Case Study - Viewcreatives.com

The Challenge

The challenge put to us was to set-up and manage a fully operational outbound call centre. As most people sign up to viewcreatives online there is little need for specific inbound agents but this is not to say that inbound should be completely ignored.

The Solution

We set-up the infrastructure for an in-house call team. This included building the IT and telephony system, writing the call scripts and training the staff, as well as building and maintaining a full contact database.

As the company gets very few inbound calls, we set up a system so that only a couple of agents would receive the calls and they could do other work such as replying to emails when the phones were quiet. We also set up an overflow system so that if the inbound call levels did dramatically increase suddenly, the call would always be answered.

The Results

In the 12 months that the call centre has been operating, we have established a highly efficient outbound call centre operation which has increased customer acquisition, conversion rates and customer retention beyond the original targets set and stayed within the agreed SLA's