Presentation on theme: "Learn how at centerpartners.com. An Insight Throughout our 13 years in business we have always thought of ourselves as more than a “call center”. To us,"— Presentation transcript:
An Insight Throughout our 13 years in business we have always thought of ourselves as more than a “call center”. To us, this business is about supporting brands and their customers in the most effective and efficient ways possible to ensure we are delivering upon our passion to create the most engaging experiences that not only build customer loyalty and trust but also drive a higher return on investment for our clients.
Who We Are As a strategic partner to many of the world’s global brands, Center Partners is a leading provider of integrated Contact Center Services and Web Self Service Solutions. With 6 domestic locations and 4,000 employees, Center Partners can provide the high value support you need.
Performance 100-percent referenceable Never missed a go-live date Advanced technology WPP financial stability and global reach Facts and Proof Points People Tenured management Flat organizational structure Highly engaged employees Expertise in adult education
An award-winning suite of Customer Lifecycle Management and Customer Contact Outsourcing (CCO) solutions providing: Technical Support Consultative Sales Multi-Channel Support Fraud Prevention Practices Customer Loyalty and Retention Traditional and Multimedia Learning and Development Services Our Reputation is Built on Performance you can count on People you like and trust Culture that supports agent performance Becoming an extension of our clients and enhancing the brand through expert customer interactions and innovative thinking
When exceptional customer service is important to achieving business and brand objectives When your products, services or customers are sophisticated and potentially complex When you are looking for trusted experts, engaged in your business, armed with proven tools and creative solutions When do You Need Our Contact Center? Require reliable core call center or learning and development services Desire a partner who will be an extension of your business Need results Delivered, not just promised When You…
Outstanding employee engagement Higher quality scores Greater speed to market Exceptional customer satisfaction Achievement of client business goals without loss of client partnership Benefits of Our Approach
Challenge: In an intensely competitive wireless marketplace, every contact with a customer has the potential to impact revenue and customer loyalty. The importance of effective customer contact is the highest in an inbound sales center where first impressions are formed, and new customers are won or lost. Our client, a major consumer wireless brand, approached us because their current inbound sales vendor was not achieving the sales conversion rates that they felt were possible. Our Solution The client asked us to go head-to-head with their current sales vendor to see if we could improve on their close rates. The client also challenged us to reduce their cost-per-sale in the process. We gladly accepted the challenge. We started a pilot program by training a team of agents with our proprietary CP SCORES (Sales CORE Skills) training. CP SCORES focuses on executing every element of the sales lifecycle effectively. The four sales steps - Opening, Probing, Matching and Closing – are proven to lead customers through the sales lifecycle and direct them to the desired outcome – a sale! From there, our Quality Driven Management System focused on making incremental improvements to the program overall. Results In our first month of the pilot, Center Partners exceeded the incumbent vendor by 15% in an apples-to-apples sales conversion contest. By month four, we were exceeding the other vendor’s performance by 50% and the client shifted 100% of their inbound sales business to our centers through an aggressive ramp and transition plan. Within six months we achieved conversion rates more than double the original rate – an improvement that translated into tens of millions in additional revenue for our client.
Challenge A major satellite television provider was experiencing rapid customer growth, but saw average revenue per user (ARPU) dropping month over month. Existing internal and external calling groups weren’t always meeting productivity and sales goals. The company leaders believed sales per hour could be increased and costs could be reduced. The client’s leadership team decided to pilot an outbound customer upsell program with several vendors. They contacted Center Partners on a Friday afternoon at 4:00 pm requesting a 25-person pilot for 12 calling days, with the added request of beginning the rollout in just six business days. Center Partners responded by putting a proprietary Quick Start pilot in place. Designed to ensure flawless launch processes and repeatable success, the Quick Start roadmap facilitated rapid start-up and ensured that all activities were completed prior to taking the first call. Our Solution The client’s leadership team decided to pilot an outbound customer upsell program with several vendors. They contacted Center Partners on a Friday afternoon at 4:00 pm requesting a 25-person pilot for 12 calling days, with the added request of beginning the rollout in just six business days. Center Partners responded by putting a proprietary Quick Start pilot in place. Designed to ensure flawless launch processes and repeatable success, the Quick Start roadmap facilitated rapid start-up and ensured that all activities were completed prior to taking the first call. Results Rapid start-up drove sales increases and cost savings within 13 days of the original request, and only five days after launch. Center Partners outperformed the client’s internal sales-per-hour results by 25%, while meeting desired quality levels. On day eight, the long-term contract was awarded to Center Partners, with the request that the program grow to 100 full-time agents.
Center Partners 4401 Innovation Drive Fort Collins, CO 80525 Phone: (970) 206-9000 Email: firstname.lastname@example.org@centerpartners.com www.centerpartners.com Contact Us