Contact Centre Expansion
We transformed a manually dialling contact centre and helped them expand to 3 satellite offices.
Results
What we achieved
- Revenue quadrupled in 24 months
- Expansion from 1 contact centre to 3 satellite centres
- Pack out increased by 250% per advisor
- Cost per lead reduced by 50%
Situation
Helps clients reclaim mis-sold Payment Protection Insurance
- Manually managing leads on Excel sheets
- Leads not being called at all or called too late
- Lack of sales training
- Complicated in-house CRM
- A development team adverse to change
- Manually dialling
Diagnostics
Opportunities identified
- Blended dialler
- Transparent lead management
- Sales training and on-going refresher training
- Guided conversation with the customer
- Development team to gain understand of change requirements
- Quality assurance team
Activities
What we did
- Specified and implemented a blended dialler solution to manage leads effectively and efficiently, recording calls for quality and consistency, reports and dashboards available at all levels of the business, increased the customers contacted daily, grew the sales teams
- Developed reports for advisors, team leaders and management to enable transparency at every level
- Professional sales training and 6 month re-fresher training provided to all sales advisors and team leaders
- Team building workshops with developers, advisors and team leaders build team rapport and understanding of the respective teams needs
- Requirements gathering workshop on CRM requirements with developers, advisors and team leaders, followed by a plan to implement changes
- Created an internal Quality Assurance team, to consistently measure sales techniques and adherence to regulations
Lasting organisational benefits
Lasting impacts and wins for Charterhouse
- Unified development and sales teams working together to achieve the same objective
- Employees trained in objection handling and managing calls professionally
- Reporting solutions at all levels within the business building trusting relationships across the organisation
- Using technology to underpin the growth of the business