Overview

The case study describes the efforts of an e-retailer to overhaul their call center processes to address revenue challenges.
After partnering with ExpertCallers, they implemented strategies such as a CATI survey, optimizing business processes, reworking plans to appeal to the target audience, and a lead qualification model.
As a result, there was a 32% cost reduction per lead, a 7% boost in sales conversion rate, and the e-retailer transformed into an industry leader.

Story of the Customer

The customer, a struggling e-commerce business, faced declining revenues due to ineffective call center services and sought a strategic partner to enhance their processes.
Through our partnership, the customer implemented a comprehensive call center overhaul, optimizing processes and introducing a multichannel customer service approach.
This strategic move led to a 7% boost in sales conversion, a 13% Q1 growth rate, and a 32% reduction in cost per lead, transforming the struggling business into an industry leader.

The Challenge

The e-retailer was grappling with declining revenues due to ineffective call center services, which was negatively impacting their sales performance.
The company was in search of a strategic partner who could help revitalize their sales figures through a comprehensive overhaul of their call center processes.
The retailer undertook a rigorous evaluation of potential service providers, requiring a partner that could demonstrate expertise and innovative capabilities to rejuvenate their sales initiative.

The Solution

Conducted a CATI survey to understand key purchasing factors, enabling the adjustment of business processes to better meet customer needs and improve the overall customer experience.
Collaborated with the client's teams to create targeted marketing campaigns and a joint monthly sales plan, while also introducing a lead qualification model to increase conversion rates and reduce time-to-market.
Revamped the client's online platform for a multichannel customer service approach, and streamlined the pipeline by minimizing unqualified lead investment, resulting in improved growth visibility

The Result

Our strategies led to a 32% cost reduction per lead, boosted sales conversion rate by 7%, and resulted in a 13% Q1 growth rate, transforming our client into an industry leader.

Attained a remarkable 32% reduction in cost per qualified lead through strategic endeavors.
Catapulted the sales conversion rate by an impressive 7% in a remarkably short time frame.
Achieved a staggering 13% growth rate in the first quarter of fiscal 2014.
Elevated the client from the echelons of underperforming e-retail entities to industry leaders within a span of months.

Unlocking Enhanced Customer Experiences with ExpertCallers

Elevate your customer experience by collaborating with us. We function as an extension of your company, offering customized services to meet your precise requirements. Our expertise, knowledge, and robust infrastructure are geared to bolster your brand. Unlike many service providers, we prioritize innovation across your entire call center ecosystem.

Reach out to us today to harness our extensive experience in the outbound call center industry.

Expert Callers Revamps E-Retailer's Call Center for 7% Conversion and 13% Q1 Growth