Category Archives: Telephone Account Management


Case Studies

Telecommunications

CPM manage a Consumer Customer Experience Team in the Telecommunications industry

The challenge
  • CPM manage Customer Sales & Service (CSS) calls with queries on service and billing
  • The customer experience team handle an average of 20,000 calls per month
  • CPM recruit, train and manage the KPIs for the Consumer Customer Experience Team of a telecommunications company
  • CPM have service level and customer satisfaction targets to achieve daily
  • Sales through service also being completed to support client in hitting their sales targets

Our Solution
  • CPM have a team of 25 based in client's building serving the CSS queue
  • CPM provide the management team and processes to deliver the service levels & customer satisfaction performance
  • CPM present back to client's SMT weekly and monthly against set targets

Results

  • Over 104,000 calls managed over a 6 month period
  • 1,225 RGU sales completed over 3 months of Sales through Service
  • CPM create a positive culture within the client's building by managing CPM values and there customer experience motto “Ownership is Caring”

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Case Studies

CPM manage SMB Inside Sales in the telecommunications sector

The challenge
  • Customer acquisition for telecommunications company providing fixed line, mobile, Broadband and Wi-Fi to SMB customers.
  • CPM support new customer acquisition through the provision of Sales Management, Digital Executives and Lead Generation Executives.
  • CPM also provides account management services for a portion of high value SMB customers.

Our Solution
  • CPM provide an outsourced telephone account management team of 10 full time permanent sales professionals dedicated to Inside Sales for a telecommunications company.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the SMB business channel.

Results

  • Digital Executives increased Sales volumes by 200% compared to previous outsourced partner.
  • Lead Generators cost 57% of a Field sales resource and have improved the channels sales performance by 12% by having quality appointments set for the field teams.
  • Each Telephone Account Managers proactively manages a base of 400 SMB accounts along with dealing with inbound care queries and upsells to both groups of customers.

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