Call Centre - Out Bound - UK
The Client
Our client is into advisory services on Energy to household customers of UK. The client offers advisory services through web, inbound and out bound services.
The Challenge
The client is in the seventh position in the utility price comparison services in UK. They have couple of outbound centre in India. The client wants to attain first position in 2 years time and the possible way is to increase the calling agents. The client approached us to start an outbound centre on fixed payout model. The client is governed and monitored by UK authorities to give quality service and to protect consumers.
The Solution
We have dedicated 15 seats to start with couple of months back and the operation has picked up very well now. We are calling UK households and offer advisory services on their energy bills. We help customers to switch energy supplier through a hassle free process. We do all the hard work and the customer will be benefited by huge savings.
We have been provided complete training by the client directly and the operation is monitored by them on a daily basis. We stick to quality compliances, performance metrics and continuous development. Quality and performance are key attributes in this campaign.
The process has Campaign Manager who will be the process owner. This person is responsible for the quality and productivity of the operation. Team leaders will facilitate the team on productivity and quality analyst will ensure 100% quality.
The Success
- We are the only centre in India to achieve 2SPD productivity in 2 months time.
- The client has given additional responsibility of calling profiled leads because of the confidence with our centre.
- The client has asked us to ramp up to double the agents in the 2nd quarter itself.
- The client is also planning to utilize our centre for their other utility campaigns which is a great success for our operation.
- We feel proud that we play a role in the client’s vision of achieving No. 1 position.
Performance Index
| Term |
Productivity - SPD |
Sales |
Cancellations |
Compliance |
| 1 st Week |
0.17 |
15 |
0 |
0 |
| 2 nd Week |
0.21 |
19 |
0 |
0 |
| 3 rd Week |
0.18 |
16 |
1% |
0 |
| 4 th Week |
0.57 |
51 |
3% |
0 |
| 5 th Week |
0.70 |
65 |
7% |
0 |
| 6 th Week |
1.18 |
106 |
7% |
0 |
| 7 th Week |
1.68 |
151 |
5% |
0 |
| 8 th Week |
1.90 |
154 |
3% |
2 |
| 9 th Week |
2.00 |
176 |
5% |
0 |
Productivity Chart
Productivity Vs Cancellations
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