Outsourcing the most difficult calls wasn't a difficult decision

The problem : Years of increased sales meant that the manufacturer of digital and home appliance products could no longer handle the volume of customer service calls escalated to them from two large outside call centers. The existing vendors couldn't provide the “white glove” customer care required to resolve the most difficult calls – like calls from the angry owners of expensive home entertainment systems whose repairman hadn't shown up again, and callers who wanted their under-warranty product repaired or replaced now.

To make matters worse, budget and infrastructure constraints meant that the manufacturer couldn't hire the staff they’d need to expand their internal operation.

The solution : After two weeks of intensive product and application training, TMP Direct’s exceptional CSRs (customer service representatives) were ready to start taking calls. A full-time program manager was also trained to closely manage the transition, then provide ongoing day-to-day liaison with the client.

In addition, our IT and telecommunications departments worked closely with the client to integrate their phone switch and SAP CRM applications into our Contact Center – enabling TMP Direct to become a totally transparent remote agent.

The result: After a gradual transfer of calls, TMP Direct’s CSRs were empowered to be the final point for customer satisfaction – resolving 99% of call inquiries received.

Based on initial success, an increasing number of calls were handled by TMP Direct. 8 months later, all escalated calls were being effectively resolved by 42 of our dedicated “white glove” CSRs and a management team consisting of a program manager, two supervisors and two team leaders.