Product questions answered exactly when needed

If you're cooking a duck, there's a good possibility that you're not cooking it Monday through Friday during business hours — especially if it's Thanksgiving or Christmas. 

Unfortunately, the premier supplier of White Pekin Duck in the U.S. had only a small internal customer care group, which was also responsible for food service and retail customer support as well.  They simply couldn't handle all the calls, so they were disappointing customers and turning away prospects, especially during the holidays when calls significantly increased.

After analysis, the duck company decided to keep retail support inhouse, while outsourcing consumer calls, emails and fulfillment.  TMP Direct worked with them to develop an online knowledgebase of questions that customers and prospects might have.  The duck company visited TMP Direct and participated in a co-op training session.  Training involved a thorough review of the national advertising campaign, learning to cook duck ... and fortunately, tasting a wide variety of innovative duck products.

The knowledgebase is updated regularly —e.g., when bird flu entered the news, our CSRs were trained on the potential questions they might be asked. And new advertising is reviewed whenever a new campaign is developed, so TMP Direct CSRs are always right on top of what consumers have seen.

Plus, by outsourcing consumer calls to TMP Direct, the duck company is now able to focus a higher level of service on their food service and retail customers.