Business Challenges

The internal customer care center of a major appliance manufacturer was drowning in the volume of calls that were escalated to them by two large outside vendors. By outsourcing their most difficult calls to TMP Direct’s “white glove” CSRs, they were able to achieve 99% satisfactory resolution for caller.

The only thing worse than having to recall a product is not handling the recall well. You need enough trained customer care agents to handle inquiries quickly, politely and efficiently. Plus, you’ll need excellent reporting capabilities so you can meet consumer protection agency guidelines. In short, with TMP Direct on your side during a product recall, you’re covered.

TMP Direct helps companies overcome challenges — in this case helping a client generate over $300,000 in incremental revenue.

Sometimes you have to dangle the carrot to help your sales channel partners see the opportunities ahead of them, in this case we helped create more value for the sales leads and lower costs.

With TV ads airing for a new product and their peak season on the way, the internal customer care department of a cooling products manufacturer was reaching a boiling point! The answer? Outsourcing customer care to TMP Direct, which can easily adjust to meet peak season staffing requirements.

When you help your client exceed their sales goal by over $1 million it is cause to celebrate and get out the marching band.

TMP Direct helps companies overcome challenges — in this case helping a client benchmark customer satisfaction levels and act upon voice-of-the-customer feedback after a merger.

Knowing where and how to find sales leads is more science than luck…even the smallest prospect databases can yield valuable sales opportunities and revenue.

Decrease Warranty Claims

A major oil company developed a composite wood product using sawdust and recycled plastic, which is perfect for home decks.

Compared with traditional wood decking, the composite has many advantages including low maintenance. However, the composite expands more than wood, so it requires specific gapping techniques when the deck is being built. And it is more pliable than wood in high heat, so it has different structural support design requirements.

After building awareness through advertising, consumer acceptance was positive. However, over time the client came to realize:

  • They were neither equipped nor staffed to handle the volume of inquiries internally.
  • Improper installation techniques were causing customer complaints.

The solution was a program TMP Direct developed to (a) manage consumer inquiries and (b) to provide technical support to the contracting community to reduce future customer complaints:

  • A customer care team addresses consumer complaints about care and maintenance, including educating consumers on cleaning and maintenance techniques. We even worked with the client to provide free care and cleaning materials.
  • A very focused factory-trained product specialist team provides a high level of technical assistance to contractors and builders via phone and email.
  • We developed a Warranty Claims process that handles requests for repairs or replacement.

The result has been astounding. There’s a dramatic increase in customer satisfaction. Warranty claims have dropped by over 50% in two years. 95% of issues are resolved in one call to the TMP Direct staff. And the company has been able to make dramatic improvements while driving down its customer care costs.