Business Challenges
Play
Prev
Next

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.

Handle Peak Season Customer Care

Erasing Peak-Season Woes

The Problem : A worldwide manufacturer of cooling products was growing dramatically. As a result, their internal Customer Care department was stretched to the maximum at a time when a new cooling product was about to be launched on TV and summers peak season was on the way.

The Solution : In the past, theyd hired temps to augment their permanent staff during the peak season, but that was a costly, time-consuming practice that didn’t provide the high level of customer service they needed. Instead, they decided to outsource their front line customer care effort to TMP Direct.

Working closely with the manufacturer, we quickly trained a group of Customer Service representatives (CSRs). They received hands-on experience with each product and learned features, benefits and operational functions. We also built an intuitive, easy-to-search product database that contained troubleshooting guides, operations manuals, FAQs, step-by-step installation instructions, product photos, repair procedures and warranty policies. A dedicated group of Product Specialists also received advanced product training permitting them to handle escalated Tier 2 customer care and technical support issues.

We also built an online CRM system that (1) allows both TMP Direct and the client to track customer history and, (2) provides real-time metrics such as reasons for calls by category, percent of calls escalated back to the client, percentage of calls resolved satisfactorily, and more.

The Result: In the first 6 months, 22,000 calls were answered with a 96% service level and 90% first-call resolution. This has given the manufacturer the confidence to focus all their efforts on developing and launching new products, knowing that TMP Direct will provide the white glove customer care needed to support their success.