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.

Handling Difficult Customers

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 theyd need to expand their internal operation.

The Solution : After two weeks of intensive product and application training, TMP Directs 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 Directs 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. Eight 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.