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.

Improve Quality & Quantity of Leads

A leading electronics manufacturer uses advertising to create demand for its multimedia presentation equipment. In addition to the “typical” corporate goals of reducing expenses and improving efficiency, the manufacturer needed to identify why 40% of leads were being ignored by dealers.

Part of the solution was adding inbound and outbound call center services from TMP Direct. We helped them develop an online system to distribute leads, which helped increase dealer follow-up to over 90%. We also helped them transition to e-literature fulfillment, which helped reduce costs.

Leads are also now ranked by TMP Direct according tofour criteria (budget, purchase authority, timing and need). The best leads are automatically sent to dealers via email. Literature requests are automatically fulfilled. And lesser-quality leads are diverted into outbound call and email nurturing programs handled by TMP Direct.

All leads are tracked within the company’s CRM system. And the results are astounding:

  • Literature fulfillment expense decreased 75%.
  • Cost per lead dropped from $388 to $58 per lead.
  • The total quantity of leads increased by over 20,000 within just 7 months.