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.

Increase Advertising ROI

Literature Lifts ROI

A well known U.S. flooring company uses a variety of toll-free numbers and has numerous pieces of literature on its laminate, hardwood and porcelain tile flooring. Unfortunately, their small internal customer service group couldn’t handle the flood of literature requests, calls and emails generated by their successful advertising.

The delay was inconsistent with their corporate mandate to provide a high level of quality service. Plus, the ROI on their advertising suffered because inquiries weren’t addressed promptly.

Analysis showed that it made sense to outsource prospect and customer care, while keeping dealer support in-house.TMP Direct worked closely with the flooring company to develop a call and email-handling knowledgebase. A group of marketing and product specialists from the flooring company spent a day with the customer service representatives (CSRs)so they could have hands-on experience with the products. A script was developed that (a) allows CSRs to answer questions, (b) captures demographic and other marketing information, and (c) captures the product(s) the caller is interested in.

This process also allows specific product literature to be generated and mailed the next day. And using our proprietary GeoMatch software, we direct the consumer to the nearest retailer who can best meet their specific needs.

The result was increased ROI on their advertising, and call handling that jumped to a 96% answer rate within 20 seconds or less. 100% of emails were answered within 24 hours, and 95% of literature requests were mailed within 24 hours.