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.

Manage Your Online Reputation

Is the Online Community Helping or Hurting Your Brand

The Problem: The biggest name in composite decking was often discussed in online forums and blogs. Customers and prospects posted questions and raised concerns, but the manufacturer wasn’t taking an active part in the discussions. Their reputation, and possible new sales, were potentially impacted.

The Solution: TMP Direct implemented a Reputation Monitoring service to systematically (a) identify where questions and commentswere being posted in online forums and (b) locate commentary about the product and manufacturer in blogs.

The manufacturer can now see exactly where and how often their products are being discussed. It gives them a reality check concerning what prospects are really interested in and what customers are really saying. Its an invaluable, ongoing addition to their other market research.

Since TMP Direct was already providing inbound phone and email customer care, we were able to quickly and authoritatively address online postingsby answering where-to-buy inquiries, warranty questions, care and cleaning concerns, technical support for tricky installation issues, and much more.

In addition, were able to correct misinformation online quickly before it can do damage, making it right for individual customers who have had a bad experience.

The Result: The manufacturer now provides the same level of superior support to online visitors as it does to people who contact them by phone, email or their website.In addition, their proactive monitoring of forums and blogs shows their customers and prospects that they are attuned and responsive to what people are saying about their brand.