Industries & Markets

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.

Food Products

Strategic Outsourcing Improves Customer Service

If you’re cooking a duck, there’s a good possibility that you’re not cooking it Monday through Friday during regularbusiness hours especially if it’s Thanksgiving or Christmas.

Unfortunately, the premier supplier of White Pekin Duck in the U.S. had only a small internal customer care group, which was also responsible for food service and retail customer support as well. They simply couldn’t handle all the calls, so they were disappointing customers and turning away prospects, especially during the holidays when calls significantly increased.

After analysis, the duck company decided to keep retail support in-house, while outsourcing consumer calls, emails and fulfillment. TMP Direct worked with them to develop an online knowledgebase of questions that customers and prospects might have. The duck company visited TMP Direct and participated in a co-op training session. Training involved a thorough review of the national advertising campaign, learning to cook duck … and fortunately, tasting a wide variety of innovative duck products.

The knowledgebase is updated regularly e.g., when bird flu entered the news, our CSRs were trained on the potential questions they might be asked. In addition, new advertising is reviewed whenever a new campaign is developed so thatTMP Direct CSRs are always right on top of what consumers have seen.

Finally, by outsourcing consumer calls to TMP Direct, the duck company is now able to focus a higher level of service on their food service and retail customers.