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.


Acting on the Voice of the Customer

After a pharmacy management company merged with another national pharmacy provider, TMP Direct was retained to determine customer satisfaction levels at the nursing homes they served. The program had several goals:

  • To provide a post-merger benchmark of customer satisfaction
  • To provide feedback on products and services
  • To uncover customer problems
  • And to determine what additional services or programs these nursing home facilities desired

To achieve these goals, TMP Direct executed a three-step research effort targeting nursing home directors. First came a pre-call direct mailing that introduced and explained the importance of the survey. It was followed by the telephone survey, which was followed by a post-call thank-you letter and gift to participants.

56% of the facility directors made themselves available for the survey. Collected data provided invaluable measures. And qualitative data gathered by the outbound researchers helped the newly merged company act on the voice of the customer by developing the value-added services that nursing homes really needed.