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.


Prompt handling increases subscription revenue

A French publisher and distributor of religious books and magazines was hampered by a small staff that only operated during business hours. At one point, they were unable to answer almost 50% of the calls they received. Plus, they had a backlog of thousands of paper subscription requests that had been unanswered for months.

The Christmas and Lenten seasons, which should have been anticipated as a time of increased product interest and cash flow, only put them further and further behind.

After analysis, the publisher decided to keep handling paper-based subscription requests inhouse, but outsourced handling of all phone calls to TMP Direct.

We worked together with the publisher to develop a knowledgebase of information about their products and policies. Plus, our CSRs were trained for several days on the publisher’s web-based Customer Relationship Management (CRM) application, which gives us access to their internal customer database. In this way we can resolve a wide variety of customer service issues regarding subscriptions, gift subscriptions, missed issues, payment history, and much more.

As a result, 96% of calls are now answered within 20 seconds or less with a 90% first-call resolution. Plus, an increased volume of new and renewal subscriptions are being processed faster and more efficiently increasing revenue, cash flow, and the satisfaction level of new and future customers.