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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.

Senior Living

Maximizing Lead Nurturing Resources

For a leading provider of senior living housing solutions, they were challenged with managing and nurturing sales leads coming from a wide variety of on-line referral sources. The resources at the local housing communities were limited. They were charged with developing local provider relationships, managing tours and administrative duties. Getting through this clutter was a challenge and the on-line referrals were being ignored.

TMP Direct provided a dedicated team of specially trained Senior Living Community Counselors to manage and nurture the on-line referrals. TMP Direct set-up a real-time feed of leads with each on-line referral source. So within minutes the Senior Living Community Counselors engage the families.

Connecting to over 80% of the inquiries, the TMP Direct Senior Living Community Counselors follow a robust work flow of qualifying the sales opportunity learning the family storyconducting an in-depth needs assessment determining financial resourcesoffering financial assistance and matching the family needs to a local community. Once matched to the community, the Senior Living Community Counselor is focused on setting a tour for the local community. For those interested, but not yet tour ready, the Senior Living Community Counselors follow a comprehensive nurturing process over the next 30 days using all communication channels: phone, e-mail and mobile.

 

The TMP Direct dedicated team of Senior Living Community Counselors generated over $5,000,000 of revenue in a four month pilot program. Over 57% of the families contacted were qualified sales opportunities with 30% converting to tours within 30 days of the initial inquiry.