Who we helped:

Australian Online Retailer



What Service we provided:

Outsourced Call Centre Migration. Sydney to Philippines



Background:

An Australian Online Retailer was unhappy with their call centre’s current performance. Their Sales and Customer Service function was outsourced to a 3rd party Call Centre located in Sydney whose performance over the past 3 years had steadily deteriorated. Their contract term was due to expire and they came to Global Outsourcing looking for alternatives, hoping for lower costs and increased performance



The Problem:

Sales Conversion was the most important metric for this client when they came to us. Out of every 100 calls that they received, 65% were being converted into sales. There were days where the conversion rate got as high as 90% but it was never achieved for a sustained period of time. The challenge was, that in order for the call centre to achieve such high results, their staff costs would spike dramatically because there was a direct correlation between speed of answer and sales conversion, our clients business was based around impulse buying and if the potential customer was allowed to get cold, the sale was inevitably lost.



