Case Study
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Telecom Italy

Project

  • The challenge
  • Our Approach
  • Outcome

Case Study

The challenge
The client had been historically very successful with traditional direct telemarketing campaigns last 20 years and wished to significantly increase the efficiency and effectiveness of their telemarketing operations. However, there was a decrease in the number and quality of sales, so it was necessary to introduce some innovations.
Our Approach
Since Telecom consisted of different strategies of telemarketing, the first main objective was to harmonize them in order to deliver a consistent Customer Experience. The other objective was to create a unique 3n1 campaign that includes Outbound Sales, Commercial Inbound and aftersales Customer Experience.

Results

Outcome

We developed with our business analysts a professional marketing strategy and friendly approach to the clients

We set up an outbound and inbound marketing campaign based on talented and young sales agents with native Italian language and with a support group that included trainers, coaches, team leaders, central room specialists and quality managers. We developed an internal system that continuously keeps track of the clients through professional surveys in order to increase the aftersales experience.