We provide Standard or Bespoke solutions for our clients, according to their specific requirement. Our primary concern is to mount effective call centre campaigns that produce cost-effective results in minimal time.
CUSTOMER SERVICE HELPDESK - INSURANCE PRODUCTS
Client
We have been working with this large insurance company since 1993.
Objective
To provide a superior customer service solution for inbound insurance queries and claims
Solution
We are providing 24/7 support in a secure environment for this client; taking 50,000 inbound calls a month, of which 97% are answered within agreed service levels and only 3% abandoned. Our team of agents action caller requests and enter updates and data amendments directly onto the client's own system. Calls are verified and compliance issues rigorously addressed; fulfilment is provided as and when required.
Outcome
This long-term, quality driven campaign is developing in scope, as our client's business grows and new technologies enhance our call-handling capability.
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INBOUND CUSTOMER SERVICE and SALES
Client
Renowned Building Society
Objective
To provide customer service for credit card activation in a secure environment and to generate complementary revenue from the sale of card payment protection insurance.
Solution
Our inbound team received 300,000 inbound calls in 2003 of which 150,000 calls were eligible for card cover. 19,000 policies were sold equating to a 12.6% conversion rate.
2003 improved greatly on 2002. Calls presented went up from 168,854 to 311,887 - an increase of 84.7%. Calls answered totalled 162,643 in 2002 and increased to 298,428 in 2003 - an increase of 83.4%
In addition, sales have exceeded target in the first half of 2004 with 11,204 sales and a conversion rate of 15.3%; year on year performance has leapt by 23%.
Outcome
FTS continue to handle increasing call volume within service levels and have suggested several added-value aspects to each activation call. One example is FTS' recent proposal to make an outbound call to capture cardholders who don't call to activate their credit cards. This would establish whether the card was received and create an additional opportunity to sell insurance and generate more revenue for the client.
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INBOUND SALES - RETAIL
Client
A large subsidiary of one of the top 5 banks in the UK market for retail credit card services. Our client 'partners' with retailers in most sectors to advance customer relationships by developing brand-led in-store financial products.
Objectives
In-store conversion rates for sale of Card Payment Protection vary enormously. The challenge for FTS was to offer a successful contact centre solution to increase revenue generated per card; increase customer retention; increase store card balance; increase card usage and footfall ... and to increase communication of brand values to the customer.
Solution
In partnership with our client and sister company, Cardif Pinnacle, FTS developed a sales programme based on a very simple concept: all newly issued cards would include an 'activation' sticker requesting each card-holder to activate their card by calling a non-geographical number. This call would provide a second opportunity to offer Card Payment Protection.
Outcome
Since the change in regulation in January 2005, store staff have no longer been allowed to sell Payment Protection products in-store. All insurance sales now have to be undertaken in a controlled and compliant environment that is FSA registered. The onus is fully on FTS to compensate for sales lost at point-of-sale!
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CANCELLATION MANAGEMENT
Client
A major insurance provider
Objective
To implement an effective cancellation management programme to reduce termination of policies by reiterating the value of the provider's product.
Solution
FTS delivers excellent customer service on behalf of this client and currently handles approximately 2,000 inbound cancellation calls per month. In addition to this inbound activity, FTS makes approximately 4,000 outbound calls a month to policyholders who have cancelled their direct debits in the past.
Outcome
More than 40% of eligible inbound and outbound calls result in policy re-instatement.
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DEBT COLLECTION
Client
A major international credit provider
Objective
To reduce the level of bad debt on our client's book.
Solution
Due to the nature of the client's product and typical customer profile, this company has a problem with bad debt.
FTS launched a first stage debt recovery campaign with this well-known financial services provider in February 2003.
Outcome
Performance to date has exceeded expectations; FTS are achieving better results than the client's in-house debt-collection unit. FTS contacts around 7,000 accounts per month and achieves a 60% cure rate.
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FINANCIAL OUTBOUND TELESALES
Client
A leading provider of store credit cards
Objective
Our client needed to address the apathy of card-holding customers who were not using their store cards once they had benefited from a low percentage-rate for balance transfers.
Solution
FTS called 'dormant' cardholders to promote the card, the service and the store in order to revive customer interest and spending. We also suggested that each call was an opportunity to sell payment protection insurance.
Outcome
Outbound calls achieved an excellent conversion rate of 18.5% with a minimal cancellation rate of 2.5% in the first 60 days. This is now an ongoing campaign. Due to impending FSA regulation, store staff will not be able to sell this product after January 2005; the client is therefore reliant on FTS for income generation coupled with first class customer service.
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OUTBOUND TELESALES - TELECOMS
Client
A UK telecoms company undercutting the leading national telecoms provider on price, whilst maintaining quality of calls and customer service.
Objective
To overcome the apathy of small businesses towards change to a cheaper telecoms provider. Plus, if a new customer switches provider, to help ensure that they don't revert to their previous provider when queried about their termination of service. (The incumbent's established market profile helps them to persuade 25% of terminating customers to reverse their decision.)
Solution
The FTS outbound team called sole traders and companies of up to 15 employees to propose a switch in telecom supplier.
Outcome
FTS has been highly successful at selling the alternative telecom product/service with only an 8% cancellation rate … versus a 20% industry expectation. This is due to the quality of each FTS call using a persuasive and effective sales pitch.
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