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BPO – GBS Call Center Solutions


When a large US-based global financial services company needed to market their products more aggressively to increase revenues, they turned to GBS.

In highly regulated consumer-driven market sectors, outbound sales of financial products can be essential to growing market share - with new products and special offers introduced on a regular and ongoing basis, requiring consistent Agent training for new products and services.


  Business Challenge
 

Being in a highly competitive marketplace, our client felt the need to market more aggressively to achieve higher penetration, while maintaining lower operating costs. High targets and tight margins, together with new products and special offers on an ongoing basis, required consistent Agent training.

 



  Key Results
 

By implementing an efficient technical solution with an outbound technology from a leading CRM partner, GBS was able to increase agent productivity and campaign efficiency. After a two-week orientation period, results climbed steeply. Higher conversion rates resulted in a lower cost of sale and customer returns per agent declined. As a result of new technology and training, we overachieved on the targets defined by the client for sales per agent per day. Further improvements have been generated as a result of data analysis and functional assessments. The client has increased capacity from 30 to 100 seats. The program exceeded client expectations by 200%, with the resulting sales yielding 600%.

Whether you are a large global financial services company looking for outbound sales help, a national retailer needing to supplement your inbound call capacity, or a regional company requiring help desk services to augment 24/7 coverage to customers, GBS is your strategic sourcing choice for Call Center needs or for engineering and implementing Call Center technologies.


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