The Client

This client comprises two of the UK’s leading communications businesses, serving over 25million customers in the UK.

The Opportunity

SCO has been working with this client since 2011. The relationship started when SCO identified that there were leads within their data that the client didn’t have capacity to pursue (viewed as low priority), and SCO recognised the opportunity to convert them. When the client acquired another specialist communications business in 2016, we expanded the focus of the campaigns we run for the client to include cross sell opportunities across the two brands.

Our Solution

Bespoke Campaigns

We have worked in partnership with the client for 13 years, and the campaigns have changed and evolved over the course of our relationship. Our monthly and quarterly review process allows us to review both performance and opportunity. We currently run campaigns focused on: Upsell | Cross-sell | Additional product sales | Retention | Sales

Every executive completes a rigorous training programme, designed specifically for the campaign supported by live reporting for agents, SCO and the client. Active call listening and measurement against bespoke scorecards gives us instant insight into both quality and KPI performance, and gives us quality information to use in frequent coaching and 1-2-1 reviews.

Our rigorous programme of learning, coaching and review ensures that every agent has all the skills and knowledge to create great customer experiences, comply fully with regulation and maximise conversion in the right way.

Our Approach

Becoming an Extension to the Brand

Our ‘boutique’ approach means that we can focus each campaign, and every agent in a way that reflects the culture and style of both businesses we support

We designed the campaigns with business personality and ambitions front of mind: from recruitment, training and coaching through to measurement we have a team in place that is a true extension to the client’s brands, giving them the capacity to do more with their customer’s satisfaction at the heart of every conversation.

Our IT infrastructure allows us to integrate our systems with the client’s, using the highest standards of security and network stability to enable us to run seamless campaigns without downtime.

Adding Value

Our aim is always to do more and to offer solutions to enhance opportunities. During the business review process we actively identify opportunities to add value to every customer interaction.

About SCO

Step Change Outsourcing is based in Stevenage, operating primarily as a contact centre. We partner with some of the UK’s biggest brands and we are experts in acquiring and retaining customers by providing outstanding sales campaigns as well as delivering brilliant customer service campaigns. We are proud of our unique offering, delivered by a team of highly trained experts supported by a combination of analytics and the latest technology.

About
Step Change Outsourcing

Founded in 2009, Step Change Outsourcing provides outsource solutions for customer engagement campaigns on the phone and online.

Working with some of the UK’s best known brands, we are experts in acquiring and retaining customers by providing sales campaigns as well as delivering brilliant results.