Case Studies
LEADING FMCG MANUFACTURER

Omni-Channel Consumer Care team
The challenge

To provide an Omni-Channel Consumer Care team for our client, managing voice, email, whitemail and multiple social platforms across multiple brands,
Our client needed a team to manage contacts from consumers both within the UK & Ireland alongside also managing B2B contacts.

Our Solution
  • A dedicated Contact Centre team of 7FTE headed up by a Team Leader.
  • Flexible model in place to manage seasonal spikes throughout the year.
  • Fully blended team managing contacts across phone, email, whitemail and Social.
  • Bespoke training programme designed to provide a robust Induction to all new starters.
  • Integrated CRM solution for complaint management and insight reporting with unique features built to support critical alert procedures.

Results

  • External mystery shopping benchmarked our team at No.2 against 7 other FMCG brands. An increase of 4 places vs 2014
  • Annual SLA’s exceeded across all channels

Case studies

Connect with us


Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs



WATCH OUR SHOWREEL
CPM JOBS
Top