INTEGRATED RESPONSE MANAGEMENT
CASE STUDY 2: HIGH TECH HEALTH
In 2009 High Tech Health approached ReynoldsBusbyLee (RBL) as they were concerned about their incumbent contact centre handling all acquisition activity. Our client was concerned that as their activity grew, their supplier would not be able to keep pace. High Tech Health were looking to source, brief and train a new contact centre partner to support its planned growth from DRTV acquisition.
RBL initially completed an assessment of the incumbent contact centre and determined that the growth plans outlined by the client could not have been met by the contact centre.
RBL then followed the approach outlined in our CONNECT model for response management (see link) and developed a invitation to tender (ITT) before approaching an approved list of contact centres with the relevant DRTV and multi-channel response handling experience required, and with sufficient capacity to support both medium and long-term growth plans.
RBL managed the ITT process and negotiations on behalf of the client before accompanying the client on site visits to the short-listed centres to ensure a cultural fit between the two organisations. Having agreed terms with a new contact centre RBL then supported the client as it exited from the incumbent centre.
In addition RBL created briefing and training materials alongside a call script guide for the new contact centre and then trained the new centre alongside the client in advance of switching over the activity to the new provider.
Our client then asked RBL to provide detailed management of the new contact centre for a month to ensure that the activity was bedded in well before transitioning the management to the in-house team.
The change in routing of the calls to the new contact centre took place overnight within six weeks of RBL's appointment. The new centre handled response with excellence from day one, immediately improving on the results of the old contact centre even at the peak of its performance.
The contact centre appointed by RBL is still serving the client’s needs to date.
“Wow - this is an excellent start and already we can see the progression - it’s like Black and White TV to HD Sky Plus . . .”
James Lee, Group Marketing Manager
* Source: SCI Sales Group 2014