Customer Success Story
TSI’s Customer Engagement Transformation for a Leading Consumer Electronics Big Box Retailer
The Challenge
- Underperforming Outsourced Facility: The existing outsourced facility failed to meet performance targets, affecting overall customer satisfaction and sales conversion rates.
- Brand Protection Concerns: The client was apprehensive about maintaining their brand image and reputation while providing technical support solutions to consumers.
- Lack of Conversion Rates: The client needed to aggressively increase conversion rates to maximize revenue from their technical support services.
The Solution
TSI devised a comprehensive approach to address the challenges:
- Dedicated Inbound Technical Sales Team: Implemented a dedicated, professional inbound technical sales team, organized by skill level and experience, to streamline the sales process and enhance performance.
- Improvement and Training Programs: Analyzed the challenges faced by the existing outsourced facility and introduced focused training programs to enhance agent skills and performance. Also, revamped management strategies and motivation techniques for the agents.
The Results
- Improved Conversion Rates: The inbound sales team, upon deployment, achieved a remarkable 30% increase in overall conversion within the first month, demonstrating the success of the intervention.
- Consistently Exceeding Client Goals: TSI consistently outperformed and exceeded all client sales goals over the past four years, showcasing the sustained success and value delivered.
- Expanded Scope of Services: TSI’s exemplary performance led to the expansion of services provided, including customer care, tech support, dotcom pre-sales, dotcom sales, scheduling dispatch, retention, and loyalty business.
- Operational Scale-Up: TSI expanded the program to over 400 agents across four Centers of Excellence, highlighting the scalability and effectiveness of the implemented strategies.
Conclusion
This case study underscores TSI’s successful transformation in revitalizing customer engagement and driving revenue for a leading consumer electronics big box retailer through a strategic approach, improving conversion rates, and consistently exceeding performance expectations.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
