Helpdesk Operations
This Centralised Management and Communications Centre provides instruction, guidance and expertise to its customers and end users, to assist in meeting whatever inbound or outbound call centre service needs they may have – be they for sales and channel development campaigns, warranty and service support, asset management and disposition activity, RMA repair, recycling, etc …with the capacity to up or down scale call volume requirements as needed.
This facility ensures ongoing process and cost control, compliance, adherence to safety and environment standards – across all parties and all programs under its management.
Industry: Telecommunications
Retail Channel Management
The customer’s issue
The customer was looking to outsource its call centre functions as part of its ongoing national recycling campaigns. This requirement has previously been conducted by one of its partners whose core functions lay in the downstream handling of its recycling activity rather than the upfront customer activity and program liaison.
Due to the growth of the program, the increase in call volume and the fluctuating needs of the helpdesk to support its 10,000 plus end users, the customer conducted an RFQ to discover alternative services and models in the industry for the future of its program.
Rather than remain with the existing structure, they looked to Infoactiv to assist.
How Infoactiv helped:
Infoactiv managed the promotional 1800 program line, answering all queries and requests and proactively following on web requests under the name of the customers own program brand. Infoactiv became part of the customers own team, aligned with its goals and enhanced its campaign efforts.
Infoactiv was able to provide the customer with a professional managed service, successfully providing the scalability for call volumes that the customer required, dependent on the changing call demands at different stages of the campaigns.
Infoactiv also assisted the customer with logistics process redesign and cost reduction, liaising with all participants on a smooth transition and giving ongoing advice and guidance across the customer’s retail and business collection channels.
Over time, this relationship has grown and Infoactiv is now responsible for managing supply chain and logistics, call centre/helpdesk activity, online solutions, end to end program management and reporting for collections and recycling functions, together with channel development for the program.
The benefits delivered to the customer:
- Consistency of brand and image to the wider community
- Scalability to handle call volumes
- Peace of mind that the campaign was being successfully managed
- Process and cost control
- Centralised knowledge and brand protection.
- Total Program ownership from its lead provider
Have you considered…
- Reviewing how your supply chain is structured?
- Looking at how you guarantee results?
- How you effectively order and validate suppliers? Is this automated beyond existing ERP systems?
- How you ensure that the efficiencies that were designed when your supply chain was set up are still being realised – in a real sense – right across the critical path of the supply chain?
- Whether the way your supply chain is set up now is really delivering you the most efficient and effective results
Perhaps it’s time to talk with Infoactiv?
