Pa
Marketing Promotion
The key to strategic relationships
nthe business of outsourced contact centre
activity, the development af a strategic
relationship’ s frequently quoted as the
desired goal - by agency and client alike.
However the key question hereis whether
deemed prohibitively
vwouldhave undermined the
brandandbusinssethos. _atany branch, prioritising
Instead,tcreatedavitual —thosewiththemest
Contact centre,basedon —_appropratelocalknow-
Content Gur’stecmnology. _lesgetohandle thecal
Thisprovidedtheeffciency Fae rem diminishing
ainsofacentaised Progeesie's brandvalus,
operation without changing thenewsystem hashelped
anynumbers,elecating —_thebuidingsociet dlver
anystaforphysicaly ons commitment totigh
onsoliatng any stes, quality customer service
Phoneenqurescannow through deccated ical
Deroutedtostiledadisers expertise accoraingto
Oa ed
3
5
Rank Rank Ag over Change Gross profit
2ott 2010 20m (em) 2010 Em) “(4D 2011 (Emm) 2010 (Em)
1 nla Capita 2350 3350 23 nia fa
23 Teleperformance 50 1020 25 450 380
34 Arvato UKE ireland 38 883 it na ni
46 Firstsouree Solutions 940 733 201 la la
55 TheListening Company 359 a2 58 Bs 38
6 7 HEROtse 62a a 25 189 49,
78 LBM Direct Marketing i ai ti BS isa
3 ceMuK 23 22 52 nla ni
6 Marketing 991/202
Progressive takes the virtual route
expensive buttocentralse Branch staff waking tandem with virtual contact centre
Declan Noore, east sales
‘andmarketinga the
builing society
“thas exceeded allour
expectations uniting what
wasadsparaetelephony
system yt giving our
branches complet control
at alocalleve. Operational
costshavebeen const
erably lower than we
forecast’ saysMoore,
Change
oo
a
15a
na
la
53
268
08
la
Stat Live
operators
26344 2.600
70006000
3000 1000+
30006500"
ai 3750
Sai 5283
20801900
72407500
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