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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 mantingaqacnacouk

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