Consumer Credit Company

By Premier |

Premier's Client:

Premier's client is one of the country's fastest growing and most innovative Consumer Financial Services Company. They assist consumers who do not have enough credit or who may have had credit difficulties in the past. The client offers new, brand name, computers on a layaway type payment plan at low weekly prices. With a Guaranteed Approval Program, customers are approved for financing, regardless of their credit. If they pay as agreed, customers are also entitled to free gifts such as LCD televisions, color printers, digital cameras, and a cash rebate

Programs Supported:

• Inbound Phone Customer Service Support-Both Level 1 and Level 2 Support
• Correspondence Processing-Customer Document-Matching
• Third Party Sales Verification
• Inbound Sales

Program Overview:

• Started Customer Service initially as a pilot program in November 2004 and, soon after, added third party sales verification. By March, 2006, inbound sales campaign was added.
• Connectivity was established via a point-to-point IPLC link between Pakistan and Premier's US-based voice and data center
• Train-the-Trainer Sessions were completed in October 2004 for Customer Service and, by January 2006, inbound sales at the client's facility in Baltimore
• During the initial Customer Service pilot phase, Premier was supporting 20% of the overall Customer Service call volume. After successfully completing the pilot program in January 2005, the program grew, adding more Customer Service associates, supervisors, level 2 Customer Service associates, as well as trainers and quality assurance agents.
• In April 2005, Premier began supporting 100% of Client's Customer service call volume
• Our Quality Assurance Associates review and score 100% of all sales verification recordings (verbal contracts from initial sales calls received)
• All correspondence processing is completed within 24 hours of being received
• In March 2006, Premier began an Inbound Sales pilot program
• The inbound sales pilot proved very successful and quickly expanded to 100% of the Inbound Sales business with less than 3% failure rate (verified by third party sales verification campaign). The campaign subsequently added supervisors, trainers and Quality Assurance agents.

Savings:

• Hourly cost per associate to our client resulted in at least a 50% reduction over their in house support staff
• Hourly cost inclusive of:
  • 1. Telecommunications
  • 2. Account management and supervision 3. Recruiting, hiring, training
  • 3.Quality Assurance
  • 4.Additional trained associates to assist with one-time-only projects, or backlog
  • 5.Rent, equipment, utilities, etc.

Client Satisfaction:

• Within 30 days of starting the pilot program, Client agreed to transition twice the original call volume to Premier by April, 2005.
• In January, 2005, the Client also decided to outsource additional functions to Premier including correspondence processing and third party sales verification
• Client was extremely satisfied with Premier's high rate of sales call success.
• Client was extremely satisfied with Premier's Quality Assurance efforts, provided at no cost
• Within 6 months of Inbound Sales pilot, the client gave Premier 100% of their English speaking Inbound Sales business

www.premierbpo.com

Premier BPO Inc.
102 Country Lane, Suite B
Clarksville, TN 37043

Mark Briggs,
Chairman & CEO
(931) 551-8888 ext 2304 (office)
(931) 206-1621 (mobile)
mbriggs@premierbpo.com

Shiraz Chaudhry
Director Business Development
(310) 337-5200 ext # 4283 (office)
cshiraz@premierbpo.com