Web Retailer

By Premier |

Business Process Summary:
Our client is Media company specializing in web sales. The product we deal with is an herbal supplement by the name of Nature Cleanse which cannot be purchased in any stores. It's only available online through their official website - However, for a limited amount of time, one can try Nature Cleanse and the only requirement is to pay shipping and handling while the product itself will be free of cost for the fist order.

Programs Supported:
Outbound sales and follow up calls to existing and new customers
Online order entry, insertion of mission information and credit card processing

Program Overview:
We started the project with a 10 agents pilot April'09s
Train-the-trainer sessions and the agents trainings were completed in less than 5 business days
On average 10000 people visit the client's website and 2000 would become customers by placing orders online
Several thousand fill out the order or information forms but don't buy the products
We call leads from the incomplete forms and convert 20% of our cold calls in to sales
Quality assurance: all calls are recorded, supervisors give regular feedbacks to their agents and ensure that all customer's are getting being contacted in a highly professional manner 10,000 hits on the website 2,000 customer place online orders.
Data for the rest of Visitors is passed on to Premier BPO List generated for The Team of
Cold Calling Agents
New order obtained
Follow ups done
Credit Card orders Processed
Conversion Ration: 20%

Savings:
Hourly cost per associate to our client is at least a 50% reduction over their in house support staff