Build Direct is a digital home improvement platform that connects homeowners and field professionals with global sellers and products. Simplifying the online shopping experience, they provide a myriad of choice materials to builders, designers, re-sellers, DIY owners, home improvement professionals, and contractors. Their primary goal is to give freedom of choice for remodeling, décor, and improvement to their customers, without the heavy pricing, and for bulk or custom orders.
Their online marketplace offers a wide range of high-quality building materials, complete with flexible payment plans, free samples, and added technical support. From flooring, tiling, decking to warehousing, and delivering products to people’s doorsteps; they do it all with competitive bidding prices. Whether it’s heavyweight supply chain goods or at-site delivery, Build Direct possesses a personal transportation network with ground and ocean logistics for end-to-end service delivery and improved purchasing experiences.
Situated in Vancouver, British Columbia since 1999, Build Direct offers visual design support to its customers as well, while focusing on enhanced service quality. Joining hands with Premier BPO in Oct 2019, Build Direct shares our cultural values of commitment and exceptional Customer Care.
Build Direct required excellent C-Sat ratings with improved Customer Experiences and a boost in closing outbound sales. The goal set by them for the Premier BPO team was to achieve 2 sales per agent per day, answer eighty-five percent (85%) of the calls received within 2 minutes, and achieve a 95% QA score. These were specified by a client grading process which is consistently met and exceeded by Premier BPO.
Build Direct anticipated Premier BPO’s offshore Philippines operations to drive Business Development forward while improving Customer Satisfaction. They expected increased upselling for pre-existing customer sales while significantly reducing operational costs to increase revenue and maintain high-quality results.