The client we served is a leading Australian removals and logistics business with areas of focus in Melbourne, Sydney, Brisbane, Adelaide, and Perth.
The client was looking for outsourcing solutions to handle their live inbound leads/customer inquiries generated on their website. Then, they wanted us to scope out the requirement, share the execution plan, methodology, and best pricing and close the sale by providing end-end resolution.
The main challenge was to build a team to provide a one-stop resolution to all the client's queries/ concerns and requirements. Relocation services/removalist services happen to be an on-demand specialized service. The client already had an internal sales team but was struggling to meet the rising demand for their service offerings. Also, the price factor of onshore hiring was adding to the woes resulting in unanswered queries, lower sales conversions, and an increased sales cycle.
With 18 years of experience in offering technology-driven services to over 18,488 global customers across 167 countries, Flatworld Solutions was perfectly poised to meet and exceed all the client's expectations. Team FWS was able to assess the requirement and customize the optimal project plan. FWS' collaborative hiring approach - where the client gets to interview the agents before they are onboarded along with the end-end project management, including performance management, quality assurance, and reporting was just the solution the client needed to ensure lower operating costs, increased efficiency, and faster TAT.
We exceeded the target for both increases in efficiency and conversion ratios in the sales process. The client achieved considerable cost savings due to the reduction in operational costs. We initially started with 2 agents and are currently an 8-member team and are still optimistic about adding another 6-8 team members in the next quarter.
Flatworld is a leading provider of appointment setting and lead generation services. With 18 years of experience in providing a gamut of call center services, both inbound and outbound, we dominate the sphere in local and international areas. Our agents are not only trained in identifying and engaging leads but can also easily use custom scripts to ensure success.
If you require appointment setting and sales closing services, give us a nudge and we'll get in touch and help you get started.
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