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Case Studies - Financial
One of the largest financial institutions in Canada selects OneTouch Direct as its exclusive outsourced provider of inbound and outbound telesales, customer retention, and customer base marketing.
The Challenge
This financial institution needed to increase its revenues through multiple initiatives and better retain its consumer and business customers. They had used internal call services to handle these programs in the past, but wanted to partner with a marketing and teleservices company that could reduce the overall cost of the programs and improve on the results. They also needed someone who could manage the integrity of their brand equity and treat their customers as if they were their own.
The Solution
This financial institution selected OneTouch as their exclusive partner for customer acquisition and customer base marketing initiatives. OneTouch quickly put credit card acquisition and retention programs in place, then launched and managed telesales programs for small business and corporate customers. To increase the success of these initiatives, OneTouch developed an internal account management team with experience in the financial industry, developed an innovative agent training program, developed compensation plans centered around quality and performance, and delivered results beyond this financial institutions expectations. As the client’s needs grew, OneTouch became a strategic marketing partner and the solution grew beyond call center execution to strategic marketing consulting and managing other external call center partners where the hours permitted. Today, OneTouch provides over 100 dedicated agents that manage over five million calls annually across Canada.
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