Client
Acer
Business type
Financial services
Business area
Crisis management
Acer has worked with the outsourcer for three years, which is testament to the success of the programme. Over this time they have seen significant improvements to their reseller account management handling, which has resulted in increased sales and appointments.
Client challenge & requirements
Acer was looking to employ an outsourced multi-channel account management solution. They had tried to run the programme using an in-house team, operating from their UK Headquarters and EMEA Head Office in Barcelona, but had achieved limited success.
The client had a lack of outsource contact centre market intelligence and was unable to benchmark their requirements and performance.
Acer encountered the following issues:
- Recruitment
- Retention and continuity
- Management and understanding of the core key performance indicators (revenue/potential revenue)
- No continuity of prospect to agent contact
- Remote management of resource
- Lack of outsourced contact centre market experience
- Benchmarking of outsourcers
Primary objectives
To outsource their day-to-day account management function focussing on multi-channel communication to circa 600 resellers. Increase sales, appointments made and awareness.
Outsourced partner requirements
Acer required a dedicated team of agents to run their account management programme. The outsource partner would be provided, by Acer,
with product training, a database and marketing support. Partner requirements included:
- Dedicated team of call agents with potential for growth
- A high standard of call agent with IT knowledge
- System integration (with Salesforce)
- Agents were responsible for:
- Generating sales
- Appointment setting
- Database cleanse
- Increasing awareness
Solution
We worked with Acer to create a detailed requirements brief and then distributed it across our extensive outsourced contact centre network. After receiving a number of proposals, three partners were shortlisted and presented their submissions to Acer. We managed the selection process and helped Acer, using our scoring matrix, to find the right partner. Following selection, we assisted with the implementation of the service and the continued management of the relationship between the client and partner.
The result
Success was to be measured by the number of direct sales or appointments that led to a sale.
Acer has worked with the outsourcer for three years, which is a testament to the success of the programme. Over this time they have seen significant improvements to their reseller account management handling, which has resulted in increased sales and appointments.
