Overview

A leading Renewable Energy company specializes in providing solar panels and hotkey solutions to residential and commercial customers. With a strong commitment to sustainability and innovation, they aimed to expand their outreach and improve customer engagement through effective appointment-setting. This case study explores that journey and the role of Riseup Labs who provided a robust outbound appointment system.

The Challenge

Maneuvering management and operational hurdles

Due to management and operational challenges, the client struggled with meeting its performance targets. This trickle-down impact resulted in missed outbound appointment targets and a high attrition rate. Furthermore, this resulted in call agent absences during critical dialing hours, thus
affecting campaign continuity, and losing customers’ trust.

Benefits of Hiring a Team for Your Business

The challenges are outlined below:

  • Ineffective management resulted in operational hurdles.
  • Weekly appointment targets were consistently unmet.
  • Monthly attrition rates of 10-12% were driven by poor management and infrastructure challenges.
  • Frequent agent absences during key dialing hours hurting campaign progress.

Strategies and Adaptions: An Inward Look

Identifying adaptation needs to address clients’ pain points

For Riseup Labs, designing an effective client strategy involves two core steps. First, by conducting a thorough analysis of the client’s pain points. Second, by doing an internal review to assess resource allocation, limitations, and refining the strategies. Together, these steps ensure a customized, efficient approach that wholistically resolves client challenges.

The Solution

Improving outbound appointment rates, enhancing outreach, and optimizing operations.

For this case, Riseup Labs employed a multi-tier dynamic solution that, while focusing on customer outreach and hitting appointment targets, also addressed operational inefficiencies.

Project Outsourcing Examples

The solutions are as follows:

  • Deploying a team of 12 skilled agents and 1 experienced team leader, all working full-time on the client’s campaign.
  • Ensuring 8 hours of daily dialing, with a total of 176 hours per month.
  • Providing dedicated dialer access and utilized the client’s database for efficient outreach.
  • Active managing of operations by a team leader with prompt issue resolutions.

This page was last edited on 1 January 2025, at 11:29 am