Overview

The client, a prominent player in loyalty card programs, serves a diverse clientele, including renowned brands such as Arsenal. They offer an exclusive loyalty card valued at £7000 annually, redeemable across a wide array of partner establishments including supermarkets, food chains, lifestyle brands, and renewable energy providers. The client collaborated with Riseup Labs to expand its customer base and scale operations.

The Challenge

Addressing resource needs for person-to-person outreach

Person-to-person connections are imperative in forming long-term relationships with customers. Recognizing this, the client aimed to scale up and optimize its outbound calls with prospects. However, an in-house sales team for this task runs into resource limitations and a lack of expertise. They would also need an adept team that can handle the multiple processes of calls, scheduling, and payments. Moreover, the consecutive low achievement of the monthly sales target led the client to seek Riseup Labs’ support.

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Below is a summary of the challenges faced by our client:

  • Difficulties in expanding the customer base due to limitations of the in-house sales team.
  • Lacking expertise in outbound telemarketing, with simultaneous scheduling, and payment processing.
  • Low monthly performance, achieving only 120-140 out of 300 targets, with a retention rate of 20%.
  • Elevated salary expenses for sales representatives, impacting cost efficiency.

The Solution

Mapping a solution strategy for every pain point and executing accordingly

After analyzing the client’s pain points, Riseup Labs crafted a targeted solution strategy, evaluating internal resource gaps to optimize allocations for the client without compromise. The execution phase focused on delivering exceptional results, ensuring every action aligned with the client’s goals.

Below is a summary of the solutions provided by Riseup Labs:

  • Deployed 10 FTEs with cost-effective hourly rates for outbound telemarketing.
  • Provided real-time leads and a dedicated dialer for smooth operations.
  • Achieved 10–12 customer trials per agent weekly with a 45% retention rate.
  • Scaled the team to 25 members, with plans to expand to 50 FTEs.

This page was last edited on 1 January 2025, at 11:45 am