Industry Case Studies : Consumer electronics and high tech

Adding value through a New Sales Queue

Background

The client is one of the world’s leading computer manufacturers and a member of the Fortune 100. The client outsourced an inbound spare parts sales queue to TELUS International that was traditionally viewed as a cost center – one that the client needed to have to support basic customer requirements, but one that was not expected to be profitable.

Solution

TELUS International restructured the program’s staffing and call handling by implementing a new call-back queue to recover lost sales. This involved calling end users who had previously cancelled their orders. This queue was also responsible for calling end users to check if they needed assistance in the installation of their ordered parts. Under this initiative, product returns decreased by as much as 41%. Sales performance consistently improved every quarter. A well-structured sales program, that included product knowledge and refresher sales training, was rolled out monthly to ensure consistent performance.

Results

TELUS International was able to convert a queue that was previously considered a cost center into a profit center. TELUS International consistently met the client’s sales targets including close rates and average order value. In fact, the client increased sales target goals for TELUS International to as much as 72% for Close Rate and 29% for Average Order Value. By partnering with TELUS International, the client now views spare parts as revenue-generating queue, reaching yearly revenue of $35 million and margins at 50%. The client has closed the internal sites that previously handled this queue and has sent all spare parts call volumes to TELUS International.

Program Ramping with Consistent Service

With scalable network resources and a ready source of qualified agents and IT developers, we are able to rapidly launch new programs or scale existing ones with minimal impact to quality. See how we aggressively ramped a contact center program for our computer manufacturing client. In the end, TELUS International received a "Breakthrough Performance" Award from the client based on our ability to ramp aggressively while maintaining excellent performance metrics.

Download PDF

Award-winning Technical Support for Gaming Companies

Since 2004, TELUS International has served the customer care and technical support needs of some of the world's largest gaming companies. From hardware to software to social networking support, we have a wealth of experience building top-notch contact center programs. For many of our clients, we have become a source of best practices, even helping one gaming client earn a Gartner CRM Excellence award for superior customer service.

Download PDF