Case studies

Inbound sales conversion > TalkTalk

TalkTalk, launched its broadband services in February 2003, providing home phone and broadband services to over four million households. Talk Talk is the result of a number of high profile acquisitions. Its relationship with Clearanswer began in 1998. Talk Talk recognises the value of its customer contact services and has continued the partnership. Each week, Clearanswer provides sales support services to over 25,000 callers.

Cross selling and launching a new product > Scottish & Southern Energy

Scottish & Southern Energy supplies electricity and gas to around 9.35 million customers. Since deregulation of energy services, it has entered the highly competitive Great Britain and Ireland electricity and gas supply markets. It is the second largest supplier of energy in the UK and credits much of its success to the quality of its customer services and sales processes.

High value business-to-business sales > Wembley Stadium

The home of English football since 1923, the new Wembley Stadium opened in 2007 and quickly re-established itself as the country’s leading venue for sports and entertainment events. Operated by Wembley National Stadium Limited, a fully owned subsidiary of The Football Association, the new stadium offers up to 90,000 fans the opportunity to watch world-class events with unrivalled views of the action in state-of-the-art facilities. Clearanswer is responsible for the smooth running of ticket enquiries and sales.

Field sales verification and order entry > Care2Give

Clearanswer provides vital verification services to a variety of businesses using field sales forces. The charity, Care2Give, is one such organisation that uses Clearanswer to qualify and verify authenticity of donors. Once a supporter has been identified, the sales agent rings to verify their bank details. This is then processed by Clearanswer directly on to the charity’s web portal.

Inbound customer service > Care2Give

Clearanswer handles in excess of 1 million inbound customer service calls for a large household named blue chip company. The enquiries are varied and include billing queries, technical support and general advice. Clearanswer aims for first time call resolution by having our agents ‘own the customer’ and handle their enquiry efficiently and professionally to achieve customer satisfaction. Whilst the customer is satisfied with the outcome of their initial enquiry, Clearanswer’s agents discuss with them their current service. They then utilise the approach that all customers deserve the best, and the best value is normally to be found in taking the top service and additionally inform the customer of our clients’ other offerings that may benefit them. This approach has led to Clearanswer achieving a sustained success rate of 41% for up sales/ cross sales against all their customer service calls. So, if you require exceptional customer service with the added benefit of utilising every interaction with your customer as a potential sales opportunity then look no further than Clearanswer.