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Case studies


A successful formula

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Case studies


A successful formula

 

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.

 
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Testimonials


What our clients say about us...

Testimonials


What our clients say about us...

OUR CLIENTS INCLUDE...

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Testimonials

“Call centre operations are the first point of contact for our customers and we therefore demand the highest levels of consistency, efficiency and accountability. Clearanswer has worked for TalkTalk for a number of years and has always demonstrated flexibility and an ability to meet the demands of a highly competitive and fast moving industry in a very successful and proactive manner.” 
Head of customer experience and upsell

 “Clearanswer has provided us with an excellent lead generation service. Previously the sales team was spending too much time in the office trying to make appointments by phone. Since working with Clearanswer sales productivity per sales rep has increased by over 50%.” 
National Sales Director 

“Having worked with Clearanswer Call Centres for over six years we can honestly say they are one of the best we have ever been privileged to work with. They have consistently achieved all KPI targets, have taken a proactive approach to the managing of our operation often suggesting innovative ways to produce better results and quite often to the detriment of the revenue they would earn. We would recommend their professional approach and work ethic in an instant, and gladly endorse their organisation." 
Head of Outsourcing

“Overall, sales performance is higher at Clearanswer but what really stood out was that customer experience is far, far better. Without exception, whether or not they decided to buy, customers left the call feeling they had received an excellent service.”
Senior Account Manager

“Scottish & Southern Energy is a company that prides itself in delivering a quality service. It was imperative that any sales force working for us had to have a clear understanding of our brand, our products and our customers’ requirements. It’s quite clear we found the answer.”
Head of External Sales

“We’re very impressed with the strategic approach that the Clearanswer directors have given their business in terms of location, recruitment and selection, company culture, career planning and recognition of the importance of Customer Satisfaction and Lifetime Value. Partnering with Clearanswer will lead to the best overall long-term results.”
Outsourcing Consultant

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Examples


Making it happen

Examples


Making it happen

 

Example campaigns

Inbound sales conversion

Clearanswer now handles in excess of 3 million inbound sales calls per annum from customers and potential customers throughout the UK for a leading FTSE 250 company. 

Calls are generated from both customers and prospective customers by a variety of marketing initiatives including direct mail, TV advertising, national press advertising and communication inserts. Clearanswer now handles around 85% of all inbound sales calls for this market
leading company by continuously and consistently outperforming the other agencies employed by our client in both sales conversions and sales per hour. So if you require an inbound sales line look no further than Clearanswer for outstanding results.

Inbound customer service

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.

Cross selling and launching a new product

One of Clearanswer¹s clients, a leading FTSE 100 company launched a new product for its existing 9.35 million customers across Great Britain and Ireland. 

Based on our long-standing relationship, Clearanswer was selected to run the pilot sales campaign and after achieving great success with this pilot our client decided to turn this into a permanent product and campaign with Clearanswer as the main sales channel. So if you are considering launching a new product or service Clearanswer will provide an expert solution for your needs.

High value Business to Business sales

A national sporting venue approached Clearanswer to help them sell extremely valuable seats and boxes within their stadium.

Clearanswer¹s B2B team would contact businesses to explain how the seats and boxes represented a sound investment; they could be used as a way of entertaining clients, a staff
perk or incentive, a way of generating new business and developing new opportunities as part of a marketing and sales promotion. An appointment was then made with a senior sales executive or director of the venue to visit and finalise the agreement. Clearanswer currently has over 50 agents dedicated to various B2B projects. Clearanswer is able to provide a more intelligent way of using the telephone as an effective marketing tool to benefit your business.

Field sales verification and order entry

Clearanswer provides an on-line order entry and field sales verification service for a number of direct field sales forces.

Once a field sales consultant secures an order they ring us to verify the customer’s bank details, order details and address. Clearanswer speaks directly with the customer to confirm their understanding and commitment of the order and once confirmed we process the order directly into the appropriate order system. This verification provides an audit trail and fulfils compliance obligations by the telephone conversation being recorded. As well as improving service levels and efficiency it also has been proven to cement the commitment of the customer by receiving a sense of security by feeling involved in a professional, immediate order process. Clearanswer handles in excess of 500,000 inbound sales verification and order entry calls per annum. So, if you require an order line or a customer helpline, Clearanswer has the solution for your requirements.