Inbound sales conversion

Talk Talk Logo

TalkTalk, launched in February 2003, is the biggest provider of broadband to Britain’s homes with over 4 million home phone and broadband customers.
Clearanswer has become the leading handler of calls to TalkTalk’s sales lines handling around 25,000 calls per week from customers across the UK.

Calls are generated from both customers and prospective customers by a variety of marketing initiatives including direct mail, TV advertising and bill inserts.

The reasons for calling vary between interested new customers through routine customer service enquiries to disgruntled and angry customers needing immediate help.

Clearanswer treats every enquiry as a sales opportunity for either a new product or upsell. Around 30% of all calls, regardless of source, results in a sale.

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.

Matt Hutson, Head of Telesales
TalkTalk