Key facts

14k

+

calls were received in total for the one product recall

98

%

of calls received were answered immediately

Introduction

Customer Service

Ant Marketing were contracted in 2010 to provide an inbound customer service call handling overflow team for a world-leading food, beverage and confectionary manufacturer. We were tasked with assembling a team of 50 agents to handle inbound calls and, where necessary, hot-key transfer calls, following a product recall of one of the manufacturer's key brands. Through the success of this campaign, Ant Marketing has continued their working relationship with the manufacturer, and also provided similar services over the Christmas 2010 period, successfully manning a full team, including Christmas Day and Boxing Day.

Objectives

Objectives

  • To ensure the team was adequately staffed to handle call volumes (peaks and troughs) at all times

  • To answer each call immediately

  • To handle each call professionally and ensure that the correct information is taken from and given to the customer

Challenges & solutions

Challenges & solutions

Challenge

To ensure a strong, professional and dedicated team were built

View solution

Solution

We utilised current employees from existing teams, seconding them to the Product Recall Department to assist in handling the call volumes during the busier times of the day, thus ensuring we had a team of strong, capable, committed and dedicated agents, at all times.

Challenge

To meet the client KPIs, including call handling times.

View solution

Solution

Utilising our extensive technology, Ant Marketing is able to monitor waiting and call handling times on a real time basis, allowing us to involve further current Ant Marketing agents should it be required.

What our client said...

Through the success of this campaign, Ant Marketing has continued their working relationship with the manufacturer, and also provided similar services over the Christmas 2010 period, successfully manning a full team, including Christmas Day and Boxing Day.

Results

Results

1

Repeat business from our client as a result of our reaction time to the initial campaign, our ability to meet and exceed the client’s KPIs and our flexibility to provide inbound call handling teams within 4 hours

2

A further 1.3% of calls received were answered within 20 seconds

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