The Beauty Company

THE CLIENT

The world’s largest direct seller and a company that is founded on principles of empowering women to become financially independent business women, this client is one of the most recognised beauty brands in the world. During 125 years of successful trading they have also branched out in to the areas of fashion and home. Now, more products carry this name than any other brand in the world.

THE CHALLENGE

This client required a customer service team to place and track orders for their representatives. They needed a team of agents who could accurately place orders using their internal system and be able to scale up or down in size, according to seasonal peaks.

 They also required increased activity around various campaigns and promotions, involving a mixture of outbound and up selling on inbound calls. 

 THE SOLUTION 

We established a live link to our client’s system, allowing us to send real time orders to the warehouse to aid tight delivery SLAs. The dedicated core team of agents were fully trained in the brand values of the company and were increased or decreased in number, in line with promotional or seasonal activity. Agents were trained in sales techniques to compliment their existing customer service skills in order to maximise opportunities in both inbound and outbound campaigns.