Electronics Manufacturer

The Client

One of  the global top 3 of their sector. They are responsible for delivering electronics (both brown and white goods) to the global market place. The UK is a major part of their business and is often seen as the launch pad of new and innovative products.

The Problem

The client initially outsourced their contact centre abroad for the last 5 years. They faced many problems; including not being able to assess the UK market efficiently, liase and get feedback from their contact centre and having unskilled agents on the phone dealing with complex technical queries about their products. They were looking for a contact centre that could send analysis direct to their European Headquarters on a daily basis, streamline processes to bring them back in line with their key KPI’s whilst providing technical support for both consumers and retailers. This had to be delivered by phone, white mail and email.

The Solution

RSVP were insourced to work within the clients European Headquarters. This allowed us to provide the client with instant feedback and trend analysis as we were based within their offices, something that had been lacking for some time.

One of the biggest challenges for RSVP was to re-create our ethos and company values within an area where performers and skilled workers were not in abundance. By adapting our business model and recruitment policy we were able to employ the most intelligent workforce available that was clearly needed for this client and the complexities of their products.

RSVP was also able to harness the use of its parent site to provide additional support allowing the client site to remain as productive as possible,

We created an environment were learning and training was key and had a technical support team as well as a customer service team; Both working closely together to help streamline processes and hit key KPI’s. Agents were encouraged to learn and retain technical information about all the products the client sold. RSVP chose to specialise agents and focus on their skills to give the client the most impressive and efficient technical knowledge base available. We had our own product showroom and internal training documents which were delivered to the agents by our dedicated technical and training manager. It was vital to have this dedicated role as the changes in technology meant new products were being released on a weekly basis. Our internal online help site was revolutionary and the client was keen to give their customers access to this and often used our knowledge to upload information to their global site; something many businesses are relying upon more and more to streamline processes and ensure customers have 24 hour support.

Within 12 months RSVP helped the client outperform their major competitors in providing the best customer service and technical support at the highest level.