The Wine Merchant

The Client

The world’s largest mail order wine merchant, operating within a number of instantly recognisable brands. Available in different wine clubs around the world, Direct Wines operates various outbound campaigns targeting both new and existing customers.

The Problem

The company wanted to increase sales revenue through maximising sales with current customers and re-engaging with its lapsed customer base. In addition to this work, the client was also seeking to test out a number of new routes to market for new customer acquisition and also to implement the trial of new campaigns and subscription offers. The client needed a contact centre with a proven track record for sales and previous experience of working and developing new test approaches to the work.

The Solution

RSVP has a legacy of starting up new sales campaigns. The in-house sales manager was able to draw up call-flows and scripts and plot accurate customer demographics for each new route to market. This was work was carried out in development with the client and examined in granular detail the most effective campaign activity times, to maximise sales and drive new business.

In addition to this, RSVP began work on various existing campaigns. We have been able to tailor our own unique in-house sales training to the client’s product and supplement this with the client’s own training. Operators are given extensive training in oenology, in order to inform the work they do on the phones. Key to success with the sales campaigns is extensive knowledge retention. Once again, RSVP’s low staff churn levels has meant a consistent and reliable knowledge base has been kept on the team, with very little need for re-training of new operators.

RSVP continues to consistently perform above the prescribed sales targets in addition to developing several new bespoke approaches to test data and trial campaigns.