Nirvana BPO Case Studies - CATI (Computer Aided Telephonic Interview)

Voice Operations

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Telemarketing for a leading mobile company in the UK

Client Profile
A UK-based company delivering high quality, media-rich content including audio and video to mobile handsets at much faster speeds than any of the current operators.

Aggressive customer acquisition targets are currently driven through several glob ally dispersed c all centers.
Sales returns and customer complaints are major issues facing them.
Company keen to improve the telemarketing process in terms of both quality and quantity and therefore looking to consolidate the vendor base.

Over all solution based on rigorous process driven approach with an objective of “customized product package to the right customer at the right time”.
Process-driven approach to telemarketing:

Profiling the type of agents required for this program and recruiting based on this profile.
Extensive training program with evaluation after every module to create a crack team of agents.
Dialing strategy based on right time of the day.
Profiling the prospects based on demographics to improve conversions.
Identifying the right product package for each segment and weaving it into sales pitch.
Competitor product comparisons for effective objection handling during sales.
Training agents on key USP’s of the company and product.
Use of innovative CRM tools to reduce disposition and data entry errors.
Validating customer information during the sales c all by verifying postcode, card validity etc.
Stringent internal post-sale quality checks using our 100% c all audit capability.

Sales returns reduced to <8% compared to the industry average of over 12%.
Considerable reduction in the number of quality complaints going directly to the client.
Nirvana is one of the best performing c all centers for this campaign and is among the few centers that client is keen to nurture.
Nirvana benefited through addition of new campaigns from client’s other distributors.