Customer Retention

Client ‘win back’ Initiatives

Re-connecting with lapsed clients is hugely cost effective as they are already familiar with the client and their offering. Our Client Win back initiatives provide valuable information into what effects customer loyalty trigger points and their buying habits now. We engage intelligently with dormant customers, rebuilding trust in order to bring them back into our client’s sales process.

Customer Satisfaction Surveys

By acting as an independent intermediary we can encourage our client’s customers to give us honest feedback on the company, its products and services. Clients gain valuable intelligence which will help shape future Customer communications and product/service offering.

Telesales Mystery Shopping

Posing as a prospect or customer we can mystery shop a randomised sample of Telesales Agents, or Customer Service advisors. We will engage in and capture live conversations, benchmark the call against client KPI’s and report back all outcomes relating to customer service standards, product knowledge, listening skills, complaint handling skills. Telesales Mystery Shopping is a highly effective and mostly used to improve internal training and quality standards.

Competitor Research and Analysis

When was the last time you kept up to date with your key competitors? Knowing who your competitors are, what they say about themselves, and what others say about them will assist you with future business decisions. We carry out a complete SWOT analysis (strengths, weaknesses, opportunities, and threats). This provides a competitive snapshot in report format.