Case Studies – Concert8 https://concert8.com With a world of options, which countries offer the best outsourcing solutions for 2025? Wed, 28 Jun 2023 23:46:10 +0000 en-US hourly 1 https://wordpress.org/?v=6.8.2 https://concert8.com/wp-content/uploads/2019/05/cropped-cropped-C8-Favicon-32x32.png Case Studies – Concert8 https://concert8.com 32 32 Case Study: Collections https://concert8.com/2021/10/case-study-outsourcing-collections-billing/ Tue, 05 Oct 2021 10:00:00 +0000 https://concert8.com/?p=7752 Continue reading "Case Study: Collections"]]>

INDUSTRY: TRAVEL, ENTERTAINMENT

The Client

The client is a American travel agency providing services for entertainment, corporate and leisure travelers, with satellite offices throughout the United States. Well established in their industry, the client has specialized in entertainment in particular for decades, serving world famous artists in film, music and television.

The Case

The client needed to grow their collections capabilities as their in-house team could no longer handle the existing workload. They needed an outsourcing partner that could take on the excess collections and save on cost, while maintaining the current quality of work. Many vendors the business needed to collect from were large corporations in the hospitality industry, so agents needed to be extremely professional.

The Solution

The client wanted our agents to match the results achieved by their in-house team as they would be completely replacing them so the client could use them in other roles. Thus a rigorous hiring process was implemented on the client’s behalf. All candidates were made to pass multiple tests designed by Concert8’s Human Resources team, and then they would be personally interviewed by select members of our management team, and then a final time by the client themselves.

Training materials were provided by the client, but as our team gained more experience Concert8 also built additional knowledge guides to be used along with, and improve the efficacy of the
materials provided by the client. A key challenge of collecting commissions was getting through gatekeepers in financial departments within the respective properties to get in touch with the decision makers that are able to issue payment. The client provided the Concert8 team with their recommended script to follow to collect commissions, however the team was eventually allowed to make modifications as long as standard procedures were followed.

With our agents’ improvements made to the script and calling strategies, Concert8 managed not only to match but exceed the client’s in-house team’s performance. By delivering multiple follow ups via outbound calls, invoices, and emails on a daily basis, Concert8’s collections agents managed to achieve a high success rate and went as far as to collect the highest single commission from a property in the travel company’s history.

]]> Case Study: Live Chat Support https://concert8.com/2021/06/case-study-live-chat-support/ Mon, 21 Jun 2021 10:12:00 +0000 https://concert8.com/?p=7737 Continue reading "Case Study: Live Chat Support"]]>

INDUSTRY: FASHION, E-COMMERCE

The Client

The client is the Canadian subsidiary of a globally recognized clothing brand. Over the years their product line has grown to include a large collection apparel and accessories. They have hundreds of retail stores internationally, and thousands of additional third party retailers.

The Case

The client was rapidly growing their online presence, which resulted in a high volume of support tickets on their e-commerce website through chat and email. The volume was beginning to overwhelm their existing support staff. While a solution was required sooner rather than later, the client did not have previous experience outsourcing support staff, no live chat related training material, and a large product catalogue that support agents would need to learn in detail. The goal was to both provide customer support to take volume off their internal teams, and to drive incremental sales through their website.

The Solution

 
 

The client’s ecommerce processes had been built organically. No formal procedures or training materials were in place for a live chat support program. Brand new training procedures needed to be created and implemented by the Concert8 team. We worked cooperatively with the client to adapt existing product training materials into a complete live chat support training program that could be replicated over time. Various materials including but not limited to, training videos, Q&As, and manuals were created on behalf of the client.

The client only had a small team for dedicated customer service (the majority of which were responsible for other tasks on a daily basis). By offloading their chat support to our team 100%, their internal team was able to better focus on responding to email inquiries. Simple questions about store locations and return policies were handled instantaneously via live chat, instead of a complex
trouble ticket handling process. Utilizing live chat support rather than phone or email also had the added bonus of increasing customer loyalty and satisfaction by ensuring customers received responses far more quickly. Each agent managed to improve the quality of service provided, achieve consistently high customer satisfaction scores, and answer over 200 inquiries per month.

Concert8’s live chat agents were also successful in helping drive growth in revenue and sales. They assisted clients in choosing clothing to purchase and helped upsell products, and also encouraged buyers to sign up for discount codes to increase the likelihood of future purchases. Timely assistance from our agents through the checkout process and providing store locations when requested also helped drive further sales for the client both online and in-store.

]]>