Our client is a European leader in the online / offline retail sector.
The key objective of this project was to accurately and efficiently manage telephone orders from end users after viewing the client’s product catalog. This is mostly an inbound project, voice support, but a small percentage of support is offered by chat. The team has to take and register orders from the final users of our customer. Beside managing orders made from catalogs, our agents also offer all the necessary information to the final user and assist them in all their actions.
Cross-selling and up selling are also part of the day by day activities. Our agents are double skilled offering support in Italian and French.
We also implemented an ad-hoc solution for this customer, creating a dedicated team of expert marketing operators, together with a dedicated Italian and French team coordinators, who are always available during operational hours.
The quality and quantity standards are constantly monitored through internal, ad-hoc, prearranged conversations and meetings involving the team leaders and project managers. This approach ensures we comply with both the UNI ISO standards and the privacy legislation of the different countries with which we deal.