Deciding to Outsource

ShOulD yOu truSt yOur cuStOmer cOntact hanDling tO a thirD party?

Your in-house operations may be facing challenges such as a lack of funding to cover operational

costs, a need to increase hours of operations to support customer service, scalability issues

to support seasonality, growth, or product recalls. Most companies do not have the capital,

resources, or expertise to create a proactive customer care/service center. Other challenges

include the lack of skilled resources and tech-

nology expertise, as well as tools and processes

to drive quality.

How do you overcome these challenges with

limited budgets and without internal resources

to effectively manage your program? Many

companies choose to outsource with

Telerx, a customer service expert who

can provide the processes, technology,

integration, innovations and insights to

ensure that your program receives

the most efficient and effective

operations while providing the best

service to your customers. Many

industry leaders, including Fortune

100 companies such as Kraft Foods,

entrust Telerx to manage their

customer relationships.

Case studyCase study

BackgrOunD

A leading provider of household and personal care products with an in-house customer

service center was searching for a way to retain high quality customer service while lowering

operating costs. The client had several challenges to overcome including:

• Operating with a 50% abandonment rate

• Under-staffed operations to handle increased call volume due to product growth

• Outdated technology with no CRM and a limited budget for improving technology

• No quality assurance or formal monitoring process

• No documented training materials or training program

chOOSing telerx

The client searched for an outsourcing partner who could provide a higher level of service

beyond a simple phone transaction and who offered a full turnkey solution to handle consumer

contacts and collect the valuable data associated with each contact. After initial discussions

with Telerx the client quickly realized that Telerx is not a transactional vendor but a true partner

focused on enhancing the customer experience and building brand loyalty. Nearly 20 years

later the client still relies on Telerx to build and protect its brands.

reSultS

By partnering with Telerx, the client was able to leverage Telerx’s expertise and

experienced support teams to achieve the following program successes:

• Lowered the abandonment rate to under 5%

• Implemented a robust IVR to provide product where-to-buy support and offset the

cost of a live contact while maintaining customer satisfaction

• Developed and implemented a CRM system to provide valuable data capture which

saved the client approximately $23,400 in the technology investment, and $18,000 per

agent/per year for licensing fees

• Developed and implemented program SOPs and a formal training program using

Telerx’s experienced in-house training experts and learning management system

prOfile: leaDing cOnSumer packageD gOODS cOmpany

caSe StuDy - DECIDING TO OUTSOURCE page 2

caSe StuDy - DECIDING TO OUTSOURCE page 3

reSultS (cont.)

prOfile: leaDing cOnfectiOner

Internal Challenges desired solutions

High turnover

Staffing issues made it difficult to manage call volumes

Lack of solid data to drive marketing plans

Find a partner who could staff and retain the right people

Choose a partner who could manage the pro-gram and decrease the abandonment rate

Select a partner with a focus on providing a 360º view of the customer

• The client’s internal staff was able to shift their focus from the management of

day-to-day operations to concentrating on applying the data Telerx provides to

conduct analysis for R&D, Marketing, etc.

• The program has doubled in size since implementation due to additional product

launches

• The client transferred Canadian contact handling to Telerx, adding French bilingual

representatives to the team

expanDing the BuSineSS

During the course of this nearly 20-year partnership, the client has come to value the strategic

insight that Telerx brings to the relationship to help them meet their business goals. The

program has evolved as the client has continued to add product lines. Telerx not only

supports the client’s customer service needs but also the sales and continuity program for

one of the client’s leading brands, as well as claims processing and literature fulfillment.

BackgrOunD

One of the country’s largest confectioners was seeking to outsource its consumer services

function in an effort to lower internal operating costs while maintaining a high quality customer

experience with each and every contact. The client was focused on improving specific areas of

their internal operation:

caSe StuDy - DECIDING TO OUTSOURCE page 4

chOOSing telerx

The client was focused on finding a partner with the expertise and resources to help move their

consumer affairs program to the next level. The client was immediately drawn to Telerx based on

the cultural similarities that included a model of pro-active partnership and continuous improve-

ment, as well as experience with industry-leading CRM packages. Telerx’s experience transition-

ing large CPG companies from in-house operations to first-time outsourcing, coupled with its

extensive expertise within the CPG marketplace, assured the client that their consumer contacts

would be in the right hands.

reSultS

Telerx successfully handles complex customer service contacts as well as strategic cross selling,

surveys, IVR for product locator and recall support, and coupon fulfillment. Since the partnership

began, the most significant results from outsourcing with Telerx include a reduction in costs and

gained efficiencies in operational processes. Highlights of the partnership include:

Telerx SoluTionS

• Telerx successfully reduced high turnover … Telerx team tenure – 15% over 5 years – 37% 2-5 years

• Telerx successfully reduced call handling time by 30 seconds, allowing the team to handle greater volume.

• The addition of Telerx’s proprietary products, Consumer Expressions™ and Consumer Insights™ provide valuable consumer affairs information and business intelligence back to the client’s internal marketing department.

• Robust business intelligence reporting provides valuable marketing data, driving everything from product formulations to packaging improvements.

aBOut teLeRX

caSe StuDy - DECIDING TO OUTSOURCE page 5

Benefi ts of outsourcing with Telerx

• Focused on your custom-ers and protecting your brand

• Customized customer services designed to meet the unique needs of your company

• A passion to deliver an extraordinary customer experience every day

Why OutSOurce With telerx?

Nearly seventy percent of Telerx’s clients represent fi rst-

time outsourcers who have trusted Telerx’s expertise to

guide them in the transition from in-house operations.

Their confi dence in Telerx stems from knowing that their

programs benefi t from best practices utilized across

multiple customer-focused companies. Telerx has the

expertise, tools, and resources to provide a 360 degree

view of the customer, while freeing your internal work-

force to focus on your core competencies.

exceeDing expectatiOnS

Not only was Telerx able to solve the client’s original challenges, but they also exceeded expecta-

tions with program successes including:

• The client’s immediate confi dence in Telerx led them to transfer responsibility for escalated

issues from their internal staff to Telerx within the fi rst 3 months of implementation

• Telerx took over hosting of the client’s CRM system, bringing the expertise and resources

needed to manage and maintain the application

• The client continually seeks Telerx participation in feedback sessions to provide valuable

information ensuring recipes are user-friendly

• Telerx representatives conduct market-research surveys on new or enhanced products.

• Telerx has smoothly supported multiple product recalls

via the use of an IVR and follow-up phone support

Telerx, headquartered in Horsham, PA, is a strategic outsource partner that provides world class

customer care services. From its contact centers in Pennsylvania, Texas, North Carolina, and it’s

global network, Telerx helps companies enhance their customer relationships and build market share.

Telerx helps leading Fortune 1000 companies build brand loyalty and achieve bottom line results.

For more information visit our website at www.telerx.com or call 1.800.2TELERX.

723 Dresher RoadHorsham, PA 190441.800.2TELERXwww.telerx.com