In our quest to innovate new customer management solutions and deliver the best customer delight in the outsource provider sector we are Introducing the HEROtsc SMART Series of Customer Management Solutions. We have developed the propriety SMART solutions to deliver our clients and their customers market leading services focused on providing great customer interactions and significant commercial benefits
SMART Solutions deliver:
- Increase in your revenue and cash flow by 25%
- Reduction in your operating costs on the average of 25%
- Improvement in your customer satisfaction by 5 points or more
Click on the following SMART logos to learn more about our solutions
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SMART Methodology
For specific information on how our SMART solutions have benefitted our clients, please review the following verticals.
Solutions & Partnership Benefits
HEROtsc offers solutions that are flexible, scalable, innovative and dependable. This enables us to provide consistent service quality across countries, channels and media which ultimately adds significant value to each of your client/customer relationships.
As a HEROtsc partner we focus on a customer orientated solution that is developed specifically for your own campaign. This in turn maximizes the value of our clients’ customer relationships by delivering exceptional results through:
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full outsourcing of all customer lifecycle management activities
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seamlessly integrated technologies, providing a virtual extension to your existing contact centres
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rapid and flexible programme implementation
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a loyal, skilled and dynamic workforce, delivering services aligned to your brand values
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improved customer retention and repeat business rates delivering substantial financial returns
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a flexible, fully scalable contact centre infrastructure – UK and India
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genuine market differentiation through performance management and service excellence
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best value for money and efficient management of client’s cost base
Outstanding Customer Service
At HEROtsc, we can create an environment that is immediately geared to your business drivers, leading to increased sales conversions at an early stage in the customer lifecycle.
HEROtsc has the experience and resources to plan, develop and deliver a powerful range of inbound and outbound telemarketing solutions, carefully tailored to complement your marketing activities on any scale.
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enhance your market presence
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reinforce your brand
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respond quickly to changing markets
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increase sales conversion rates
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improve repeat business rates
HEROtsc has extensive experience in delivering consistently high sales volumes via our ‘sales through service’ operations. For one of our financial services clients, we succeeded in driving up sales conversions by 40% above their own in-house target. Our target and acquisition telemarketing solutions can help you to identify, target, engage and capture your most valuable prospects.
Above all, we deliver a high quality, high value, low risk service. We specialise in enhancing customer value through clear and intelligent communications to provide you with the assurance that your customer service is leading edge.
To find out how we do it please click here to contact us
Strategic Consulting
HEROtsc is so much more than a provider of outsourced high quality calls centre services.
HEROtsc comprises a highly skilled team of customer management specialists who provide expert consultancy services, then deliver a full range of strategic solutions precisely tailored for our clients.
1. Full Outsource using Client Infrastructure
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For one of the world’s largest banks, we have delivered a 130 seat customer service call centre in one of our most rural call centres in Aviemore.
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HEROtsc provided the building, the highly skilled staff and management team, while the bank provided all of the Telecoms connectivity and IT infrastructure to connect directly into the bank’s systems.
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This resulted in very rapid training and implementation - one of the reasons why HEROtsc is now the exclusive provider of outsourced customer service for this client.
2. Full Buy-Out and Management of Client Operation
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For one of Europe’s largest mobile network providers, HEROtsc has provided highly complex solutions for customer service call centres, which were proving difficult and costly to operate.
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Over six months, HEROtsc purchased the call centre environments, buildings and technology from this organisation. We then transferred across 600 staff onto our payroll and implemented our own policies and procedures.
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Ultimately, HEROtsc has taken over complete responsibility for maintaining and improving the quality of customer service delivered. HEROtsc now delivers best-in-class performance results – and at a greatly reduced cost.
3. Co-Source Managed Service Solution
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When one of the world’s leading consumer technology companies came to HEROtsc for help in running its UK and Ireland sales and service centre, our strategy was to deliver a managed solution of all staff up to call centre manager level.
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HEROtsc transferred across more than 200 staff to the client’s own purpose built premises. Despite the complexities of the service, the programme was delivered on time, on budget and with improvements to overall performance.
4. Straight Insource
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When this global company was setting up a new mobile phone network in the UK , it came to HEROtsc to help improve the delivery of its customer services.
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HEROtsc’s strategic solution was to use the network provider’s own state of the art buildings and infrastructure. However, HEROtsc also provided up to 100 service and sales specialists on a daily basis, under the guidance of HEROtsc management.
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This team established and delivered a successful sales and service function over 18 months. This solution helped this organisation to establish itself and become the UK leading brand it is today.To find out how we do it please click here to contact us
