How an Outbound Telemarketing (OBTM) Campaign Increased Sales Per Hour by 300% in 2 Months
Summary
The Client
A leading provider in the global fresh food and meal kit industry.
Services Needed
Outbound telemarketing (OBTM) to re-engage previous customers.
Client Overview
Our client is a leading provider of fresh food meal kits in the US. With a tiered pricing model, they deliver the raw materials needed to prepare home-cooked meals with no planning or hassle to their subscriber every week. Their meals include everything the subscribers need to prepare carefully planned meals with locally sourced ingredients. By utilizing data-driven technologies they have positioned themselves to effectively and efficiently distribute food while completely revolutionizing the fresh food meal kit industry. By leveraging weekly touch points, our client is able to optimize their customer experience and their return on investment (ROI).
Objective
Akorbi BPO’s primary objective was to provide a customized and comprehensive business solution which would significantly improve the client’s overall sales performance, provide exceptional customer service and manage their customer support needs, resulting in an enhanced customer experience and an improved return on investment (R.O.I.) to our client. This case study provides a high-level outline of our current program performance results and our value proposition to our client.
Client’s Previous Solution
In the past, our client had outsourced to several international vendors in San Salvador, Belize, the UK, and Croatia. After 2.5 years, the incumbent providers were averaging a .55 to .65 sales per hour (SPH), far below the desired target of 1 SPH.
The Scenario
Akorbi BPO launched a 25 agent OBTM “pilot” for the client. We provided the required secure infrastructure, human resources, recruiting, technology and a proven, highly competent operational management team.
Program Overview
After launching in our Dominican Republic site, the client agreed to a twenty five agent, 90-day pilot program with Akorbi. The success of the pilot program was based on achieving a sales per hour (SPH) of 1.0 or better. If Akorbi achieved this sales objective, the program would then move on to a full “production” program. The pilot was launched in November and the SPH immediately began to improve. By December, Akorbi was the number one BPO vendor in all categories for our client.
