Inbound and outbound campaigns for a fuel & energy company


• Outsourcing of the entire customer service (B2B & B2C) for a retail petrol station network in order to increase CX efficiency.
• Handling information line enquiries, helpdesk, complains and conducting telesales campaigns.

Contact Center Tasks

• Implementation of the infoline supporting basic products and services offered by the client.
• Conducting outgoing campaigns (voice & SMS) in order to obtain new customers for the loyalty & fleet programs.
• Handling helpdesk enquiries from the employees of the retail fuel station network.
• Handling of loyalty program e-mail complaints in accordance with the procedures defined by the client.
• Automated IVR information service for participants of the loyalty program (Eg. number of loyalty points required for a bonus).

Activities Conducted

Implementation of the project in accordance with the client’s expectations.
• Selection of the project team.
• Preparation of the schedule for the implementation of the campaign.
• Development of the training materials with the client.
• Training and coaching conducted jointly with the client.
• Campaign goes live.
• Ongoing control & monitoring of results as well as regular reporting (on-line, daily, weekly, monthly).

Results Achieved

• Increased efficiency of customer service and a reduction of costs.
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