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.

• 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).

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.

STAGE III
• Campaign goes live.
• Ongoing control & monitoring of results as well as regular reporting (on-line, daily, weekly, monthly).

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