National Call Center Management


The Challenge
This national call center management company was seeking to expand their services used by deepening their relationships among current customers, while seeking new customer acquisition. The goal was to break out of their mainstay services of claims management, account receivable processes and traditional customer service calls to expand to customer acquisition, cross-sell and up-sell, and overall customer loyalty programming.
The Approach
Brand Connectix consulted this leading call center management company on how to better position the breadth and depth of the services they could provide. We outlined and positioned these new focal services across the customer relationship life cycle. We framed different services and made connections logical to new corporate functions, including how to position, target, and reaching out to members at the various lifecycle stages.
The Results
The new positioning approach created by Brand Connectix improved the sales pitch and business development process for existing account deepening and new account prospecting. This ultimately broadened their industry opportunities outside their traditional telecom area of expertise.


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