A customer service project
Client
We were approached by a large London advertising agency, to work on behalf of their clients an international food trade board.
The food board, acts as a link between Food, Drink & Horticulture suppliers and existing and potential customers throughout the world. Their objective is to develop markets for suppliers and to bring the taste of their food to more tables world-wide.
The scheme was based on an on-pack promotion through the a large supermarket chain.
Packs of beef was printed with a special promotional code. Customers purchasing the beef would then have to go to the board’s website and enter their details and that of the promotion code; this would allow them to enter a draw to win a Sabatier knife block set. Two prizes were to be awarded every day for fifteen days. The sole means of entering was by the internet.
Objective – Task
- To respond in a positive manner to all customer queries presented in relation to boards on pack offer.
Activity
- To provide an 0844 number for the sole use of this promotion
- To name this number enabling calls to be answered in the client’s name.
- To ensure a trained resource of contact centre agents were available to answer all customer queries in relation to this promotion between the hours of 8.00am to 9.00pm, seven days a week throughout the promotional period.
- To provide the London agency with full reporting of call volumes and query times on a weekly basis.
Result
- 100% of customer calls were answered. All queries were successfully managed. No calls were referred (transferred) back to Orbital’s client.
