Case Studies

Category: Outbound Consumer Sales

A leading financial institution, our client also ranks among the world’s top online financial services firms.

The Challenge

Assist with telesales marketing of Accident and Sickness Insurance products to personal deposit account holders, and existing insurance customers.

The Results

In less than 2 ½ weeks, our agents were able to fast-track through the SP Data orientation and client-specific training, transition onto the production floor, and reach the client’s expected performance, quality and revenue targets. In one year, we generated over $20 million in premiums and enrolled 11,000 clients per month into a new form of coverage.

A relationship that began in 2005 with only one product offering has now grown into a multi-program partnership. We’ve offered ideas for generating leads and incremental revenue that our client has leveraged successfully.

Category: INBOUND

Our client provides full-service telecommunications services including home phone, satellite, wireless, long distance, and Internet services in a dozen states.

The Challenge

A champion challenger opportunity to invigorate a stagnant channel. The opportunity focused on leads that are generated by customers browsing the web site, who pick up the phone and call.

Key Drivers

We needed to recruit a team of seasoned sales agents who were able to identify the customer needs and parlay that into a sales opportunity by building a suite of products that best suit the customer needs.  Our focus was to drive the sales of key products such as HSI and Video as key strategic offerings.

The Results

The champion challenger was a great success.  The process stimulated both parties to drive sales performance. As a result the average revenue per call increased by 2.5 times. Reasons include:

• High-quality recruiting and a unique culture for the team to thrive in.
• Our ability to master product knowledge delivery in bundled services and leverage a top down selling approach with customers.

We also implemented a blended queue to handle unpredictable volume, allowing SP Data to swap outbound reps to inbound and to be the go to vendor when volumes exceeded 200% of forecast.

In 2008, we launched outbound calling with 20 agents. Today that number has increased to over 100 seats.

Category: Outbound Consumer Sales

Our client began selling energy contracts in North America in 2000. Since their inception, they have established themselves as a leader in home servicing with a base of 5 million customers. In fact, they are one of the world’s largest energy marketers with more energy customers than all other North American energy marketers combined.

The Challenge

In November 2006, SP Data allocated 10 agents to sell gas and electricity from one of our Response Management Centers. Within a few months, we had scaled to over 100 selling agents – requiring comprehensive auditing, quality control, and significant executive sponsorship to meet the expectations of our client’s senior team.

The Results

SP Data ramped up our client’s energy sales/marketing programs within days not weeks. Our unique front- and back-end processes allowed us to coach tier one agents towards offering a better overall customer experience for a record number of sales.

In an 18-month period, we achieved over 54,000 contractual sales ranging from one- to five-year commitment plans. Plus, during a routine customer sales call, SP Data’s approach for up-selling Green Energy products was so successful it is now a customer mainstay. Our client continues to rely on us for script rewrites, objection handling and overall suggestions in regards to future marketing initiatives.

Category: Business-to-Business

The Client

As a major provider of ground, air and international shipping, our client discovered an untapped segment of their market.

The Challenge

The client’s Account Mangers and Inside Sales handled the needs of customers with shipping volumes of $8,000+ annually. However, that left potential customers under that revenue threshold virtually ignored.

The Objectives

• Find a lead source of newly established companies.
• Analyze their current and future potential for shipping services.
• Establish an account with them before the competition does.
• Communicate in a way that respects the client’s solid reputation and not draw comparisons to traditional telemarketing calls.

The Strategy

We used a four-pronged approach:

• Establish a call flow for agents rather than a “script” that could turn customers off.
• Recruit business-minded agents with strong conversation skills and ability to close the deal.
• Communicate the benefits of opening an account with our client early on, so effectively they can grow together.
• Open an account and encourage activation.

Key Drivers

Follow-up calls to newly opened accounts were made at the 5- and 10-day marks to further the conversation and stimulate initial use of the service.

By integrating the client’s systems with our internal platform, SP Data agents were able to set up new accounts through a robust online application that includes: capturing and validating credit card information for the customer and generating an active account number for immediate use.

The Results

The pilot program was so successful we were given an additional source of leads that are providing an average 10% increase in revenue from our base program.

Accounts opened are tracked on a 12-week cycle to analyze their shipping volume, and revenue generated against the overall external costs.

In Year 1, this program established over 5,000 new accounts for our client, 54% of which are regularly shipping. In the current cycle, 67% of accounts opened are producing shipments with over $1 million in projected annual net revenue.

To date, we have generated over 1.5 million in billed revenue and just under $2.5 million in annualized revenue.