Overview: A small UK mail order catalogue company was looking to grow their already successful business. In order to allow them the time they required to successfully manage and market their business they needed to outsource all the activities they were currently undertaking in-house.

Customer Service, order processing, picking and packing of orders and the shipping to customers in order to allow them the time required to successfully manage and market their business.

Solution: We installed our Contact Centre CRM system and dedicated phone lines on site to support the order entry and cash collection aspects of the project. A dedicated team of agents were recruited and trained on all processes, call handling, order processing and all reporting requirements prior to the project go-live date.

Additional training was undertaken with the client so that the agents could understand their culture and increase their knowledge of the product range. This enabled our agents to successfully handle order enquiries and also gave them the opportunity to up-sell the clients products.

Linking the front end CRM tool directly into our fulfilment system allowed for higher volume, same day despatch of orders.

Benefits: With Sykes handling all aspects of order entry, financial management and fulfillment, the client has been able to spend valuable time developing their product range and marketing their business. This has been realised through the increase in orders shipping year on year.