My Transcom Experience

How to transform an inbound support service from a cost into a profit generator

About 18 months ago, one of our clients launched a new inbound service, designed to handle technical support. As in most of the support services we handle for this client, this project included no profitable activity.

But Transcom’s extensive experience in developing and launching sales services within a short timeline allowed us, after four months of starting the initial project, to begin working together in analyzing the service cost from our partner’s point of view. We started to check all possible new activities that could generate profit and contributing to improving our client’s cost effectiveness.

The defined path to achieve our new common goal resulted in a total re-organization of the technical support service; adding to each call an Up Selling and Cross Selling part, offering  new high value products and maintenance insurances.

Thanks to this initiative, our client reduced the original cost for the support service line by adding direct revenue, generated by the new sales service.

Still, we had to maintain and even increase the positive focus of the team that just had a selling task added, which we managed with the distribution of incentives offered, in a regular basis, by Transcom and our partner, always in a “special offer moment”:

Transcom Portugal distributing incentives

 

And it won’t stop! Being Transcom, and following a Continuous Improvement strategy means that we are already working on the next level…

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