Industry Markets > Catalog/Retailing

At The Connection®‚ we handle calls and emails for many of the large and medium sized catalogs in the Catalog Age Top 100 listing, providing world-class customer service and exceptional sales and upsell conversions. With over 29 years of award-winning call center experience, we will proactively exceed your business objectives and goals through superior account management, sales certified agents and state-of-the-art technology.

Sales and Customer Service - Leading National Catalog Company
One of the nation's largest lifestyle specialty catalogs and eCommerce company was outsourcing their sales order processing calls to The Connection. Due to our exceptional performance, they began sending us customer service overflow calls during their busy fourth quarter. Since then, we have become the primary customer service call center for the company, handling 80% of their customer service calls, email response, e-commerce and all of their sales order processing for the last five years.

Services Provided Include:
		Direct connection to client's online database system.
		On-line information in "pop-up" or help screen allows operators to answer questions regarding retail outlets and other commonly asked questions.
		Full customer service including: processing returns, filling backorders through stores, etc.
		Web technical support for online auction site.
		Product troubleshooting with outbound customer service follow-up calls.

Catalog Order Processing
The Connection® provides complete catalog order processing, catalog requests, customer service and information line for a large catalog client. Domestic and international callers may order catalog items, request a new catalog or check on the current status of their order. The Connection® agents will attempt to upsell or cross sell each caller based upon the product which they are purchasing.

System Features:
		Receive calls via 800 inbound number and attempt to sell/upsell as many callers as possible.
		Customized database including product description and price for over 10,000 products.
		Inventory is continually updated with new products and price changes as needed.
		Turnkey order processing including multiple shipping and payment options, credit card authorizations, customer service and order fulfillment.
		On-line script ensures high percentage of data capture, even if a caller does not place an order, as lead generation for database.
		On-line information in “pop-up” or help screens allows operators to answer questions regarding tour information, fan mail, retail outlets, and other commonly asked questions.
		Customized call reporting.
		Enhanced call routing options including automated menu selection and call overflow in place to facilitate cost-effective handling of large call volume spikes.
		Credit cards are authorized then downloaded daily to the client for fulfillment.

Direct Retail and Online Retail Organization
History
The world's best selling notebook carrying case brand and leading provider of accessory products for the mobile lifestyle began their search for an outsourced call center organization. This case brand and accessory leader wanted to continue their efforts in providing excellence with inbound contact center services and improve their customer satisfaction.

Company Goal for Outsourcing

• Provide full customer service including utilizing the RightNow Technologies CRM system.
• Work with multiple customers at once.
• Have the ability to reduce redundancy from order to order.
• Customize agent’s home screen.
• Understand system and direct monitoring of agents.
• Develop response templates for emails
• Attachment capability for emails
• Email auto response ensures customer knows we received their email
• Understand the ability to see emails and private notes all in one screen
• Links menus allow the user to link to client-related web pages
• Point and click interface—no complicated commands
• Audit log allows us to track changes and which agent drives each change
• Reporting functions
• CTI compatibility
• Provide technical assistance for their online website.
• Improved customer satisfaction service level ratings
• Quality RightNow and Aspect ACD reporting
• Product troubleshooting.  Outbound customer service follow-up calls.
• Reduce cost.
• Keep Quality at 95% or better.
• Reduce talk time.

Key to Success
Based upon our exceptional customer service, The Connection was able to exceed the company goals and become the primary customer service call center for this world’s best selling notebook and accessory organization.

Tasks to Accomplish Success

• CSR’s receive a full two week intensive client training including extensive product knowledge where CSR’s learn hands-on trouble shooting procedures for all of the products and technical applications.
• CSR’s are ‘incubated’ where they are heavily monitored and brought in for focus groups specific to areas they need additional training on.
• Access to client’s database gives CSR’s full details of customer’s profile for optimum ‘white glove’ treatment of customer.
• CSR’s walk new customers through the various products in order to provide the customer with the best product for them.
• CSR’s handle the entire customer exchange experience and offer suggestions for replacements -VS- returns.
• Online scripts ensure CSR’s have a high percentage of data capture.

Summary
Our exceptional customer service provided a one stop experience for this large provider of carrying cases and accessories. The Connection successfully exceeded our client’s objectives by exceeding all client goals which resulted in a positive, long- term relationship.