Client Case Studies
Leading European rent-a-car operator
We provide multilingual services for a leading rent-a-car operator, handling more than 4 million incoming reservation calls per year and 500,000 emails. Our team of some 300 employees covers currently 5 languages for 6 European countries.
Results and benefits for our Client:
- Improved quality of service as measured by customer satisfaction index increase conversation rate by 20% on average or 6 countries resulting in 50 MEUR+ additional yearly revenues;
- Gained flexibility with regards to seasonal fluctuation;
- More than 50% savings on the reservation and customer care budget.
Low cost Airline
For the leading low cost airline in Eastern Europe we provide:
- Info & reservation lines;
- Revenue accounting;
- Claims management.
Results and benefits for our client:
- Set-up of a 24x7 service with short notice;
- Better control over revenues;
- Increased customer satisfaction.
Multilingual rent-a-car broker
Our client is presented in more than 125 countries worldwide and offers all–inclusive car rental products at very competitive prices, generating some 2.000.000 web site visits per month. Our main challenge was to provide high level service 24/7 via phone, email and chat in 17 European languages.
Results and benefits for the Client:
- 40% reduction of operative costs;
- Increased flexibility with regards to ramp up and down capacities and seasonal fluctuation;
- End-to-end services provided , including inbound reservation, claims management, back-office, internet marketing (SEO / SEM) in 17 languages.
Top e-commerce retailer in France
Our client is a leading e-commerce in France with 1.2 Billion EUR sales in 2009. In order to manage its growth, it decided to outsource customer support functions to CallPoint. We have set up a team of 30 FTEs who are handling some 40 000 claims per month received via email/ white mail. Our team has access to all the different modules of the ERP system and can send within 24 hours a written answer to the consumer with the information required.
Results and Benefits for our Client:
- Reduced backlog from 5 to 1 day – fulfilling its commitment of 24 hours to provide an answer;
- Increased first contact resolution rate from 50 to 80%, thus increasing customer satisfaction and decreasing recontact rate;
- Reduced the support cost by 40%.
Large German multichannel retailer
Launching new operations in a new market, Romania, our Client was looking for an experienced high profiled supplier of full call center services portfolio with extensive expertise on the local market. CallPoint, with its experience in the e-commerce industry, state-of-the-art technology and local market knowledge was chosen as the customer care partner.
Benefits for our Client:
- Strong support during the Implementation phase not only with regards to the project but also with local authorities;
- One point of contact for various services: order taking, processing of written orders, email handling, back office, white mail handling, money refund;
- Fast time to market (4 weeks) in a entirely new country.
Top 4 provider of antivirus software worldwide
Since January 2009 CallPoint provides pre sales and post sales support to US and UK clients. Our cooperation started with 11 English speaking employees handling email requests, currently a team of 60 FTE’s at two sites services clients in English, French Italian and German via phone, email and chat.
Results and benefits for the Client:
- Flexibility with regards to additional languages and new services at very competitive prices;
- 20 % decrease of email handling time;
- 50 % increase of conversion rate due to call back function and live chat communication;
- High overall customer satisfaction rating.
Leading European Bank
For one of the largest European banks we have implemented different campaigns in B2B and B2C context such as appointment setting, customer satisfaction surveys, telemarketing cross sales, B2B info line etc.
Results and benefits for the Client:
- Fast time to market, organization of large team with short period of time;
- Broad variety of services provided by one partner, single point of contacts;
- Cost reduction through outsourcing.
Europe's leading consumer finance company
Our client is the leading consumer finance company in Europe with presence in 20 countries. For their subsidiaries in Bulgaria and Romania, CallPoint provide soft debt collection services (first, second and third bucket).
Benefits for our Client:
- Reduce the outstanding portfolio balance, resulting in mandatory reserves;
- Over 70 % recovery rate despite difficult financial and economical situation, which is above the internal results.
European mutual insurance company, bank and financial services provider
The client is nr 1 insurance company in France and top 10 in Europe with presence in 13 countries in Europe and Asia. Our team is providing inbound voice services to prospects and existing clients, giving general information on terms, answers to specific requests and transferring calls to Client’s representatives if necessary.
Results and benefits for the Client:
- All calls are answered within the SLA;
- Increased customer satisfaction leading to better brand image for our Client;
- Increased first call resolution rate.
