Challenge
One of the world's leading providers of wireline and wireless communications in the United States, with more than 80 million access-line equivalents and more than 67 million wireless customers, was in search of an outsourcing vendor to handle highly cyclical marketing campaigns. This initiative would require a high level of personalized service and direct legacy-systems access. To fully manage the various programs targeting both consumers and businesses, the vendor would need to close sales, interact with multiple legacy systems, and optimize first-call resolutions to support direct-response advertising campaigns, such as mass media (TV), direct mail, bill inserts, internet response, and telemarketing (inbound and outbound).
After a national search, the client partnered with Qualfon, deciding that our team was the most qualified to provide complex sales and customer care and meet their increasing demand. The Qualfon team was the first vendor in the country to interface with this client's legacy systems. As the telecommunication's industry portfolio of products expanded, the client realized a need to provide packaged options and flexible, virtual call center management in order to support multimedia campaign-driven marketing. The challenge included the sale and service of wireline, wireless, and Internet products and services.
