NextCall was an early-mover in the telecoms wholesale market, reselling services from BT & Energis. They had initially outsourced all of their direct sales, provisioning and customer service work. They became dissatisfied with the service their main call centre provider gave them but loved what Heroes of Telemark provided. We were resolving customer service issues, mainly. So they bought the company and those of my staff that wanted one were offered a job.
My role as Director CRM was initially to build a 120-seat call centre, then to retain customers and add value via additional services.
Borehamwood in Hertfordshire on the outskirts of London was the selected office location and initially 90 staff were recruited into the customer service function, operating 24 x 7. The methodology developed at Heroes of Telemark was adapted to train these staff. Processes were all mapped out and provided to the team.
We developed a bespoke front-end system that enabled us to extract pertinent usage information into billing, so that customer bills not only demonstrated the savings they were making vs BT standard tariffs but also offered appropriate cross-sell opportunities for additional services. Bespoke newsletters were also mailed out, with regionalised content and cross-selling products if the customer had not already ordered and they were relevant.