CASE HISTORIES
Customer Service Case Histories |
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Financial Services Customer Care Case History for Fortune 100 Financial Planning Company | By delivering higher quality and higher customer satisfaction, higher agent certification pass rates, and lower agent attrition, eTelecare saved this client over $400 thousand annually on this program over the competition |
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Financial Services Customer Care Case History for Fortune 100 Financial Planning Company Dalbar | eTelecare exceeded performance metrics by up to 140% helping the client win the coveted DALBAR Service Quality Measurement Program |
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High Tech Customer Care Case Study for a Leading Computer Systems Manufacturer | By driving customer care (retention metrics) and quality metrics (dispatch rate and first call resolution) performance, eTelecare created approximately $20 million in annual cost savings over the competition |
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High Tech Customer Care and Sales Blended Case Study for a Leading Telecommunications Service Provider | By investing to outperform in first call resolution, dissatisfaction rate, call handling and sales conversion rate, eTelecare created $145 more value per hour and approximately $11 million more in value annually than the competition |
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Financial Services Customer Care Case Study for a Fortune 100 Global Payments and Travel Company | By improving agent skill, quality and process to improve customer satisfaction eTelecare created quantifiable value of $4.6 million annually over the competition |
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Financial Services Customer Care Case Study Exceeding Key Quality Metrics | By focusing on the most critical metrics driving customer service, eTelecare became the number one ranked vendor while saving the client almost $50 thousand annually |
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Financial Services Customer Care Case Study Multi-Language Progam Success | eTelecare's multi-lingual agents outperformed on key metrics for the year, while improving quality and refund service levels saving the client $120 thousand annually |
Technical Support Cases Histories |
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Chat Based Tech Support for Leading Internet Service Provider | Increasing user loyalty by delivering outstanding service and increasing agent efficiency on approximately 3 million monthly email and chat sessions. |
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Tech Support and Consultative Sales Blend for Leading Business Software Developer | By ensuring issue resolution and superior customer service, and enabling sales opportunities, eTelecare has created real and quantifiable value of $42 million annually. |
Inbound Sales Case Histories |
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Fortune 100 Wireless Carrier Inbound Sales Case Study | By outperforming the competition in conversion rate, up-sell/cross-sell rates, and call handling levels, eTelecare created $104 per hour more value equating to approximately $55 million more in annual value creation |
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High Tech Inbound Sales Case Study for a Leading Telecommunications Service Provider | By consistently outperforming the competition in terms of sales conversion rates, up-sell/cross-sell rates and retention levels, eTelecare created $119 per hour more value equating to approximately $20 million annually |
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Travel and Leisure Complex Inbound Sales Case Study | By combining customer care and sales best practices, eTelecare yielded over $1 million in incremental revenue and achieved the #1 ranking in sales performance over the client's internal call center |
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Major Computer Manufacturer Consultative Technical Selling Program Case Study | By investing to outperform on close rates, financing sales, warranty sales, peripheral sales and total margin per unit, eTelecare consistently performed as the #1 provider against outsourced and internal sites for over two years |
Outbound Sales Case Histories |
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Small to Medium Business Lead Generation Case Study for Fortune 100 Software Developer | By outperforming on the most critical metrics driving revenue growth, eTelecare created $4.2 million in leads in a single quarter at a mere 1.5% cost to leads generated |
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Fortune 100 Wireless Carrier Outbound Sales Case Study | By outperforming on the key value metrics of sales per hour, call handling and customer lifetime value, eTelecare created $53 per hour more value and approximately $12 million more in annual value than the competitor |
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High Tech Outbound Sales Case Study for a Leading Telecommunications Service Provider | By consistently outperforming the competition on revenue growth metrics such as sales per hour and the lifetime value of each customer, eTelecare created $87 per hour more value totaling approximately $24 million annually |
