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Leading Online Company Profits with Live Phone Operators

The Client

The Client is a worldwide market leader in online hotel reservations; provider of fast, secure and easy-to-use booking system with access to over 35,000 hotels, inns, B&Bs, and resorts. The Client was losing online sales due to both seasonal and irregular network congestion. They believed that frustrated customers were abandoning the sales process when browsing seemed too slow. Factors beyond their control did not allow them to “fix the internet”.

The Challenge

The Client believed they could save these abandoned sales by making their online reservation system available over the phone, allowing potential customers to talk to a live operator 24/7. They decided to provide a prominently displayed toll-free number on their website believing that live operators could keep the customer on the line until closing the sale during congested periods.

By electing to outsource, they hoped to find a single experienced call center could cut costs by managing both incoming phone sales and customer service for cancellations or reservation modifications.

Results

By boldly choosing to support their online business with live operators, they discovered that far from cannibalize their online channel, they strengthened it, even created a new channel of dedicated phone customers, and simultaneously offloading management of customer service requests to Callbox.

  • Customer confidence increased phone channel sales across the board by attracting customers who had not and would not use the online system.
  • Repeat sales increased due directly to Callbox agent friendliness. Customers regularly requested the Agent’s name, and requested the Agent by name on subsequent calls.
  • New and more customer-oriented sales outlet
  • Reduced costs by more than 50% per customer

Callbox Drove Sales and Customer Care in One Campaign for Cable Retailer

The Client

The Client is one of the premier retailers of Dish Network, the United States’ lowest priced all digital satellite provider that offers a variety of HD programming such as theater quality movie channels, educational and nature programming, Pay-Per-View HD movies, and HD broadcasts of special events, including concerts, boxing matches and professional sporting events. 

The Client offers TV and entertainment packages that are put together to give choice and value, loaded with popular options for a low price as well as very affordable equipment upgrades.

The Challenge

Kicking off the business by competing with large seasoned cable providers was a tough start for the Client. Although some in-house growth strategies were set in place, issues encountered at the frontline caused the Client to outsource a marketing campaign to help them increase brand awareness, introduce its products and services, and maintain satisfactory customer service.

The Callbox Solution

Based on the Client’s requirements, Callbox designed an Account-Based Marketing Lead Generation and Appointment Setting campaign which consisted of:

  • Account-Based Multi-Channel Lead Management which included Voice, Email, Web, Chat, Webinar, and Social Media
  • Sales Enablement & Support through Team Training, Account Setup, and Back Office Sales Support
  • Tools & Subscriptions to the Callbox Pipeline and HubSpot CRM
  • Account Management via Strategy Building, Reporting, and Product Knowledge

The Campaign Goal

  • The Callbox team was to reach out to prospects and promote the Client’s products and services, and pass the leads to the Client’s specialists for closing.
  • Discover what issues or challenges do the prospects have, and have them booked for a callback from the Client’s sales representatives

Below is the two-step campaign process:

Account Research and Selection

  1. The Client specified their target industries, location, and relevant contacts
  2. Callbox refined the Client’s ideal customer profile (ICP) which served as a basis for identifying qualified accounts
  3. Callbox came up with a list of potential contacts to target which was reviewed and approved by the Client

Account and Prospect Profiling

  1. The Client provided buyer persona profiles of the prospects that they wanted the outbound campaign to target. The profiles consisted of detailed demographic and firmographic segmentations
  2. The master contact list was segmented based on these personas, and was further grouped according to industry type

Results

  • After the lead generation campaign, the Client saw an increase in their installation numbers. They were able to cut costs by reducing in-house sales support and rely solely on telemarketing in order to sign and maintain customers.
  • Growth. At the start of the campaign, the Client’s target market was limited to Southern California. Its client base has spread over 13 states, including Texas, Arizona, and Oregon. The Client achieved a hefty 50% increase in installations per day.
  • In a display of satisfaction with the results of the Callbox campaign and as a result of the good relations between Callbox and the Client, its Sales Director scheduled a week-long visit to the dedicated team and performed in-depth sales training at the Callbox on-site training facilities. The training focused on sales techniques for both sales coaches and agents. The principles learned were shared across all applicable Callbox teams.

Callbox ABM: A Gateway to a New Market For an SG Intl Trade Agency

The Client

The Client is an agency under the Ministry of Trade and Industry spearheading the development of Singapore’s external economy wing. Its mission is to promote the overseas growth of Singapore-based enterprises and international trade. With a global network of over 30 locations, the Client offers services to help Singapore enterprises export, develop business capabilities, find overseas partners, and enter new markets. They work to position Singapore as a base for foreign businesses to expand into the region and Singapore-based companies.

The Challenge

The Client wanted to acquire foreign leads to participate in their ‘business matching’ trade portal. They targeted importers, distributors, wholesalers and manufacturers all over the US, to seed business opportunities and partnerships.

The Callbox Solution

Callbox designed an Account-based Marketing Lead Generation & Appointment Setting campaign for the Client which consisted of:

  • Multi-Channel Lead Management which utilized Voice, Email, Web, Chat, Webinar, and Social Media
  • Sales Enablement & Support that covered Team Training, Account Setup, and Back Office Sales Support
  • Tools & Subscriptions to Callbox Pipeline and HubSpot CRM
  • Account Management with Strategy Building, Reporting and Product Knowledge

THE GOALS 

  • The Callbox team was to call prospects across the US and invite them to post their company profile, and products and services to the Client’s trade portal, and emphasize on the opportunity to expand their market in Singapore.
  • Book appointments with interested prospects for the Client’s specialists to match with suitable Singapore-based enterprises.

The campaign involved two key steps:

Account Research and Selection

  1. The Client specified target industries, locations and decision makers
  2. Based on the industry and DM specifications, Callbox worked out the Client’s ideal customer profile (ICP) which served as a basis for identifying qualified accounts
  3. A list of potential contacts to target was then compiled by the Callbox team which was reviewed and approved by the Client

Account and Prospect Profiling 

  1. The Client provided target decision makers for the Callbox team to reach out which consisted of detailed demographic and firmographic segmentations
  2. The buyer personas designated as the campaign’s primary targets wereC-level and Senior Management
  3. The master contact list was segmented based on these personas and was further grouped according to industry type

Results

The six-month Account-based Marketing Lead Generation & Appointment Setting campaign delivered a total of 180 Qualified Leads, 98 Follow-ups, and 113 Requests for Information.

Research & Consulting Expert Strode Across the US Market with Callbox

The Client

The Client is a leading provider of research-based, go-to-market intelligence and business consulting services supporting expansion into emerging markets across Asia-Pacific, Europe, Latin America, and the Middle East. They have worked with over 50 Global Fortune 1000 companies in solving market growth and entry problems, and supported export promotion, Foreign Direct Investment attraction, and policy formulation programs of various government agencies in 15 countries. Its high profile clients include Honda, Philips, Kohler, Yamaha Motors, Tupperware, Schneider Electric, and the Malaysian Rubber Export Promotion Council.

The Challenge

The Client had specifically wanted to expand in the US, but lacked resources to penetrate the vast American market. Inbound, word of mouth, and referrals were their primary sources of new business. These strategies, however, seemed to have become quite laid back and ineffective as technological innovation in the sales and marketing landscape caused change in customer buying habits. Seeing the impact that this has brought to the business’ customer acquisition efforts, the Client decided to adopt a more advanced approach through outsourcing.

The Callbox Solution

The Client is a leading research and consulting firm, but now had to submit themselves to researching and getting some good advice which they all got from Callbox.

Based on the Client’s expansion needs, Callbox designed an Account-Based Marketing Lead Generation and Appointment Setting campaign which consisted of:

  • Account-Based Multi-Channel Lead Management which included Voice, Email, Web, Chat, Social Media and Webinar
  • Sales Enablement & Support that provided Team Training, Account Setup, and Back Office Sales Support
  • Tools & Subscriptions of the Callbox Pipeline and HubSpot CRM
  • Account Management with Strategy Building, Reporting and Product Knowledge

The Goals

  • The Callbox team was to profile the database and keep every account accurate and with complete information
  • Reach out and set meetings for the Client’s sales development team with Fortune 1000 prospects in the US
  • Connect with potential clients on social media

The campaign involved two key steps:

Account Research and Selection

  1. The Client specified target industries, location and decision makers
  2. Callbox worked out the Client’s ideal customer profile (ICP) which served as a basis for identifying qualified accounts
  3. Callbox then compiled a list of potential contacts to target, which was reviewed and approved by the Client

Account and Prospect Profiling

  1. The Client provided target decision makers for the Callbox team to reach, which consisted of detailed demographic and firmographic segmentations.
  2. The buyer personas designated as the campaign’s primary targets were C-level Executives and Research Development Directors
  3. The master contact list was segmented based on these personas and was further grouped according to industry type.

Results

The 12-month Account-Based Marketing Lead Generation and Appointment Setting campaign delivered 160 Sales Qualified Leads, 120 Marketing Qualified Leads, and 712 Social Media Connections.