Boardroom Lowers Costs While Providing an Outstanding Customer Experience
CHALLENGE:
Boardroom Inc., the parent company of Bottom Line Publications, had a new idea for their infomercials: present the products, and save the call to action until the last three minutes of the pitch. And it worked really well. The only downside to the immense number of calls that the infomercials generated, was that the inbound call fulfillment center was quickly overwhelmed by the enormous surge in volume at the end of the programs.
SOLUTION:
Boardroom turned to LiveOps as an outsource partner for Direct Response efforts. LiveOps has been able to consistently provide 99.5% call coverage as well as extremely high conversion rates. Not only has this increased Boardroom's bottom line revenue, the quality and experience of LiveOps' 20,000 independent professional agents protects Boardroom's hard-won reputation for quality products and customer service. To further enhance revenue, Boardroom leverages the LiveOps Revenue Maximization program, focused on cross- and upsell opportunities. Being mindful of protecting Boardroom's reputation for quality, LiveOps customizes each offer for each caller, offering only additional products that are closely aligned with the caller's needs. These efforts have resulted in an increase in program profitability of 20-40%, without negatively impacting the customer experience.
BENEFITS:
- Increased program profitability by 20-40%
- Consistent call coverage of 99.5%
- An additional 1,200 agents sourced in 12 hours to cover new media buys
