Support Analysis
The company was challenged by the high cost of telemarketing in the UK and the fact that several of its competitors were already leveraging India to significantly reduce call-centre costs. The client went through a formal vendor selection process and identified Navastar's partner as their exclusive vendor in India supporting this application.

Initially an experienced migration team was sent to the client site in the UK to understand quality and operational processes. A dedicated team of 30 agents were recruited and trained. The training included pre-process - British accent, cultural familiarization, customer service skills followed by Client specific product and process training.

Representatives from the client side were onsite for product training and to oversee the launch. Subsequently there has been a continuous presence from the client at the offshore centre overseeing the day-to-day operations of the campaign.

The database utilized captured relevant customer information, tracked individual conversions, and facilitated effective conversion of prospects into cardholders by employing efficient marketing methods.

The offshore centre was able to meet and surpass the Sales Per Hour (SPH) target, maintaining all other program performance metrics (Quality, Average Handle time, Conversion Rate, etc.) within 7 weeks of program launch. The program will ramp to a hundred positions in 2003 for the UK market simultaneously commencing telemarketing activities for the US market.

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