B2B Inside Sales and Customer Care

B2B INSIDE SALES AND CUSTOMER CARE

AN ICON CASE STUDY

SECTOR

Telecommunications

COOPERATION LAUNCH

2018

CHALLENGE

ICON wanted to gain an Australasian presence for its B2B unified cloud communications offering to service multinational customers and sell into small and medium enterprises.

Australia was selected as the most accessible launch location due to:

Market size
Benign regulatory framework
English language

SCOPE OF WORK

Agent Profile:

CX experience
Working knowledge of the client’s product suite
Native English language provision

Work type:

Inside sales
Customer care

Time frame:

Fully operational status was to be achieved within 8 months

WHY ICON?

Excellent Product Knowledge

ICON was already successfully servicing the client’s product in the UK and Germany

Service Provision During Australian Business Hours

ICON’s 24/7 operation facilitated operations during all 6 Australian timezones

Native English Speakers with Australian Accents

ICON supplied a core team of 6 Australians for the solution

Existing Resources for Quick Deployment

ICON was able to utilise its established UK and European teams for training and management

Project Management Approach

Agile methodology

RESULTS

Successful penetration into the Australian market within 6 months.

Achievement of all KPIs and SLAs across both inside sales and customer service activity.

The client’s footprint expansion secured its position as a ‘Leader and Visionary’ in the Gartner Magic Quadrant for Contact Center as a Service.

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For a free consultation about how ICON’s outsourcing solutions can grow your business and care for your customers in their native language, please contact Julian Little from ICON’s New Business Team.