INSIDE SALES PERFORMANCE VS. PRICE
AN ICON CASE STUDY
THE CLIENT’S DILEMMA
ICON’s UK-based telecommunication’s client selected an outsourcing partner in the Philippines for their inbound B2B customer acquisition activity. Incoming UK calls were handled by non-native English speakers operating in a centre with an 8-hour time differential. The client’s initial decision was based primarily on the low upfront costs offered by the supplier.
The client wanted to benchmark whether or not an outsourcing supplier that was more culturally aligned with their UK customers, could actually improve their inside sales performance.
ICON was selected for the trial due to its –
- The client shifted the entirety of their inside sales BPO activity from the Philippines to ICON in Prague.
- ICON proudly maintains a successful relationship lasting 9 years and they have since expanded their operations to include B2B technical support.
- The client has since engaged ICON expertise to help them penetrate new markets, including Australia, for further INSIDE SALES activity.