With multiple telecom and utility providers available in practically every town and city across the United States, competition in the home services sector is fierce. Any sales advisor dedicated to this client’s business has only one chance to close a sale – there are no callbacks for undecided or hesitant consumers. Advisors must relay compelling information quickly and precisely.
Prior to outsourcing to HGS, the client operated a captive contact center quite successfully; their US-based, in-house team had sales down to a science. Client executives viewed outsourcing as an entrepreneurial “experiment” – an initiative that could satiate their curiosity about how to scale their business, operate in alternate geographies, and boost revenues.
The client contracted HGS as a true extension of their in-house operation – a partner to execute on their proven processes. Their “experiment” with HGS has resulted in a fruitful, long-term partnership, the experience and justification to outsource even more of their business, and a cost-effective sales team that now outperforms their own employees.