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Public Relations – PR & Media

Multilingual Research and Customer Service
This client is a leading PR software and service provider, covering all aspects of their customers communication needs, helping them reach, target, engage and measure their audiences.

Client Needs

The client was undertaking the extensive task of adding to and verifying their contact database, which was to be done through desk-based research and outbound customer contact. This included interacting with the contacts over email and voice channels. To further add to the challenge, it would need to be completed in German; given the required quality they would need to get the necessary results, they felt this would be “practically impossible”. Moreover, additional languages were due to be added as the project progressed, including Arabic.
DDC OS was chosen as their outsourcing partner due to our extensive multilingual capabilities. We were able to quickly identify a team of highly skilled, degree-educated people who were keen to use their initiative and deliver against the quality demands.

23,800 Profile Verifications Completed!

Our Solution Summary

  • Handled outbound customer contact via calls, webchat and email.

  • Entire service delivered in German, English and Arabic.

  • Fast and flexible implementation process with ongoing adaptation to suit the requirement in real time.

  • Represented the clients company values and brand ethos throughout the customer experience.

  • Transparent and ongoing communication with direct access to the whole team for effective collaboration.

  • Provided insight based on the information gathered withing the omnichannel customer service software.

    • Key Success Points

  • Exceeded the original target by over 2,000! The service lines increased across the term, including additional languages and customer service.

  • Accuracy and quality of data consistently met the agreed service level.

  • 23,800

    profiles varied across German & Arabic

  • Excellent communication, with solutions provided for any issues to ensure ongoing collaboration and high-quality delivery.

  • The client was keen to compliment the great people working on the project who were crucial to the overall success.

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    Our Solutions

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    The DDC Group
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    DDC Outsourcing Solutions, Manton Wood Enterprise Park, Worksop S80 2RT

    DDC Outsourcing Solutions Limited – Ltd No. 2151319