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Retail – Industrial Outbound Sales

Our client is a global leader in the supply of equipment for maintenance, repair, and operations (MRO) and industrial automation solutions. They are renowned for their extensive inventory of both new and obsolete parts, offering significant savings on these items to many sectors, including the automotive industry, goods export, and manufacturing production. They provide their services with a strong emphasis on quality and customer satisfaction

Client Needs

The client’s mission was to provide a cost-effective but exceptional customer experience across all markets within their global portfolio. The client was also preparing for global expansion and a technology and process transition. They recognised that they needed a team prepared to nurture new and existing customers specifically to increase sales and customer retention. To meet their objective and consistently provide this experience, the client required flexibility and a team of skilled business development specialists with multilingual capabilities
As a highly experienced partner in customer experience and digital transformations, DDC Outsourcing Solutions became the natural partner to help the client navigate these developments and provide a specialised resource. DDC could also offer the language skills required from one centralised nearshore location.

It's a Success! Over £3.5 Million in revenue generated.

Our Solution Summary

DDC OS and the client have created a culture of operational excellence and continuous improvements across the following solution:

  • Based in Belgrade, Serbia.

  • A team of 14 sales specialists.

  • Inbound and outbound multichannel services and retention activities.

  • The service is delivered in 11 languages across voice and digital.

    • Key Success Points

  • Over £3.5m in revenue generated. With a cost to serve of less than £300K.

  • Delivered an increased ROI and surpassed the rolling revenue requirement by 30% on average.

  • DDC provides enhanced reporting that offers flexibility and actionable insight to enhance performance and wider business decision-making.

  • Embedded a comprehensive quality framework and overarching calibration sessions to align expectations between both parties.

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    Our Solutions

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

    DDC Outsourcing Solutions Limited – Ltd No. 2151319