Carphone Warehouse – Customer Acquisition
The Carphone Warehouse Group PLC is Europe’s leading independent mobile communications retailer, generating annual turnover of £1,841.5m. Employing over 8000 people, the company prides itself on offering customers impartial and expert advice, the widest choice of the latest product and unbeatable service.
dial works in partnership with The Carphone Warehouse as part of its contact centre strategy to deliver highly targeted telemarketing programmes that maximise sale opportunities for its ‘TalkTalk’ product.
dial have a long established relationship with the TalkTalk campaign, providing teams of dedicated of Sales Agents who work exclusively on the campaign. All are selected for their ability to demonstrate a balance of sales achievement, along with a customer service aptitude – a complex and highly unusual profile.
The team have intensive ongoing product training to ensure that they can all effectively communicate the TalkTalk product offerings and overcome any objections over the telephone.
Major sponsors of Channel Four’s Big Brother show, dial works closely with the client to provide incentive schemes for staff, which include visits to the Big Brother house for staff with the highest sales figures. These incentives, coupled with motivational away days, funded by the Carphone Warehouse, make for an enthusiastic and skilled team.
In order to add value to The Carphone Warehouse, dial meet the highest level of sales conversions and customer satisfaction, this is underpinned by dial providing a verification service for all sales calls made. This ensures that customers are happy with the features and benefits of the product before each sale is completed.
“dial forms a fundamental part of the TalkTalk telemarketing channel, providing a flexible, highly skilled and motivated telemarketing team. The dial operation is focused on quality at all levels, offering the Carphone Warehouse the confidence to use dial as part of the TalkTalk brand extension.”