Providing a total outsourced contact centre solution for Zenith Staybrite.

Background.
Before going into administration in 2008, Zenith Staybrite was established as one of the top 3 UK home improvement companies installing their products in over 30,000 customers properties annually.

Prior to 2004, their sales & marketing activity was disjointed and overly dependent on cold calling and door-to-door canvassing. With the growth in consumers registering with the Telephone Preference Service, they recognised that cold calling could not be relied upon to build their business in the future.

Following the appointment of a new direct marketing agency, an integrated multi-channel strategy was developed that would drive efficiency in sales & marketing and reduce variable costs.

Requirement.
Part of the plan called for the set up of a new national call centre to handle inbound and outbound calls as well as leads from the newly developed website.

The call centre requirement was to be in addition to the in-house regional call centres already set up specifically to undertake cold calling.

Like most of the strategy, the call centre objective was to generate quality appointments for the field sales force in the most economic way possible.

Solution.
Working closely with Zenith’s agency, OpenContact was asked to set up a call centre operation to cover all of the inbound and outbound calls as well as to deal with all enquiries from the website. This setup included:

	Sourcing new 0800 numbers to be used in future mailings
	Writing scripts and training the staff
	Reporting every month on call volumes, response times etc
	Linking into the Zenith database so that all customer records are instantly updated
	Sending the leads generated to each of the Sales Areas across the country
	Sending out brochures to any customer requests
	Notifying the recruitment officers of any job enquiries via text

Services Provided.
Brochure response handling & fulfilment
Inbound customer enquiry handling
Outbound appointment generation calls
Recruitment enquiry call handling
System integration with Zenith’s in-house database
Liaison with regional and local offices
SMS text messages to relevant Zenith management on new appointments