Real Results with MAI Voice
About the Client
Accurate Reporting with Data Management Technology
Customer Profile
Founded in 1955, Seta Corporation is a major cataloger of the Palm Beach International Jewelry Collection. The Palm Beach International Fashion Jewelry Collection Catalog is also available for syndication to business partners such as Direct Charge, Redcats, eBay, Amazon and many others.
Market
U.S. - Fashion jewelry and fragrances
Challenge
Deliver excellent customer service while meeting specific upsell/cross-sell objectives
Expertise in Ecommerce BPO Services
Success with MAI Voice's Call Center Services
Scenario
BPO Services as Part of the Team
Seta was seeking a contact center that could help enhance the customer experience while simultaneously increasing upsell performance. As a family-owned and operated company, Seta places a high value on customer satisfaction and wanted a true partnership with its new contact center and the relationship had to be flexible, fair and willing to evolve to meet changing business dynamics. Palm Beach Jewelry was also attracted by the integrated solutions MAI Voice is capable of offering with its fulfillment capabilities.
Approach
Business Processing Outsourcing Services
Working hand-in-hand with Seta management, MAI helps develop strategic cross-sell and upsell strategies. Intelligent call routing directs calls to the most proficient sellers without compromising hold times while creative incentives and a pragmatic approach to training and monitoring drive continuous agent improvement. In addition to handling inbound orders for Palm Beach Jewelry and its syndication partners, MAI also provides the following on a daily basis:
- Inbound customer service: Billing and EZ-Pay questions, product questions, where’s-my-order and complaint calls.
- Outbound customer service: Follow up calls regarding billing/ shipping issues and for orders placed on Security Hold due to credit card mismatches or other declined payment issues.
- Collections: Outbound collection and promise-to-pay follow-up calls.
- Refund/re-ship processing: Based on customer requirements.
- Customer correspondence management: Including email correspondence, chat management and Amazon and Overstock feedback correspondence.
- UPS/carrier claims resolution.
Benefits Summary
Increased Margins, Upsell Rate and Order Value, Accuracy and More with BPO Services
- Improved margins: MAI Voice delivered a 20% increase in upsell performance and simultaneous cost decrease of 10% for Palm Beach Jewelry (Seta)
- Increased upsell rate: MAI Voice succeeds in upselling 33% of all order calls for Seta
- Increased order values: MAI Voice routinely exceeds the target upsell goal of 10-12% of total order value
- Higher customer satisfaction levels: A creative incentive program drives agents to deliver an outstanding customer experience…every time