Learn how at centerpartners.com

An Insight

Throughout our 13 years in business we have always thought of ourselves as more than a “call center”. To us, this business is about

supporting brands and their customers in the most effective and efficient ways possible to ensure we are delivering upon our passion to

create the most engaging experiences that not only build customer loyalty and trust but also drive a higher return on investment for our

clients.

Who We Are

As a strategic partner to many of the world’s

global brands, Center Partners is a leading

provider of integrated Contact Center Services

and Web Self Service Solutions.

With 6 domestic locations and 4,000 employees, Center Partners can

provide the high value support you need.

Performance 100-percent referenceable

Never missed a go-live date

Advanced technology WPP financial stability and global reach

Facts and Proof Points

People Tenured management

Flat organizational structure

Highly engaged employees

Expertise in adult education

An award-winning suite of Customer Lifecycle Management and Customer Contact Outsourcing

(CCO) solutions providing:

Technical Support Consultative Sales

Multi-Channel Support Fraud Prevention Practices

Customer Loyalty and RetentionTraditional and Multimedia Learning and

Development Services

Our Reputation is Built on

Performance you can count on

People you like and trust

Culture that supports agent performance

Becoming an extension of our clients and enhancing the brand through expert customer interactions and innovative thinking

When exceptional customer service is important to achieving business and brand objectives

When your products, services or customers are sophisticated and potentially complex

When you are looking for trusted experts, engaged in your business, armed with proven tools and creative solutions

When do You Need Our Contact Center?

Require reliable core call center or learning and development services

Desire a partner who will be an extension of your business

Need results Delivered, not just promised

When You…

Outstanding employee engagement

Higher quality scores

Greater speed to market

Exceptional customer satisfaction

Achievement of client business goals without loss of client partnership

Benefits of Our Approach

Challenge: In an intensely competitive wireless marketplace, every contact with a customer has the potential toimpact revenue and customer loyalty. The importance of effective customer contact is the highest in an inbound sales centerwhere first impressions are formed, and new customers are won or lost. Our client, a major consumer wireless brand, approached usbecause their current inbound sales vendor was not achieving the sales conversion rates that they felt were possible.

Our Solution The client asked us to go head-to-head with their current sales vendor to see if we could improve on their close rates. The client also challenged us to reduce their cost-per-sale in the process. We gladly accepted the challenge.We started a pilot program by training a team of agents with our proprietary CP SCORES (Sales CORE Skills) training. CP SCORES focuses on executing every element of the sales lifecycle effectively. The four sales steps - Opening, Probing, Matching and Closing – are proven to lead customers through the sales lifecycle and direct them to the desired outcome – a sale!From there, our Quality Driven Management System focused on making incremental improvements to the program overall.

Results In our first month of the pilot, Center Partners exceeded the incumbent vendor by 15% in an apples-to-apples sales conversion contest. By month four, we were exceeding the other vendor’s performance by 50% and the client shifted 100% oftheir inbound sales business to our centers through an aggressive ramp and transition plan. Within six months we achieved conversion rates more than double the original rate – an improvement that translated into tens of millions in additionalrevenue for our client.

Challenge A major satellite television provider was experiencing rapid customer growth, but saw average revenue per user (ARPU) dropping month over month. Existing internal and external calling groups weren’t always meeting productivity and sales goals. The company leaders believed sales per hour could be increased and costs could be reduced.

Our Solution The client’s leadership team decided to pilot an outbound customer upsell program with The client’s leadership team decided to pilot an outbound customer upsell program with several vendors. They contacted Center Partners on a Friday afternoon at 4:00 pm requesting a 25-person pilot several vendors. They contacted Center Partners on a Friday afternoon at 4:00 pm requesting a 25-person pilot for 12 calling days, with the added request of beginning the rollout in just six business days. Center Partners for 12 calling days, with the added request of beginning the rollout in just six business days. Center Partners responded by putting a proprietary Quick Start pilot in place. Designed to ensure flawless launch processes responded by putting a proprietary Quick Start pilot in place. Designed to ensure flawless launch processes and repeatable success, the Quick Start roadmap facilitated rapid start-up and ensured that all activities were and repeatable success, the Quick Start roadmap facilitated rapid start-up and ensured that all activities were completed prior to taking the first call. completed prior to taking the first call.

Results Rapid start-up drove sales increases and cost savings within 13 days of the original request, and only five days after launch. Center Partners outperformed the client’s internal sales-per-hour results by 25%, while meeting desired quality levels. On day eight, the long-term contract was awarded to Center Partners, with the request that the program grow to 100 full-time agents.

Center Partners4401 Innovation DriveFort Collins, CO 80525

Phone: (970) 206-9000Email: info@centerpartners.com

www.centerpartners.com

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