INBOUND CUSTOMER SERVICE


Client Background :

The client is a leading registered tax agent and is registered to lodge tax returns electronically to the Australian Tax Office. The company is a subsidiary of, Certified Practising Accountants and over the last 25 years the firm has lodged over 130,000 tax returns on behalf of Australian taxpayers.


Support Analysis :

The business group, headquartered in Brisbane, Australia, The Company has been using the Internet as a channel for customer acquisition for its tax returns services. The client's main concern was its inability to cope with the volume of emails generated by its prospective customers, resulting in delayed response and a potential loss of business.


The Go4Customer Solution :

Go4Customer started with implementing a pilot for the client, where the focus lay on pre-sales customer service with the objective of sales conversion. The challenge was to devise an effective knowledge base, containing accurate information, which would assist in rapid and effective responses, resulting in coherent customer databases, allowing our agents to deliver superior service in a seamless manner. 

The databases built by Go4Customer captured relevant customer information, tracked individual conversions, and facilitated effective marketing strategies for the client. Go4Customer thus helped convert prospects into members by accurate and prompt query resolution, using a well defined strategy. Go4Customer's world-class delivery, adequately demonstrated the efficacy of the offshore outsourcing model. This resulted in increased scope of services and processes handled by Go4Customer.


Results : 

The team at Go4Customer handles over 50000 customer contacts per month, on a 12 hours a day basis. Go4Customer continues to meet and exceed both their quality and sales benchmarks. Go4Customer conversions, account for close to 80% of all new members of the client. Go4Customer provides the client with daily, weekly and monthly reports as per formats mutually agreed upon.


What the client has to say :

I want to congratulate you and your entire team for their contribution in building an excellent acquisition channel for the company. - Program Head


Program Performance :

Over 80% of all new acquisitions are accounted for by Go4Customers. More than 50,000 customer contacts per month Consistently doing better than the service levels and quality metrics specified by the client.