UK Financial Sector

Customer Acquisition in the UK Financial Sector.
image description We have built up a significant level of understanding and trust in the partnership which has become a truly strategic business relationship. image description Telemarketing and Quality Manager, ADMS Europe

The Challenge

ADMS Europe engaged Stellar on numerous levels during a difficult financial climate. We were tasked with meeting revenue targets of outbound sales campaigns whilst adhering to quality and compliance requirements. Additionally, we were required to maintain customer acquisition targets during this climate as well as support and represent numerous brands for affinity partners across the banking and retail markets.

The Solution

Our contact centre specialists devised the following:

  • Acquired an understanding of each affinity partner’s brand values through coaching and training.
  • Robust Quality Assurance processes to ensure customers receive most relevant information.
  • A culture of continuous improvement so recommendations are implemented quickly.

The Result

  • Quality scores averaged over 99% - meaning fair treatment of customers is embedded.
  • High customer satisfaction levels were reached and cancellations were minimal.
  • High quality and compliance levels ensured ‘sticky’ sales.
  • Consistently delivered strong performance against targets.
  • Stellar advisors have become trusted brand champions for the client.
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