South African funeral services provider makes use of call center to boost sales

2010-05-06 - Avbob Funeral and Assurance Services has partnered with specialist call center and communication company Inter-Active Technologies. The full service outsourcing agreement enables Avbob to significantly extend its reach into new South African markets by tapping into Inter-Active Technologies’ infrastructure, technology and skilled resource base.

Initial sales projections called for Inter-Active Technologies to submit at least 500 validated sales by the fourth month. "Having reached month four, the Inter-Active team has almost doubled these projections, having clocked up more than a thousand sales," says Theo Dönges, Avbob's Marketing Manager. "We foresee this collaboration unlocking substantial value within our business with regards to new clients and sales volumes."

Sales and marketing scope broadened
Inter-Active Technologies also developed a customized front-end form, enabling Avbob to upload all sales data daily. "Technologically, the offering is cutting edge," adds Dönges, "but it is backed by Avbob's one-on-one service knowledge. It doesn't replace our field service agents, but broadens our sales and marketing scope."

"Inter-Active Technologies has embraced the collaboration, particularly the quality assurance aspect," explains Asmall. "The industry standard is one quality assurer (QA) for every 26 agents, and insurance industry compliance requires one for every 10 agents. We are currently running one QA for every six agents and measuring every sales call. It's not an easy thing to do, but is valuable for our clients and therefore, valuable for Inter-Active Technologies."

Commenting on Avbob’s focus on protection of client information, Avbob Area Manager for Johannesburg, Gladwin Madlala says, "We have always ensured extremely tight security regarding our clients’ information and will continue to do so. The call center partnership has involved a lot of agent training and critically, an understanding of our company and the services we provide. We view Inter-Active's call center agents as our brand ambassadors."

Source: Inter-Active Technologies


Author(s): Sarah Dreps

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