World Leading Memory Foam Mattress Manufacturer  

World Leading Memory Foam Mattress Manufacturer  

The Client was partnered with an outsource call centre in the UK for inbound sales and customer service and there was a separate warehouse for product despatches. The poor performance of the original call centre meant that the Client had to retain their own staff at the outsource call centre premises to carry out continuous training and support.   

Impact Call Centre began working with the Client in May 2014.  Initially, we solely provided inbound sales services but due to the success and confidence of the new relationship, the customer service element quickly followed in August 2014.  

Within a very short period of time the client, who had been nervous due to their previous experience of outsourced call centres, was sufficiently confident to withdraw their staff and completely trusted Impact to do all the training on their behalf.   

By December 2015, the Client was so impressed with Impact’s call centre sales and customer service capability that they transferred their complete storage, fulfilment and despatch requirements to Impact’s in-house warehouse operation.   We now fulfil all UK trade and direct customer orders.  

Impact has been an integral part of the growth of this manufacturer from an average monthly volume of a few hundred orders to many thousand orders a month! This has been the result of working in full partnership to create continuous improvement programmes in all areas and mutual growth. 

During this time, Impact Call Centre’s drive for continuous improvement through training and innovation has been a major factor in an almost 50% increase in the average order value of each sale including our suggestion of introducing bundles into ‘Product of the Week’, which significantly improved the up-sell and cross-sell opportunities and order values.  

Impact has also concentrated on creating customer service efficiencies. This was demonstrated by reducing the £20 cost of customer service per order with the previous call centre and an average handling time of 30 minutes, down to 15 minutes and half the cost per order within the first few months! Since then, Impact has identified and implemented many process improvements so much so that by April 2019 we had further reduced the average customer service cost per order to nearly a third of the previous cost. A huge saving especially when multiplied by the significant increase in the number of orders being processed. 

Impact’s transparency, productivity, attention to targets, our ongoing training, over achievement on SLA’s and innovative approach to challenges has helped the client to become one of the UK’s leading providers of memory foam mattresses.  The Client and Impact have worked in partnership to achieve significant annual growth each year since moving their call centre and fulfilment operations to Impact Call Centre.  

Click here to find out more regarding our high quality services here at the Impact Call Centre and how we can help you today!