Outsourced Direct Sales
Overview
With nearly 15% of consumers regularly switching energy providers, Australia has one of the most competitive retail energy markets in the world. In this environment, our energy client recognized that the ability to engage directly with consumers was paramount. Our job was to provide a compelling and influential platform to convert or ‘sell in’ and retain gas and electricity contracts.
Solution
A tailor-made program was delivered around involving invaluable intelligence surrounding consumer engagement and the customers’ optimal points of influence. CPM provided solutions involving in-field sales teams, inbound and outbound contact centre channels, as well as channels to assist web related enquiries. We developed industry specific technology solutions which enabled us to consistently deliver high sales and quality scores. Ensuring our energy sales agents were well equipped, the success of the program also relied heavily on sales and retention training.
Results
Since our engagement in 2001, CPM has consistently exceeded KPIs. The relationship continues today as the longest partnership between an energy retailer and an outsourced sales acquisition company in Australia. We believe that our long standing relationship is due in part to our operational excellence, customer centric approach, multi-channel strategy and our ability to deliver profitable customers.
