Flatworld Solutions Provided Inbound Calling Service to US-based Order Management Company

Case Study on Inbound Calling Services to an Order Management Company

The Client

Client business provides restaurants with customized management platform and helps undertake orders for big restaurant chains in the country. The Client offers this support to all kinds of restaurants and hotels across The United States of America.

Client's Requirement

They approached us to handle the Contact Center requirement. They wanted us to deploy a pilot batch of 5 callers to take orders for a PIZZA chain in the US. With a ramp-up plan of 20 callers within the first month if successful.

Business Challenges

There were three different challenges to achieve the client's objectives. They were as follows -

  • The client was prospecting for the first time and they lacked experience or the ability to predict the outcome
  • The initial challenge was hiring the right agents who would not just follow the script but also speak to students and parents to provide details and convince the product benefits
  • The most important hurdle was the situation that occurred during the COVID lockdown

FWS' Solution

Flatworld Solutions' operations team from the Philippines presented a batch of 8 callers of which the client chose 5. Soon after, we helped launch the pilot team in 5 business days and assigned the following responsibilities -

  • Take orders via phone calls as requested by customers
  • Process all information on the order received into the client's CRM

The Result

The client has always appreciated the professional approach followed by each employee at Flatworld associated with their campaign. We today stand at 70 active callers on this requirement with an additional request for ramp-up proposed by the client.

Outsource Inbound Call Center Services to Flatworld Solutions

Outsource your inbound call center services need to us if you are worried about the cost and time overhead by expanding your existing team. Our 16 years of experience in a spectrum of inbound calling services have elevated us to a position coveted by our competitors. We have in-house talents and partners who work remotely to help us realize our commitment to our clients. When you outsource your needs to us, we mitigate your concerns about infrastructure and FTE rates because we'll place you in a favorable position.

If you have a requirement that's similar to our client in this case study, contact us for inbound call center services today and get a free quote in 24 hours.

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