Leverage Contact Center

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Nuvibrands, a home goods retailer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Leverage Contact Center?

In Angola, we have huge informal markets that we can’t reach very easily because there’s a lot of point of sales we couldn’t obtain because of the team size. We needed a company to provide sales call services.

SOLUTION

What was the scope of their involvement?

One person can contact 30–50 different people in one day. Since our sales team had to go door-to-door, they could only do 15 contacts in a good day. Their output is different because they can reach a lot of people in one day. In the first and second contact, they could plant the seeds, and sometimes later, they could eventually sell the product.

After three months, there were a lot of challenges. One was to train their team because they needed to understand our business. We needed to bring them aboard and train them not only to understand the products and the factory but also to go with the sales team to visit the clients and understand how to approach our clients physically. It took a few weeks to make them understand our business.

What is the team composition?

There were six people.

How did you come to work with Leverage Contact Center?

I contacted the CEO of the company because he’s also Portuguese. We were at the same dinner parties and started to talk about the opportunity that they could help us with. We started with a three-month commitment and then continued working together. 

How much have you invested with them?

We invest $10,000 a month.

What is the status of this engagement?

We started working together in December 2017, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Leverage Contact Center reached about 500 points of sales of very small retail customers. They doubled the figures that we had with our team. They engaged the client, and we wanted to increase the penetration of the portfolio that customers can see if they go visit the store.

This was one of the key factors of success. If we’re on the phone, it’s very difficult to sell to someone who hasn’t seen the store. They were quite well-trained. Their team has a huge capacity of contacting people in one day.

How did Leverage Contact Center perform from a project management standpoint?

The reason it worked was that they are client-oriented. They want everything to succeed. Leverage Contact Center proposed the three months because they knew they’d succeed. Their team does everything in their power to succeed. They’re oriented to the things that we think aren’t going very well and immediately put in measures to change them.

Leverage Contact Center is always open to receive us. They’re open to reviewing the reports and putting the next steps to improve the service. It was really good.

What did you find most impressive about them?

Leverage Contact Center is very good. They’re trained well so they succeed in selling to someone who hasn’t seen the store. It’s very effective. Their team has a lot of experience in contact centers. They’re not a very old company but they belong to a group that is very strong. Leverage Contact Center has top managers who bring a lot of good experience from contact centers. They’re very strong in setting their team up to succeed.

Are there any areas they could improve?

The project was really successful. Keep in mind, we were the first company in this industry that they worked with and tried to sell products for. Now they’ve expanded with other clients with the same kind of products and have a very good experience. They hired people who were able to speak French or Arabic so they can approach the customer in their language which is very important. They were really good and very professional.

Do you have any advice for potential customers?

The market is huge and you can’t reach the entire market with your team alone. With the service they provide, you can gain new customers and start working with these new customers after a few weeks with your team. A company that is willing to go to the informal market and wants to start approaching the market on the phone can be very helpful to later make your team more productive when they go to visit the customers.

If they want to buy your products on the phone, they really want to listen to you when you visit them. Leverage Contact Center is not afraid of challenges and experimenting. They do everything to be successful.

BACKGROUND

Please describe your company and position.

I am the Customer Care Director of Luanda Medical Center

Describe what your company does in a single sentence.

deliver medical care services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Leverage Contact Center to accomplish?

• contact center

SOLUTION

How did you find Leverage Contact Center?

Referral

Why did you select Leverage Contact Center over others?

• High ratings
• Good value for cost
• Company values aligned

How many teammates from Leverage Contact Center were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

LEVERAGE is responsible for the clinic contact center service. In addition to the vox channel, they manage the email and whatup channel. They book appointments and take exams. They clarify clients' doubts, provide guidance on existing services, and are the link and communication bridge between clients and the clinic team.

I would like to highlight 3 points: LEVERAGE work methodology, rigorous and capable; with permanent feedback regarding the results obtained. - strong customer orientation - they are allies and partners who seek and manage to add value to the business, because they understand it and also understand their position as partners. - They like to be challenged and always respond with energy and motivation to make things happen.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• % of interactions converted in appointments
• no show decrese feedback client
• 98% are hppy with the contact center
• increase conversion rate of schedulles vs informations

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We have a relationship of great trust and transparency. Incredible at providing feedback and seeking the best results. He is committed and always demonstrate an attitude of delivering service in order to LEVERAGE the business. provide suggestions for improvement and are aligned with operational procedures.

What was your primary form of communication with Leverage Contact Center?

In-Person Meeting

What did you find most impressive or unique about this company?

As a partener , For LEVERAGE nothing is impossible. A positive, committed and truly available attitude to develop the partnership in the best possible way. The permanent focus on adding value and understanding the business they are working on.

Are there any areas for improvement or something Leverage Contact Center could have done differently?

continue to improve technology and digitalization processes