Case Study: Providing Exceptional Telemarketing Service To The Subscription Industry

One of our closest and longest-standing partnerships is with a leading Internet-based subscription service. They count on us to deliver a seamless customer experience, through new customer welcome calls, customer service, technical support, retention, and lapsed customer reactivation.

First and foremost, our partnership wouldn’t be successful unless Incept delivered results. Each day, week, month, and year, the client reviews a set of metrics that they’ve determined as the most important. These metrics guide our day-to-day decisions and conversations with the client, and include, but are not limited to:

  • Service level: To ensure that all calls are being handled quickly and efficiently
  • One and done: The rate at which our agents can fix a customer’s problem with one call
  • Customer Satisfaction Score:  Each customer is surveyed via email after a contact with us and rate our ability to help them.

In order to consistently meet and exceed the expectations that the client has set for us, we put a great deal of time into aligning our culture with theirs. Consistent meetings with our key contact are essential to this mission, so the client sends Incept’s main contact from across the country for one week every month. These visits are filled with high-level strategy sessions, innovative operational discussions, and tactical meetings with some of Incept’s front line representatives.

These discussions have led to improvements for both Incept and the client's customer service teams.  They have a lasting effect on our whole team, but specifically with the front-line employees. It enables them to feel like an extension of the client's team, which becomes a key differentiator in how Incept provides superior customer service on behalf of our clients.

One example of our commitment to living our clients’ values is through Customer Service Week. Each year, the client throws their employees a week-long party celebrating superior customer service through their core values in conjunction with National Customer Service Week.

Incept extends that week-long celebration throughout the year so that these values always stay top of mind. We have monthly contests where Conversational Marketing Experts nominate each other for exhibiting the core values and are able to win a small prize.  We also administer monthly training on one of the values that the client holds so dear. We also have the client's values up on our contact center walls as a constant reminder of what kind of culture we are representing when serving the client's customers.

This commitment to our client’s culture differentiates Incept from other telemarketing partners because it’s something we’ve put action to.

Each customer service call ends with a customer satisfaction survey that often leads to a customer raving about the support they received from our Conversational Marketing Experts. Below is a small sampling of those responses:

Representative was very professional and helpful.  I worked in call centers for 15 years and she is better than 98% of the people that I worked with.

By far one of the best customer service calls I've made. No hassles and a quick resolution for my issue. 

The girl on the phone was great. The world needs to be more like the one I talked to she was very understanding and said sorry that I was having the issue and it was not her that caused it. Just a large thank you to all team members for all you work!

Thank you for your understanding and service with a smile I could see in her voice. Great Job!

My compliments to Jenae because she is an outstanding CSR! I retired from a CSR position of 32 yrs and I know how difficult it can be dealing with the public. However, she handled my situation very professionally and was very concerned with my issues, which she resolved. She is an asset to your company. Thank you again Jenae!!

He was very patient and helpful when I did not know how to do or find what I was supposed to.  I really appreciated how he made sure I was finding the correct place to click or had everything I needed.

The man I talked to did everything he could to satisfy my needs and did so quickly. He had no trouble understanding my issues and understanding how to resolve them. I was extremely surprised by how helpful the customer service was. I usually hang up angry, but this guy made me happy! 

I was very frustrated when I called. Patrick was professional from the outset, letting me know he was committed to resolving my issue. He did just that in a matter of minutes, he walked me through the steps to resolve my issue and I was very pleased. In this age of computer-generated customer service, it is refreshing to talk to a "real" person who is both friendly and professional. Thanks very much, Patrick

Kimberly was extremely helpful and anxious to serve.  If I need assistance in the future I would prefer to request Kimberly's services.

Each time I have needed to contact Customer Care, the Reps have been happy to help however they could to address the concern and resolve the issue.  The Service Rep immediately took my need a step further than I expected to help resolve the issue I had. Now that is Customer Service at its highest level!!

The employee I spoke with was awesome!!! I even hung up the phone with a shocked smile on my face for how helpful and sweet she was!!

Incept is the choice of many leading brands as a partner for superior customer service. Our commitment to providing results and aligning with the client’s culture is what sets us apart as a partner, and their customers’ feedback is what proves our superiority in the marketplace.