Our Case Studies
Learn about client success stories by learning about real-life problems we found custom solutions for.
Well Known Digital Marketer
Problem
The client was fortunate in that their business skyrocketed to success. Unfortunately, given the rapid growth of their business, they didn’t have the infrastructure nor expertise to handle the call volume they were receiving. This put additional resource strain on their executive team and constrained their ability to scale the business.
Solution
ListenTrust’s ability to manage the call volume and address customer service concerns freed up the client’s executive team to focus on building their business, and developing and marketing new product offerings to generate new revenue growth and expansion.
Well Known Direct Response Marketer
Problem
A well-known direct response company is the recognized pioneer of taking innovative ideas and turning them into branded products distributed worldwide. They receive high call volume across their diverse product and campaign portfolio, so they were looking for a company to provide exceptional customer service at an efficient cost-per-call ratio, as well as generate revenue through product upsells and customer retention. The client was also looking to increase its revenue per lead and Average Order Value (AOV) on its inbound direct response business. They worked with a strategic partner to provide guidance on using third-party offers to take advantage of a more flexible pricing structure.
Solution
ListenTrust effectively saved the client money and increased profits by:
- Making Customer Service revenue generating versus a cost center for the business
- Utilizing our expertise in English and Spanish language Direct Response and training our Agents to be subject matter experts in the client’s products and brands
- Utilizing third-party offers to provide a flexible pricing structure and higher profit margins
U.S. Hispanic Market
Problem
One of the most important Hispanic television networks in the United States was opening special high viewership advertising slots specifically for Direct Response advertising that had previously been reserved for brand advertising only. These ads would generate an unprecedented number of Spanish language calls due to several factors, including: prime-time morning hours, long form ads (30 minutes in duration) with highly recognizable and desirable products and high visibility on the network. The challenge media companies had was finding a call center that could effectively handle the surges in call volume while converting at a high enough level to justify the cost of the ads, since they would represent a significant investment for the client on a weekly basis.
Solution
ListenTrust stepped in, tasked with the challenge of dynamically staffing for these high-profile airings, converting the high call volumes to significant sales revenue, and maintaining a low cost of operation to make it profitable for all involved.
Fundraising for Nonprofit
Problem
TeletonUSA’s objective is to generate enough financial support during their annual fundraising event to fund their existing programs and centers for the entire following year and to generate funds to build new rehabilitation centers in the United States.
Solution
In order to handle tens of thousands of calls during a 32-hour window, ListenTrust scales an on-demand agent team of close to 2,000 agents.
Lead Generation
Problem
Inmigración America is committed to providing hope, opportunity, and support to people looking for a better future by obtaining citizenship in the United States. In order to reach potential clients, Inmigración America runs radio spots encouraging people to call and schedule a consultation appointment. Due to the sensitive nature of this service, building trust on the phone with a potential client is a critical consideration. In some cases, potential clients have previously experienced fraud or negative outcomes from other immigration service providers. When potential clients call to schedule an appointment, they need to feel safe and understood.
Solution
Given the sensitive nature of the calls and inquiries we would be receiving, we knew we needed to establish trust and a feeling of security and rapport within the first minute of answering the phone. We assembled a team of 260 of our Spanish-speaking Agents, based in Mexico, who would be able to provide an immediate sense of comfort and familiarity to all inbound callers.
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E-Commerce
Problem
Internal customer service was limited to one person on staff trying to handle all phone calls inbound and outbound for customers world-wide. This left for rushed inbound calls with little to no opportunity to build a customer base with outbound calls. The client was looking for a call center that could both understand their view of relationships with their customers and could maintain that view when handling their customers and could increase their saves and sales. The client has a vision that they are very serious about which entails partnering with their customers, guiding and coaching their customers.
Solution
ListenTrust was contacted as the customer solutions center to handle the FitLife Problem. When the program launched, we started with 4 agents covering 7 a.m.–7 p.m. calls Monday–Saturday full time. Several weeks in, we reviewed call arrival patterns, save and sale statistics and found that most calls into FitLife were coming during the mid-day hours. We recommended to the client to change our hours to focus more on the main hours that calls were arriving. Based on the data from our workforce team, the client quickly approved the change and we moved to an 8 a.m.–5 p.m. Monday–Friday schedule.
Fundraising for Nonprofit
Problem
Prior to engaging ListenTrust, the customer didn’t have the expertise or internal ability to include the Hispanic market in fundraising efforts.
Solution
ListenTrust has approximately 30 dedicated agents who’ve been working this cause since it began nine years ago. ListenTrust’s team truly functions as if we were the hospital’s own in-house team, while exceeding weekly donation goals.
Customer Service Solutions
Problem
Off-shore contact center agents in the Philippines were not able to develop an authentic connection during outbound calls. As a result, agents were unable to close a sufficient number of appointments that ultimately led to booked procedures for Bosley.
Solution
ListenTrust provides deeply-vetted and Bosley-approved English-speaking contact center agents based at their Hermosillo, Mexico near-shore contact center. The successful program has grown from 17 Bosley-dedicated agents in 2017, to over agents at the beginning of 2020.
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Locations
US
PO Box 61 Gray, ME 04039
Mexico
Ave Paseo Rio San Miguel #75, Proyecho Rio Sonora Hermosillo XXI, 83270 Hermosillo, Sonora, Mexico
Contact Us
US
Phone: 800-630-9221
Email: sales@listentrust.com
Mexico
Phone: +52 662 225 7513
Email: recruitment@listentrust.com