O2 telecoms franchise

O2 Talk Direct

O2 telecoms franchise

O2 Talk Direct

by bash
Spreadsheets to Salesforce driven call centre and CRM

Talk Direct are an O2 franchise company, who opened one of their first stores in the Leeds Merrion Shopping Centre in 2005. They are now one of the most successful franchisees in the country with 16 stores across Yorkshire, Nottinghamshire and the North East of England and turning over c£25m with c200 FTE’s across various portfolios of businesses.

With impressive growth, Talk Direct required a solution that was scalable to handle increased volumes of data and outbound calls that were managed using spreadsheets. NimbusPoint worked with Talk Direct to build a data model that could handle the large volume of data. In addition sales call paths were built out so all outcomes could be handled in an intelligent and easy manner. The reports and dashboards provided Talk Direct with 360 degree view of all their stores and customer base.

  • Increased volumes of data with acquisitions of new stores
  • All data on spreadsheets and in a manageable central database
  • No customer communication or 360 degree view
  • No process to manage call outcomes automatically
  • Build automated data loading functionality to import large volume of data with ease
  • Build call lists for agents based on specific criteria
  • Monitor call list status of agents in real-time
  • Build customer activity history
  • Build out call outcome processes
  • Real time reports and dashboards for agents, stores and management
  • Increased productivity with greater throughput of outbound calls
  • Call lists and outcomes handled with ease, allowing for criteria to be changed day to day
  • Increased sales connection approaching 1000 per month
  • Increased store appointments at around 800 per month
  • Clear reports and dashboards giving management an accurate status of Talk Direct customers