"Prolog is a valuable partner to Tiscali.
They're proactive, flexible and provide Tiscali with consistant high quality service."
The Challenge for Tiscali
A rapid response and scalable outbound telesales operation capable of converting the majority of enquiries to confirmed sale in a timely and professional manner.
The Solution
Prolog Connect's flexible and highly trained and motivated outbound team capable of delivering desired goals time after time.
The Results
In less than two years Tiscali has become one of the fastest growing Broadband service provider in the UK, with an increasing range of products and services and solid customer service foundation on which to maintain its momentum
Spreading THE NET
Prolog Connect's relationship with Pan-European Internet service provider Tiscali is a remarkable one. In less than 18 months the account evolved from a modest inbound order-line employing just four agents to a multi- faceted, sales-based telephone marketing success.
Buoyed up by the explosive demand for Broadband in the UK, and spurred on by a national TV product campaign, Tiscali now generates daily inbound and outbound call volumes numbering in the thousands and there are no signs of slowing.
In recent months, Prolog has taken on a number of outbound programmes on behalf of Tiscali the latest of which being a campaign targeted in conjunction with Dell Computers.
Being a direct selling organisation, Dell relies heavily on in-pack promotion for added value sales be it warranty or package offers. Purchasers of Dell products are invited to request further information about ADSL and Broadband connectivity. These requests are followed up by a specially trained outbound telemarketing team at Prolog.
As well as coupons and post cards, enquiries are also conferenced through to Prolog from Dell's offshore inbound centre. The Prolog team receives hundreds of leads everyday with strict turnaround times for follow up.
Training and incentivisation have been major factors in the programme's success. Incentives for agents take the form of generous vouchers for holidays and high street stores, and prizes range from DVDs to wide screen colour televisions. The incentive schemes span a number of performance criteria and time scales, and are changed regularly. Prolog's continued relationship with Tiscali is a classic case of added value service outweighing basic cost advantage.
But this is only the beginning: Tiscali offer a wide range of both consumer and business Broadband packages. It is a brand that is in the UK to stay. Prolog Connect is helping consolidate that grip in an outsource supplier partnership with its client that is a model for others to emulate.
Part of Prolog's dedicated call centre at Sudbury in Suffolk where Tiscali, once managed by just four agents, now has a team of 60.