Service Center – reliably reducing seasonal fluctuations

One of Germany’s largest investment companies records approx 50 percent more business volume in the winter than in the summer. During the busy season, this leads to a significant overload on the existing service team that offers investment advice to private customers and sales partners. The increased call volume in the winter needed to be absorbed by an external partner in order to ensure the investment company’s customers optimal availability of the service team.

Challenge of seasonal ups and downs

High level of team flexibility

SELLBYTEL put together a highly qualified team of investment specialists at its Fürth (Germany) office to assume responsibility for approximately 80 percent of the original service center’s call volume. Since 1999, SELLBYTEL has provided first-level service for the company’s private customers and sales partners, handling investment portfolios, answering product-related questions and performing manual stock transactions. In addition, SELLBYTEL provides an essential sales function by up- and cross-selling, as well as managing issues such as termination prevention and lead generation. Consequently, SELLBYTEL continuously drives revenues and customer retention.

With SELLBYTEL’s scalablity, the team’s workload can be quickly adapted to the changing demands of the market. And thanks to continuous product and service training, SELLBYTEL has met or exceeded the investment company’s quality demands while offering customers a service experience that has been recognized numerous times.