“We are looking for a reliable partner who will provide excellent care to our customers –centralized, but also across continents and time zones."
The demands of our customer were clear from the onset. First-class quality, absolute reliability and everything from one location.
No problem for SELLBYTEL. Our successful solution is based on the motivation and passion of our service specialists – they are all sports enthusiasts. Thanks to 29 years of experience and our outstanding employees, we have established a partnership with a leading manufacturer of sportswear and sports equipment, which we have steadily intensified over the past 4 years.
Leading manufacturer of sportswear and sports equipment
- Customer Interaction Center
- Pre- and post-sales Informationen
- Social media responding
"Do I need a hard-shell helmet or a hybrid helmet for my climb?”, “What water column should my outdoor jacket have?" These are typical questions that our employees face every day. Clearly – this job requires real experts. We serve a total of five brands with an extremely broad product range for our customers. Through telephone, chat, e-mail and social media, our service specialists always have the right answer for the most diverse customer inquiries from various areas.
How do we do that? Quite simple: we do not just have any employees. We have the best!
Passion is contagious
You won’t find any couch potatoes in our office – it’s all sportsmanship here. All of our team members are active athletes in their free time and can thus advise customers from their own experience. Showrooms, incentives, joint sport events and employee discounts strengthen brand engagement, enthusiasm and loyalty.
Sickness rates, vacation, fluctuation. These factors can shake the performance of a team. Not ours! With cleverly organized hybrid teams, each employee is trained for at least two brands and can be deployed exactly where they are needed.
The success of the hybrid teams proves our theory right. However, some fields are so complex that they can only be covered by trained technicians. For this we have set up dedicated teams of experts, e.g. for cycling. Their outstanding expertise guarantees the highest level of customer satisfaction.
Further highlights of our successful cooperation:
- Coverage of multiple time zones, in more than 15 countries and 10 languages
- First contact resolution rate over 95%
- Top performance in the service level
From Barcelona to the world – centralized coverage of numerous time zones in more than 15 countries
To sum up.
From the beginning, our partner was only interested in a first-class solution. After all, outstanding customer service can be the ultimate differentiator on the market. Our customer was able to get an idea of the quality of our service by starting their initial project with us with one brand. Our performance was convincing and the next two brands followed within the first four months. We are looking forward to see this valuable partnership grow even further in the future.
"We know exactly what it means to give everything – in sports and for our customers!"
Brian, Brand Expert, Barcelona