One of the longest clients of the Philippine-based BPO company Magellan Solutions continues to experience a steady increase in inbound sales conversion.

During a three-month period (i.e., December 2018 to February 2019), the campaign has recorded a six-percent increase in ads inbound sales conversion. Meanwhile, its PPC inbound sales recorded a 40-percent conversion growth.

Initial concerns

The client, which sells male enhancement products, initially started its partnership with Magellan Solutions as an inbound account under the shared services. It aimed to increase sales by implementing good order taking and inbound sales practices through the help of skilled agents from Magellan Solutions.

Call center agents started to receive and deal with customers who saw an advertisement from TV, newspapers, and radio.

Upon realizing the need to proactively get in touch with customers instead of waiting for their calls, the management and the client decided to expand the business by starting an outbound campaign.

“We saw this potential of, if we’re going to add more agents, definitely the sales [will] grow as well… The tasks of our outbound agents are to call those customers who did not place an order but they just call, hung up, or just inquire. Once we have those numbers, we call them, and our dedicated agents encourage them to buy the product.” Ryan Alegrado, the team leader of the account, said.

“Right now, that issue, the sales, it’s already addressed,” the team leader stated.

Alegrado also explained that while they still experience some struggles when hitting the target because of the onboarding of new agents, they “are able to come up with a strategy on how to help the new agents in less number of days to catch up with the tenured agents” with the help of the Training and Quality Assurance (QA) departments.

To prove this, Elii Cruz, an agent from the account said that she is “getting the help I needed from my colleague the first time I joined the campaign. I got the help that I needed to equip myself with the knowledge to do my job effectively. And in return, I was able to contribute a great number that helped our campaign grow.

Achieving growth and stability

After seven years of working with the client, the Magellan Solutions’ team that handles the account managed to grow their seating capacity from three to 21 agents.

“We’re able to establish, we grow the campaign in terms of the number of agents,” Alegrado exclaimed.

They also started to tap the Spanish-speaking market because after analyzing the potential audiences, the client and the management found out that there’s a “significant number of these customers who were speaking Spanish.”

The MS campaign also helped the company in maintaining good customer relationships which, in return, resulted in loyalty.

“Just to prove the growth of the campaign, even the loyalty of the customers, when the customers are calling us, they are asking for the name of the agents,” Hazel Ozaias, a Program Supervisor in Magellan Solutions, said.

Alegrado agreed, narrating that “they really know even when our agents started the call. These customers, they are familiar with our agents already.”

Some of the notable benefits of customer loyalty, according to a Forbes article, includes lower marketing costs and wider avenues to market products to new customers.

Because of the results brought by this account, it has remained as one of the most stable and longest running inbound and outbound accounts in Magellan.

Maintaining positive client relationship

One of the reasons behind the good performance of the account is because of its regular communication with the client in defining and solving current business needs.

“We work with clients by having a regular touch base meeting,” Ozaias said.

She also added that they have maintained a close and friendly relationship with the client.

“We’re building a relationship, a strong relationship. When we’re doing a meeting, aside from discussing the numbers, aside from discussing the account and the stability, they are also discussing a personal matter. That shows how close Magellan and the client [is].”

They also made sure that whenever they see any possible emerging issues with the campaign, they “immediately contact our client, inform them that this is what’s going on and discuss what we can do about it. It’s back and forth.” This custom has enabled both parties to address immediate problems such as call volumes and other technical issues.

“We make sure that we always make them satisfied,” Alegrado said.

Success starts within

Magellan Solutions has always prided itself with its family-oriented and employee-centric culture. This has become the foundation that guides the smaller communities — the accounts — within the company.

One of the agents who work for this account is Martie Gonzales who said that she likes working for the account because “we work hand-in-hand with our teammates whenever help is needed. We work together to effectively achieve the team’s goal and we brainstorm to come up with ideas on a particular area for improvement.”

The performance of the agents in delivering great results depends hugely on their happiness at work and their relationship with their colleagues.

“The team promotes open communication to help strengthen our foundation which helps develop our professional career,” Christine Mae Sultan, also an agent from the account said.

Future Ahead

Both Program Supervisor Hazel Ozaias and team leader Ryan Alegrado are optimistic that the account is going to stay with Magellan Solutions in the future.

According to Alegrado, this kind of business is not seasonal.

“It’s very in demand in the US so it’s gonna stay for long.”

Meanwhile, Ozaias believed that the account will continue to grow bigger and will consist, in the future, a huge percentage of Magellan Solutions’ total employees.

“With the kind of agents that we have, stability-wise and the number of sales and the kind of relationship that we had with Magellan and the client, we are expecting that this account will grow bigger, add more agents, and probably will grow half of Magellan’s employees.

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