BT: Call centre email tool

With the UK's broadband, phone and TV market being so competitive, telcoms provider BT required a fast and efficient way of securing new customers in the short window of time they have to interact with them.

BT: Call centre email tool

Crayon

THE TEAM

Will Green - Senior Account DirectorChris Michael -Technology DirectorDarren O'Neill - Senior DeveloperRichard French - Managing Partner

WHAT IS WONDERFUL ABOUT THIS WORK?

We created a dynamic, modular email tool to enable BT call centre advisers to follow up customer enquiries with a summary of relevant offers, in a brand-consistent way that drives them to purchase online. The average conversion rate was over 6%, beating the target over 2.5 times. The campaign also raised advocacy levels by 435% and reduced average call times by 8%....

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