Case Studies

Setanta Sports

Overview

We provided both inbound and outbound services for Setanta across key touchpoints in the customer's lifecycle including customer acquisition, customer service and customer retention. We also supported a number of major sporting events using our contact centre sites in Cardiff, Swansea and Dublin.

Challenge

To protect and grow Setanta's customer base through challenging economic times. How do we do this? We create multiple opportunities from each customer contact by building a winning customer experience. What does this mean? More than 90% of customers change their opinion of a company based on the manner in which the company deals with them on the phone!

We see every customer contact as an important opportunity. With each interaction with Setanta customers we aim to ensure that they leave the conversation feeling positive about the Setanta brand. These satisfied customers are more inclined to stay loyal to Setanta, increasing their lifetime value and also making them more likely to refer the service to their friends. Our teams have retained/acquired over 40,000 Setanta customers since commencing the service 7 months ago.

At Conduit we promote great employee experiences to foster great customer experience. Our Setanta team is made up of 78+ full time permanent sales professionals and is built with the goal of having passionate sports people talking to customers who are also passionate about sports.

This team is fully supported by our in-house Recruitment, Training, Resources, HR, Operations and IT departments. By utilising the expertise and experience of our in-house trainers we can ensure that our agents have comprehensive knowledge of Setanta's products and content. By providing ongoing coaching support as well as regular fixture and event updates, our team are equipped with the knowledge and skills to ensure that they are happy to talk about any of the services available with Setanta, and handle any sales objections with confidence.

With our experience of delivering effective multi - channel solutions including inbound and outbound telephony, one-way and two-way SMS, email marketing and webchat, we can add real value by using these tools to align with our clients' strategy and objectives. By adopting a fully integrated multi - channel approach we are best placed to increase efficiencies and performance and reduce cost per acquisition.