Why Ventura?
Companies outsource to us so they can meet specific objectives quickly and effectively, for example:
- Improve customer satisfaction - our clients
benefit from quality monitoring and dedicated process improvement
teams who work closely with our agents to continually improve
performance and in turn, customer satisfaction. For example,
for our client, a leading mobile company, we focus on maximising
customer satisfaction. By matching the right information to the
right customer we have achieved a 33% increase in first time call
resolution, increasing 'very satisfied' customers by
25%.
- Reduce costs without compromising quality of
service - our clients reduce costs by taking advantage of
our economies of scale. Because we have invested in
state-of-the-art contact centre infrastructure and technology, such
as speech analytics, our clients are also able to avoid capital
expenditures associated with contact centre operations. We're also
based in low cost locations so our clients benefit from low cost
resource. Our client, bmi, has seen a 31% reduction in costs
by offshoring some of their services to Ventura, including Diamond
Club customer services. Meanwhile, other services better suited to
UK contact centres are managed closer to home from Ventura's
contact centre in South Yorkshire.
- Increase sales - careful selection of our sales people and the application of our in-house developed technology allows us to deliver significant sales success for our clients. With experience in direct sales to consumers and businesses, Ventura has delivered a 50% increase in sales conversions and a 70% improvement to customer retention for one of our key clients.
- Consolidate of contact centres - some of our
clients have turned to us for our proven transition expertise.
Dedicated transition project teams, due diligence, joint risk
assessment and a clear step by step approach allow us to
successfully consolidate numerous contact centres under one
roof. For the RSPCA and we successfully consolidated 10
regional contact centres into one National Control Centre. Now in
its 7th year, we continue to work together to deliver an
excellent public service.
- Be more flexible - many of our clients have
highly variable call volumes and need a round the clock service.
With a large pool of trained resource, flexible working hours for
our people and offshore options, we're able to expand and contract
operations depending on our clients' needs. For Thames Water
Ventura has quickly and efficiently increased the size of a contact
centre from 40 to 200 call centre advisors in response to billing
periods every six months, whilst maintaining service
quality.
- Achieve rapid contact centre set-up - years of
experience, a readily available resource pool and existing
infrastructure and technology means we can set-up contact centres
for our clients quickly. One of our retail clients recently
transferred their order taking and up-selling services to Ventura
because of this ability. Ventura speedily installed IT systems and
a new management information approach so that an offshore contact
centre was successfully up and running within 4 months.
- Improve efficiency through insourcing - some of our clients need to improve contact centre performance and efficiency without relocating their operation to a Ventura site. In these instances we will take over our client's contact centre and manage the operation from our client's site. This approach allows our clients to get the benefit of our expertise without having to relocate. For example, GMAC gets improved efficiency and flexibility from our insourcing services.
The links on the left provide more detail about Ventura.