Outbound telemarketing call centre, O’Keeffe & Swartz (OKS), received gold and bronze awards at the Contact Centre World EMEA Region 2011 awards in London.
OKS received first and third place from two submissions for outbound telemarketing campaigns on behalf of Standard Bank.
“These awards have an excellent impact on our clients, motivating continued use of our services,” says OKS CEO, Miles Crisp.
Crisp believes that because there is a question mark around the value of outsourcing sales to a specialist company, the awards validate the outsourcing approach and showcase OKS’s specialised focus, by publically recognising this expertise.
Tracy Feakes, head of the general insurance division at Standard Bank Insurance Brokers, says this type of direct marketing business is based on large volumes of data for which OKS has the capacity and expertise to deliver.
“We have worked with OKS for many years, and it is due to our business partnership and OKS’s delivery on results that we continue to work with them to provide a professional sales experience and product to our customers,” says Feakes.
OKS believe that their success is due largely to an innovative and collaborative approach to each campaign resulting in the provision of an effective sales method focused on results and quality.
The first place submission was a policy upgrade campaign, the success of which has maximised the client’s return from their existing policy holder database.
The target for this campaign was exceeded by 41%, with the sales ratio being 39%; this meant that 39% of those contacted were realised as successful sales.
This submission which received third place provided valuable cover to an emerging customer base which traditionally had not had access to this type of product offering.
The result in terms of projected income for this campaign was 69% higher than the original budget based on the leads supplied for the campaign.
Outbound telemarketing is an ideal channel to reach a market segment that have previously not been accessible to the traditional broker channel and is vastly under insured as a result of this.
This campaign gave the client the opportunity to ensure that their family would be financially protected in the event of the breadwinner passing away due to an accidental death.
“We are delighted to have received top honours at these awards; our people are competitive by nature and love to win which means that the awards add tremendously to morale and confidence,” says Crisp.
OKS will go on to represent South Africa in the world finals which take place in November in Las Vegas. At these world finals, OKS will compete again the best from North and South America and Australia.