- Maximise Out Payment and Profitability for Client by
– Optimising Accuracy, Service Levels, Quality, Customer Experience
– Minimise fulfilment Cost
– Increase reasons why a customer calls
– information services
– Optimise ability to monetise SMS Inventory
– adverts
– Create Innovative Premium Services
With over 1.1 billion directory enquiry calls handled in 2008, we are the largest Directory Service provider in the world. Central to our success is our focus on Customer Experience and Guaranteed Operational Performance. This focus has enabled Conduit to set standards that are the envy of our competition in the following areas
- Branding and Personalisation
– Greeting, SMS, Call Protocol
- Speed of Answer and Resolution
– Rigorous quality and customer experience monitoring and measurement
– Accuracy of listing - NLF, NSP
- Culture and Staff Engagement
– Customer first
– World class agent training
- High performance business
– Industry beating service level performance - 99% SLA adherence
- Forecasting, Planning, Flexibility
– Monetise perishable revenue opportunity
– Maintain and enhance customer loyalty
– Robust Schedule Adherence and resource flexibility
- Measurement and Continuous Improvement
– Rigorous and accurate online MI
– Real time adjustment
Conduit is the market leader in
- 2 Way SMS – Ask Us Anything
– Listings
– Free Text
– Keyword
- Delivered on Retail and Wholesale basis
Our market leadership is maintained through our culture of Insight, Innovation and Continuous Improvement
- Analysis, Recommendations and Reporting
– Which customers are calling and why they are calling
– How we could generate greater volumes
– How DQ proposition compares with domestic competitors
– Global Insights and Market Intelligence
- Innovations
– Call protocol innovations, trials and benchmarking
– Product development and in-house R&D
- Continuous Improvement
– Call completion take up
– Data accuracy
– Continual data, search and system investment
We are the only Directory Enquiries service provider focused on increasing the outpayment to our clients and giving your customers more reasons to call. Detailed below are some of the ways we maximise outpayment
- Call Completion
– Highest success rates in industry
- Enhanced Information Searches
– Train Times, Category Searches, Cinema Listings, Nearest to me, Postcode Search, Multiple Listings, Directions, Opening Times, Maps
- Investment in New Services
– 2 Way SMS
– Adverting and preferential listings
– TXT//AD – text advertising
– Online searches
- Bespoke Services
– Exclusive services for client
– Contact Centre Outsourcing Services – Sales, Care, Technical Support, Fast Mobilisation
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