Skybridge Marketing Group - Direct Marketing

Direct Marketing

One of America’s largest multi-channel direct marketing companies offers sweepstakes, discounted magazine subscriptions, merchandise programs and is the leader in sweepstakes marketing on the internet

Manage consumer inquires across three diverse direct marketing segments: Sweepstakes, Magazine Subscriptions, Merchandise
Provide inbound customer service for a business that generates 2.0 million contacts per year
Manage 700,000 - 1.5 million mail inquiries per year
Provide support for special projects, annual customer surveys, sweepstakes education, sweepstakes regulatory inquiries

Customer Service team staffing flexibility, scalable to meet needs of specific programs
Customer Service team staffing designed to have the right skill set and knowledge to support multiple direct marketing programs
Proactive partnering with the client to forecast staffing needs
Quality service and first call resolution supported with ongoing daily training
Product specialists assigned to specific programs
Potential problem lists developed to identify issue trends
Program metrics, including response times and abandon call rates established and measured
Joint call monitoring by Skybridge and the client

Skybridge Customer Service has provided customer service support for this major direct marketing organization for over 20 years
Expanding with the needs of this organization, Skybridge support has grown from two customer service representatives to current staffing levels of 150 - 200 on any given day
Flexible staffing management system provides dynamic customer service support, adjusting to meet forecasted demand
Service level measures established to maintain quality and consistency, along with staffing level management, are continually met
Skybridge Customer Service has developed the knowledge base to support special projects, annual customer surveys, sweepstakes education, and sweepstakes regulatory inquiries