International Marketing Services Agency Requires Customize Management of Multiple Client Programs 

The Client 

• International marketing services agency, recognized as a leader in the industry, producing Loyalty Marketing and Sales Incentive programs across a wide range of industries

The Challenge

• Implement and maintain seamless customer service support
• Custom management of multiple individual client programs
• Provide ongoing, long term customer service
• Programs ranging from pre-paid credit cards and rewards programs to transportation reservations and ticketing

The Solution 

• State of the art customer service organization structured to ensure the success of multi-client programs
• Experienced call center teams dedicated to specific client programs
• Training and mentor programs ensure the right skill sets to meet the needs of each individual program
• Individual program metrics, including response times and abandon call rates, established and measured
• High percentage of call monitoring
• PCI compliant
• ROC certification
• Continual program reporting and status updates

The Results

• Skybridge Customer Service provided a seamless transition of services to the consumer
• Customer Service Team training and support designed to ensure success of each individual program
• Program rollout timelines and agreed to consumer call service level metrics consistently met

Case Studies

• Tire Manufacturer
• Direct Marketing
• Multi-Client Programs
• Consumer Lawn Care
• Regional Newspaper
• Transportation
• Case Study Library