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Contact Center for Cosmetics Sales

Ukrainian branch of the largest French cosmetics manufacturer with over 100 stores and hundreds of thousands of customers all over Ukraine.

  • Industry Retail
  • Location France
  • Size 13,500 employees
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About the project

  1. Challenge

    Yves Rocher required a professional contact center to handle outbound and inbound calls as well as order processing tasks. It was crucial to provide a high level of service to clients and ensure 10% monthly sales increase or higher on the client base. The goal of the project was to acquire more customers, improve customer satisfaction, and increase sales.

  2. Key requirements
    • Ability to find an approach to each client, establish contact and provide trust to the company
    • Competent speech and ability to conduct a dialogue in the client's language
    • Expert knowledge of a client's entire product line
  3. Solution

    Simply Contact established a rotating schedule to ensure that customer support is available 24/7. We've also established smooth workflow processes that include inbound calls, outbound calls, administrative tasks, and orders management.

    A great level of product knowledge lets us tackle a large volume of customer inquiries. The company's response speed has dramatically soared by 40%. As a result, the customer satisfaction rate has also increased.

  4. Tasks we fulfill
    • Identifying needs, recognizing problems and consulting customers
    • Introducing the client`s complete product line
    • Selection of the most beneficial offers
    • Maintaining and increasing customer loyalty
    • Order status and delivery information, selection of alternative options
    • Compliance with high standards of company service
Case

Results

An individual approach to each client had multiple positive impacts on the business in terms of business revenue, customer engagement, and satisfaction. Enhancing the customer experience also helped to acquire more customers. Simply Contact agents have managed to provide a 10% conversion rate to sales.

  • 2600

    outbound calls handled per day

  • 60

    agents on the line

  • 10%

    sales conversion rate

Testimonial

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact has been a professional and reliable vendor. They implement specific analytics and quality management practices that ensure the highest quality of customer service. Simply Contact’s innovative and effective motivation schemes for their agents helped us achieve our sales goals. Yves Rocher recommends Simply Contact as a qualified partner in inbound and outbound customer support.

Marina Voloshina
Head of Client Marketing

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