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ACP
created a toll free IVR application as a convenient,
low-cost touch point for consumers to contact XM
Satellite retailers for more information and a coupon
to redeem in-store. Callers were prompted to leave
their name and address data to receive a coupon and
additional product information. The caller could also
learn the location of the XM Satellite retail store
nearest them by entering in their zip code. ACP collected all caller information,
transcribed the data and managed fulfillment. |
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ACP
The program greatly Exceeded XM Satellite's goals by
dramatically cutting costs and alleviating the
call-volume strain on the group's live contact center.
The XM Satellite advertising ran on 32 different cable
stations (ESPN, FOX News, MTV, FX) and in select radio
markets. The automated toll-free line allowed for
1000’s of simultaneous calls generated by the
advertising– too much traffic for live agents.
Leaving the live operator centers out of the line up,
resulted in a significant cost savings. Plus, customer
requests were handled more efficiently with 24/7
coverage. The cell phone also proved to be a
highly effective touch point for people who heard the
radio spot in their cars.
ACP
delivered a cost efficient solution that was a benefit
to the consumer and the retailer, increasing sales,
customer loyalty and satisfaction levels. All data
collected via the program was tabulated to generate
custom reports to measure the effectiveness and value
of this media campaign and phone service.
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