Success stories
Where DOTS has made a difference
Scalability/ Flexibility
CHALLENGE
A high-profile government campaign overwhelmed their current provider and they could not meet staffing requirements or achieve KPIs.
APPROACH
DOTS provided scalable and flexible staffing requirements to meet commitments to the government.
SUCCESS
Out of 40 partner suppliers, DOTS consistently performed within the top 5 providers across all metrics. Across a 12 month period, DOTS flexed between 300 and 1500 members of staff, by as many as 100 within a week.
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Customer
Satisfaction
CHALLENGE
A wealth management company required a trusted partner and impartial third party to conduct their annual customer satisfaction survey.
APPROACH
DOTS worked with the wider MBA Group to create and send mailings, deliver online surveys and provide a contact centre for clients who wished to submit their commentary over the phone.
SUCCESS
We received positive feedback from customers who felt that their thoughts mattered and were impressed by the variety of options, especially those requiring large print and braille communications, enabling them to have their say.
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Cost to
Collect
CHALLENGE
An in-house debt collection company were struggling with an increased headcount and associated costs to ensure committed debt recovery was achieved.
APPROACH
DOTS were entrusted to take on one of their service lines to reduce the cost to collect.
SUCCESS
We diverted clients away from voice channel only payments to reduce required headcount and restructured human interaction to concentrate on the difficult conversations. We successfully reduced the cost to collect from 13p to 8p in £1.
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Sales
Conversions
CHALLENGE
An online property sales and rental company were struggling in-house to go beyond the basic customer service touchpoints, achieve satisfactory take-up of service and cross-sell in mortgage referrals.
APPROACH
DOTS attracted and retained high calibre sales staff who became embedded into the client’s company culture through bespoke and targeted training, ensuring every interaction became an opportunity.
SUCCESS
Mortgage referrals quadrupled, cancellation rates halved and valuations more than doubled.
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