Challenge

Acer needed more outsourcing market experience to benchmark their performance and requirements, to address:  

1. Recruitment
2. Staff retention and continuity
3. Management and understanding of KPIs 
4. Remote management of resource
5. Access to key benchmarking information

Solution

A brief was created and issued to right-fit partners from our extensive network, proposals were reviewed for shortlisting and followed by a presentation stage, CCP provided scoring matrix to facilitate the process based on Acer success criteria:

1. Dedicated team of call agents, with growth potential 
2. Agent profile and depth of IT knowledge
3. Ability to integrate to Salesforce 
4. Proven capability in
   • Sales Generation
   • Appointment setting
   • Database cleanse
   • Increasing brand awareness

Outcome

We remained available to support implementation and establish the ongoing working relationship, success was measured through the number of direct sales or scheduled appointments that led to a sale. 

Significant improvements to the reseller account management handling resulting in the initial 3 year term being extended.