Polaris World
In an industry where every call counts, it is vital that we can provide cover on our phones at all times. ROCKETUK.COM has proved to be a reliable and professional service for us and our clients
Polaris World is the world’s leading luxury Spanish property company, specialising in building residential property and hotels in high quality resorts. All of these resorts are designed and built around PGA standard golf courses, created by six times Masters and five times PGA champion, Jack Nicklaus.
As part of a major development plan in the Murcia region of south east Spain, Polaris World conducted an extensive media advertising campaign to substantially increase consumer awareness of the brand. Advertisements were placed in UK newspapers, on nine UK television channels, on prominent billboards and in magazines. The advertisements prompted potential clients to call a free 0808 number to request a brochure and to find out more information.
The effects of the campaign were immediate with a dramatic increase in call volumes at the Polaris World call centre in London. The Assistant Commercial Manager at Polaris World, Julia Morton explains, “We pride ourselves in offering our clients a first class experience from start to finish. The increase in calls meant that a potential client could be held in a long queue before they spoke to an adviser. This was unacceptable, so the answer was to outsource the overflow of calls.”
Pre-launch
Polaris World had already been in contact with the outsourced telephony service provider, ROCKETUK.COM, to secure the free phone number for the media campaign. The decision was made to use its Rocket Ansa-Call service as an extension to its call centre in London to absorb the overflow of calls.
ROCKETUK.COM analysts conducted a situation audit using call volume data obtained from the call centre to calculate the average length of time each caller had to wait to speak to an agent and the number of dropped calls. As a result, it was advised that Polaris World utilise Rocket Ansa-Call’s 75 seat Aldershot call centre for 24 hours a day to stop any missed opportunities.
Between the hours of 9am to 7pm all calls would be routed directly to the Polaris World call centre with any over flow being picked up by Rocket Ansa-Call agents. Any calls falling outside of these hours would automatically be routed through to a trained Rocket Ansa-Call agent. In addition, any call that was not answered within 15 seconds would automatically be sent through to a Rocket Ansa-Call agent
Home from home
Each Rocket Ansa-Call agent was individually trained to ensure consistency between the call centre in London and the ROCKETUK.COM call centre. By comprehensively training the agents on each element of the Polaris World portfolio, they were instilled with the confidence to effectively convey the Polaris World brand and offer all callers great customer service. “In an industry where every call counts, it is vital that we can provide a qualified voice on our phones at all times. ROCKETUK.COM has proved to be a reliable and professional service for us and our clients,” states Morton.
In addition to call taking, ROCKETUK.COM also provided Polaris World with weekly statistical reports highlighting the source of each call i.e. Channel 4, national newspapers or billboard advertising, the reasons for buying a Polaris World property and the budget each caller had available. These reports could then be used to build detailed customer profiles and to determine the most effective medium for advertising.
“We found that by using the service we have been able to capture a larger volume of prospect data, which has in turn provided us with an excellent database for future direct marketing campaigns,” states Morton. “I would certainly recommend the service to any company needing some help to handle their calls. ROCKETUK.COM has taken a genuine interest in Polaris World. They have gone the extra mile with new suggestions for call solutions or even business development.” concludes Morton.
Summary
ROCKETUK.COM provided Polaris World with the following quality service:
- Provision of non-geographic free phone telephone number
- Call volume analysis
- Intelligent networking
- Live call handling 24/7
- Detailed call data analysis
