TBG Group assists The Openwork Partnership and the FCA with booking free, no obligation appointments with qualified FAs
The Openwork Partnership is one of the longest established and largest financial advice networks in the United Kingdom. The company consists of over 4,100 advisors based in nearly 700 firms and supported by 600 Openwork colleagues.
Campaign Objective and Project Background
The Openwork Partnership wished to engage with lapsed (legacy pension) customers, offering them a free, no obligation service driven appointment with a qualified Financial Advisor, to discuss potential changes around their circumstances, making sure the clients were offered the best advice that suited their personal/individual circumstances.
Services Provided:
Project execution
Prior to any dialling taking place, TBG Group were subject to a highly detailed Compliance Audit – TBG Group premises were visited on multiple occasions and our CRM/Phone System/Staff were all vetted as part of the clients due diligence/on boarding process.
As the Campaign was within the Financial Services arena, compliance, quality, reputation and risk were at the forefront of TBG Group and The Openwork Partnership’s agendas. The calls were B2C, and as the customers were varying in age and financial awareness, TBG Group worked with The Openwork Partnership and trained their staff vigorously to follow a strict service driven/process protocol; an extremely compliant script was finalised and practice calls were carried before each agent was allowed to “Live Dial”.
A personalised letter was sent to each customer, from the Financial Advisor; TBG Group Agents called the customer and referenced the letter, enquiring if would they like to discuss anything contained in the letter with a named Financial Advisor. Throughout the dialling, we continually reminded our trained Agents that this was a service driven offering. We did this by utilising our CRM and having bespoke reminders pop up reminding our team of compliance questions and the script. Our QC team also reviewed calls every day (as agreed with client) to make sure the journey for the customer was compliant and aligned with the client’s strict requirements.
TBG Group allocated 3 highly experienced Agents to the Campaign, whilst also agreeing strict KPI`s around the customer journey. QC was a high priority especially when “live calling” began. TBG Group called between the hours of 0900 & 2000 initially, to ascertain what was optimum customer contact time. We gave the client full access to a bespoke designed dashboard on our CRM, allowing for full transparency and accessing of reports in real-time. We insisted that regular meetings and feedback sessions with compliance were also carried out, initially on a daily basis:
- Internal call auditing
- Consultative script reviewing
- Call cycle analysis for most effective dialling
- Cross trained agents AND agents with specialisms
Project execution
Prior to any dialling taking place, TBG Group were subject to a highly detailed Compliance Audit – TBG Group premises were visited on multiple occasions and our CRM/Phone System/Staff were all vetted as part of the clients due diligence/on boarding process.
As the Campaign was within the Financial Services arena, compliance, quality, reputation and risk were at the forefront of TBG Group and The Openwork Partnership’s agendas. The calls were B2C, and as the customers were varying in age and financial awareness, TBG Group worked with The Openwork Partnership and trained their staff vigorously to follow a strict service driven/process protocol; an extremely compliant script was finalised and practice calls were carried before each agent was allowed to “Live Dial”.
A personalised letter was sent to each customer, from the Financial Advisor; TBG Group Agents called the customer and referenced the letter, enquiring if would they like to discuss anything contained in the letter with a named Financial Advisor. Throughout the dialling, we continually reminded our trained Agents that this was a service driven offering. We did this by utilising our CRM and having bespoke reminders pop up reminding our team of compliance questions and the script. Our QC team also reviewed calls every day (as agreed with client) to make sure the journey for the customer was compliant and aligned with the client’s strict requirements.
TBG Group allocated 3 highly experienced Agents to the Campaign, whilst also agreeing strict KPI`s around the customer journey. QC was a high priority especially when “live calling” began. TBG Group called between the hours of 0900 & 2000 initially, to ascertain what was optimum customer contact time. We gave the client full access to a bespoke designed dashboard on our CRM, allowing for full transparency and accessing of reports in real-time. We insisted that regular meetings and feedback sessions with compliance were also carried out, initially on a daily basis:
- Internal call auditing
- Consultative script reviewing
- Call cycle analysis for most effective dialling
- Cross trained agents AND agents with specialisms
Results
TBG Group contacted over 3000 customers over an initial 3-month period and successfully generated high quality, service driven appointments. Our CRM delivered real time, live Management Information for our client. The client had their own portal access enabling them to access reports at will. Following the successful trial, we are now at the start of a 3 Year Contract with The Openwork Partnership and both parties could not be happier!
Results
TBG Group contacted over 3000 customers over an initial 3-month period and successfully generated high quality, service driven appointments. Our CRM delivered real time, live Management Information for our client. The client had their own portal access enabling them to access reports at will. Following the successful trial, we are now at the start of a 3 Year Contract with The Openwork Partnership and both parties could not be happier!
Get in touch
Whatever your query is – we’re here to help. Speak to our experienced team by submitting a form below.
Get in touch
Whatever your query is – we’re here to help. Speak to our experienced team by submitting a form below.
