Kaptec has improved our customer service levels as well as contributing to the bottom line. Unlike our previous supplier, we now work with a small, dedicated team, who operate like they are our own employees and who focus on delivering consistent quality. I would have no hesitation in recommending Kaptec as an excellent business partner for outsourced call centre activities.

Tony McDermott, Operations Director, Bio-Medical Research Ltd.

The Challenge

In Autumn 2008, Bio-Medical Research Ltd. (BMR)  a company specialising in the research, design, manufacture and marketing of medical grade products for both muscle strengthening and pain relief, including Slendertone decided to find a new business partner to manage its outsourced call centre activities.

The goal was to reduce costs and secure a more dedicated, customised service. The large incumbent supplier provided a shared service, where any one of 100 people could answer BMR's inbound customer calls. BMR felt that cost aside, this was resulting in inconsistent service, lack of personal accountability and varying degrees of agent product knowledge. The management team was also removed from the day to day handling of the business and appointments had to be formally made in advance to discuss issues and concerns. All too often, the relevant people were not present at the table and resolution meetings had to be deferred resulting in further loss of valuable management time.

BMR reviewed proposals from five different outsourced service providers including its existing supplier, all of whom were located in Ireland. Kaptec was chosen based on its professional approach, its competitive cost proposal and the considerable industry experience of the management team who had previously been involved in setting up call centres for industry giants like HP, IBM and Dell.

The Solution

Kaptec provided a small, dedicated highly trained team to focus exclusively on BMR business. Tony McDermott feels that this was critical to the success of the service. They feel like our own employees they are involved and passionate about what they do.

Apart from day-to-day operational calls and emails, the management teams at BMR and Kaptec meet regularly face-to-face to review business metrics and brainstorm future plans. The meetings are holistic in content, covering every aspect of the service provided with representatives from Sales, Customer Care, Operations, IT and Finance present.

Tony McDermott is enthusiastic about this approach. We value Kaptec's professionalism. They bring fresh ideas to the table and are always fully focused on the customer experience. It's a real business partnership where we work together to accelerate the growth of BMR's business.

In a few short months, we have moved our call centre activities from being an overhead to being cost neutral. Our next challenge is to make it a profit centre. Based on the sheer quality of Kaptec's performance to date, we are set to expand our relationship with them to include international customer service and outward bound calls. I have every confidence in their ability to deliver.

The Benefits

• Dedicated operational team who are fully integrated into BMR's business.
• Cost-effective solution.
• Huge focus on quality and the customer experience.
• Professional and experienced management team.
• Business partnership approach.
• As an added bonus, Kaptec is located relatively close to BMR's headquarters. While helping to facilitate regular meetings, this was not however a significant factor in the decision making process.

Company: Bio-Medical Research (BMR)
Headquarters: Ireland
Industry: Medical Products
Website: www.bmr.ie