Delivering 182% Revenue with Denave’s Omnichannel Contact Center
Services in the APAC Markets

Introduction: The Power of Omnichannel Contact Center Services

In an era defined by rapid digital transformation and shifting consumer expectations, the significance of effective customer engagement cannot be overstated. To meet these evolving demands, the world's largest IT brand sought to partner with a company that could elevate its customer experience game. Denave emerged as the partner of choice, armed with a vision to revolutionize the IT giant's customer engagement strategies.

Monitoring Key Performance Indicators (KPIs): A Recipe for Success

Denave approached the challenge with a data-driven mindset. Key Performance Indicators (KPIs) were meticulously monitored to gauge productivity, efficiency, and overall contact center performance. These KPIs included call volume, average handling time, pipeline management, conversion rates, and sales targets. These metrics served as the compass guiding Denave's strategy, ensuring every decision was backed by insights.

Setting the Bar High: Exceeding All Expectations in 2022

Using a blended approach and multilingual telesales services team, Denave continued delivering higher impacts and exceeding revenue quotas. In the year 2022, the team not only met but exceeded the targets for all three primary KPIs in the APAC markets:

• • All Up Revenue: Achieved an astounding 133% of the target.
• • Cloud Revenue: Surpassed expectations with a remarkable 154%.
• • Cloud Consumption Revenue: Skyrocketed to an impressive 182%.

These achievements were a testament to Denave's unwavering dedication to delivering tangible results. The BPO was awarded as ‘Best Outbound Contact Centre’ at CCAM Contact Center Industry Awards at Malaysia.

Initiatives that Made a Difference

The journey to success was marked by innovative initiatives that drove significant improvements in the BPO outsourcing services. Some of the standout achievements included:

1. Performance-Based Incentive Program: Denave introduced a performance-based incentive program that aligned individual and team goals with key metrics, fostering a culture of excellence.
2. Optimizing Dialing Strategies: By identifying optimal times for customer contact and minimizing idle time, Denave's team significantly increased meaningful connections, resulting in higher efficiency of both outbound and inbound calling strategies.
3. Customer Insights and Segmentation: Agents were armed with insights on customer purchase trends and industry insights, allowing for more personalized and effective interactions.
4. Pipeline Hygiene: Denave improved forecast accuracy by defining BANT criteria and auditing pipelines at every stage.

Overcoming Challenges and Achieving Sustainable Growth

One of the major challenges was increasing user consumption and achieving sustainable growth. Denave tackled this challenge through a series of initiatives, including IT deployment analysis, personalized demo sessions, and focused campaign design. The result was a substantial increase in cloud adoption and consumption, exceeding quarterly targets consistently.

Evolving Metrics and Focus Areas

As the BPO outsourcing services evolved, Denave recognized the need to adapt. Some call center metrics that were once relevant, such as Average Handling Time (AHT) and Occupancy Rate, gave way to new priorities. Net Promoter Score (NPS) and Value Addition emerged as critical indicators of success, putting more emphasis on customer loyalty and providing value to customers.

Quality Monitoring and Customer Feedback

Denave's commitment to quality was unwavering. The team implemented a rigorous quality monitoring process, ensuring that outbound calls adhered to ethical standards and provided a positive customer experience. Negative feedback was addressed proactively, emphasizing prompt response, feedback loops, and continuous improvement.

Embracing Technology for Enhanced Customer Experiences

The deployment of new technologies played a pivotal role in enhancing customer experiences. It led to improved First Call Resolution (FCR), personalized customer interactions, and enhanced call quality and compliance. Denave's approach aligned perfectly with the evolving landscape of remote work and technological advancements.