Bord Gais Energy, supported by Conduit, entered the Irish
Electricity Market in February of 2009 with an intensive Marketing Campaign
called ‘The Big Switch’. A discount of up to 14% from the existing
primary supplier was available. Over 100,000 customers switched to this
new service in the first 40 days. This was considerably more than expected
but Conduit activated its ‘fast mobilisation’ plan and at the
peak of the campaign had 120 Call Centre Agents working 24 hours per day,
7 days per week.
Bord Gais, and their new customers, were delighted by our
ability and willingness to meet their requirements without comprimising
on the quality of the service delivery.
In these times of recession, the Bord Gais Electricity service, supported by Conduit, has been deemed as one of the best new services to be introduced in the Irish Market in recent times.
With a new advertising campaign launching over the summer we can expect our success to continue well into this year with the focus on getting as many people as possible to MAKE THE BIG SWITCH!
O2 launched their Fixed Voice and Broadband SME service
offering in October 2008. Conduit provided the Customer Care team to
service all elements of the campaign including the TPV (Third Party Verification)
solution. We also provided the technical support for any faults experienced
in the fixed line transfer.
Due to the success of the campaign, Conduit has built a strong relationship with the O2 business team and continue to support the planned expansion in this area.
We have also worked with O2 for a number of their outbound Sales campaigns.
We deliver a suite of inbound customer service programmes for Tourism Ireland using multi-lingual Customer Service Representatives to handle voice calls, emails and Web-chat transactions. We cover general customer enquiries from prospective visitors for tourism and travel information and from the tourism trade business.
In servicing the diverse nature of queries from a wide multilingual customer base, we provide an adaptable solution. An unscripted but controlled environment was created to present customers with a natural and friendly response, reflecting a recognised and valued characteristic of Ireland. We work closely with Tourism Ireland personnel across 15 market regions within Europe, the United States and Canada and operate in six languages.
We continuously monitor trends and look for ways to develop the Tourism Ireland service in line with global marketing activities and technological advancements.
Conduit has become an integral part of the Tesco Mobile team by sharing in its aims and goals. We deliver a professional and friendly service by keeping it simple and easy to understand. This is achieved by listening to our customers and giving them what they want and need. The knowledge and experience accumulated by the Conduit team has made us a valued partner of Tesco Mobile
Add to this all the other things you’ve come to expect from a Tesco partnership – great choice with a range of products to suit all budgets, and a friendly reliable service you can trust. Tesco Mobile and Conduit is all about helping customers stay in touch for less, with great service and unrivalled quality.
Lifeline Screening is the leading provider of community-based preventive health screenings in the United States and has expanded into the UK and Irish market in the past 18 months.
In June 2008 Conduit were awarded the 3 year contract as their European contact centre provider. Starting with a blended service of 8 FTE it has grown to a headcount of over 40 and now completes a wide range of functions on behalf of LifeLine Screening including Livechat and all back office functions. Call types include customer queries, appointment setting and payment processing.
As the LifeLine Screening business has grown we have worked in partnership with them to provide the optimum level of service across their fast expanding business.
A successful pilot in Italy last year is leading to expansion into Italy on a permanent basis later this year with all calls being handled in Dublin. Further pilots are expected this year and growth is planned into a number of other European countries over the 3 years.
BSkyB is one of the UK’s most recognized brands with nearly 10 million customers. They offer a range of products so that Sky customers do not only have access to quality entertainment, but also to high speed Internet Sky Broadband and home telephone calls with Sky Talk. 15% of Sky customers take all three.
Sky BB & Talk launched in 2006 and this is when Conduit became one of Sky’s core delivery partners.
We continually contribute to delivering excellent service and ensuring all customers have the correct package to suit their needs.
We have supported Sky from their initial tactical requirements right through to our current strategic partnership whilst ensuring the smooth and consistent delivery of excellent customer service.
Currently we are also supporting Sky in the lead up to the F.A. Premier League who have just sold the TV rights for 46 of its games next season to ESPN, the sports network owned by American media giant Disney. ESPN has signed a distribution deal with Sky, which will make its Premier League games available to Sky subscribers.
Vodafone and Conduit’s partnership started in 2004 when Conduit were asked to support phone registrations for Vodafone ‘Pay-As-You-Go’ customers. This grew over the following 18 months to encompass billing and charging services, then technical support for core “post-pay” customers, then more specialist areas such as credit management, e-sales and support for the retail & dealer store network. Within the space of less than 3 years Conduit has grown to become Vodafone’s largest outsource partner in the UK, and continues to grow. We currently employ over 1,000 staff for Vodafone, across two, high value, city centre locations that are currently open 7 days a week, 365days a year, 7am – 10pm.
Vodafone’s partnership with Conduit has grown out of simple and clear client strategy, focused on:-
- leadership in performance within the outsourced and in-house estate
- “guaranteed” (and unbeatable) resource delivery
- an exceptional customer experience
- relevant and valuable real-time MI via our secure web portal, Partnerweb
- innovation, through our wider global technology and product development capability and a true global infrastructure now with 28 call centres in 10 countries.
- providing vital Business Insight to Vodafone, from our expert employees, and from the many conversations with Vodafone customers
- independently focussing on Process Improvement through a dedicated team
- above all, providing excellent value based on our cost in delivering the above