Junk Hunters

Introduction

Junk Hunters Ltd., founded in 2017, is a private company specialising in non-toxic waste removal, headquartered in London and now operating throughout the UK. The company is recognised for it’s eco-friendly waste collection services, utilising innovative methods for effective and sustainable waste management. Junk Hunters Ltd. is at the forefront of the industry in minimising landfill waste and encouraging reuse and recycling for both residential and commercial customers.

The Problem

Junk Hunters has experienced rapid growth and success in the waste management industry but it has encountered considerable challenges in upholding its strong reputation for customer service. As the company broadened its operations throughout the UK, the number of customer inquiries surged significantly. These inquiries included service requests, scheduling, complaints and feedback.

Our Solution

To address Junk Hunters’ challenge of securing a top-notch customer support team, we suggested outsourcing this function to a team based in Sri Lanka.

Based on,

Cost Saving
- Lower Labour Cost
- Lower Operating Costs
Risk Mitigation
- Business Continuity
- Market Expansion
Increased Productivity and Efficiency
- Focus on Core Activities
Diverse Skill Set
- Our main objective was to ensure that Junk Hunters could maintain efficient and responsive customer service, thereby enhancing customer satisfaction and loyalty.

Implementation

Planning and Selection: We conducted an extensive search for customer support teams in Sri Lanka. We assessed potential teams based on their experience, communication skills, and their ability to meet the specific needs of Junk Hunters.

Training and Integration: After selecting the best team, we provided thorough training to ensure alignment with Junk Hunters’ values and service standards. We integrated the team with Junk Hunters’ existing CRM systems and processes to facilitate smooth operations.

Customised Training Program
Role Play and Simulations
Technical Integration (CRM Systems)

Ongoing Support and Evaluation: We established regular meetings to keep communication open and address any issues that arose. We implemented performance monitoring tools to track customer support metrics and promote continuous improvement.

Regular Communication
Performance Monitoring
Continuous Improvement

Results and Impact:

Improved Customer Service

Result:

- The average response time for customer inquiries decreased from 24 hours to less than 4 hours.

Impact:

- The customer satisfaction score rose from 70% to 90%, showing a notable boost in positive feedback from customers.
- The improved customer service experience led to a 15% increase in customer retention rates.
Enhanced Efficiency

Result:

- The customer satisfaction score rose from 70% to 90%, showing a notable boost in positive feedback from customers.
- The improved customer service experience led to a 15% increase in customer retention rates.

Impact:

- The improved processes and heightened productivity enabled Junk Hunters to shift resources to other essential business areas, enhancing overall efficiency.
- By outsourcing the customer support team, Junk Hunters realised a 25% decrease in operational costs associated with customer service.
Positive Business Outcomes

Result:

- The improved customer support led to a 10% boost in sales, as happy customers were more inclined to recommend Junk Hunters to their friends and family.
- The referral rate saw a 20% rise, reflecting greater customer loyalty and effective word-of-mouth marketing.

Impact:

- The reliable and top-notch customer support enhanced Junk Hunters’ standing in the market, drawing in new clients while keeping current ones satisfied.
- The adaptable support system allowed Junk Hunters to manage future growth and expansion effortlessly.