Case Studies : A winning partnership with DBF has proved the value of outsourcing for Tipp24
When the international online lottery business Tipp24 decided to relocate its business to the UK from Germany it gave itself just three months to find an outsourced partner and establish its operation. Finding the right partner can be a bit of a lottery (excuse the pun), but Tipp24 struck lucky when they met with DBF.
"We contacted several companies and DBF was the first to respond," says Tipp24's Head of Customer Service Jorg Rebenstorf. "Once we'd me them we stopped looking elsewhere." Jorg and his team immedately felt they'd met a partner that matched their customer focused culture and could meet their need for speed. They were right. Within just six weeks of takign the brief the DBF operation fr Tipp24 was up and running. "The good news is that our customers didn't even noticethe change," says Jorg, "and our service levels were matched from day one."
Close to the customer
Before engaging with DBF, the team at Tipp24 had anticipated outsourcing for a short time, but bringing the operation back inhouse once firmly established in their new UK home. That hasn't happened and, in fact, today DBF is Tipp24's exclusive custoemr service partner for the UK and Germany. "Being close to the customer has always been vitally important for us," says Jorg. "It was hard for us to believe we could outsource and maintain that closeness, DBF proved us wrong."
DBF recognised in Tipp24 a client taht was committed to its customers and, together, the partners found a way to make it work. Tipp24 has a constant presence at the DBF site - either Jorg or a member of his team - that supports DBF's contact centre leader and works closely with DBF's agents. "I'm not in charge," says Jorg, "that's DBF's role, but I work alongside and help to make sure the whole team feels close to Tipp24, excited by our lotteries and enthusiastic about our customers."
DBF has devised another way to keep Tipp24 and its customers close. A Voice of the Customer pogramme has been established to capture customer responses to every interaction. It provides a valuable measure of customer satisfaction, of course, but, more importantly, allows DBF to question customers about how they view Tipp24 products, feel about the service or think about online lotteries. "We're able to input questions and gather free-form responses directly from customers about a whole range of subjects," says Jorg. "These insights are shared with the Tipp24 management team and used to drive change across departments that will not only impact customer service delivery but every aspect of how we work."
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Post contact surveys measure whether the cusotmer felt their issue was dealt with well by the agent, found the interaction easy and would provide a recommendation on the strength of it. The resutls indicate an NPS score of +46. These positive results have been reinforced by an independent survey in Tipp24's biggest market, Germany. A survey conducted by the Germany Society for Consumer Studies evaluated 10 online lottery providres. Tipp24 came second only to the German State Lottery.
Tipp24 chose the UK as a springboard for expansion across Europe. Today it provides white label lottery services to over 30 organisations - sports clubs for the most part. "These organisations are rightly protective of their brand and supporter base," says Jorg, "so its important that the customer service we provide is exceptional." Effective contact routing means that every customer from every white label partner is recognised, welcomed and served appropriately.
"We envision that our future growth in Europe will come from providing white label lottery formats to organisations like these, or by partnering with state lotteries to deliver the technology and know-how to introduce exciting online lottery formats, says Jorg. All of this means that growth across the continent is very much on the agenda for Tipp24. "And we're confident we've chosen a partner that can grow with us. Not only is DBF the right cultural fit for our business, they have operational capability across mainland Europe as well as the UK," says Jorg.
The company that was, at first, reluctant to outsource customer managemetnt has found it can gain operational and financial flexibility, without compromising its relationship with customers. Sounds like a winner!
"DBF convinced us that outsourcing could be, not just a stop gap, but a permenant solution for our business as we grow and expand across Europe. Their enthusiasm for our business, their passion for their own and their willingness to work in true partnership has secured our trust and our respect," concludes Jorg Regenstorf of Tipp24.
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About CCA International:
CCA International is an international core contact solution provider in the outsourcing market. CCA International’s service offering spans the customer contact via a multi-channel platform. Launched in the UK in 1992 and acquired by CCA International in 2000, it operates 17 contact centres across 7 countries and is listed on the Euronext, Paris where it has its headquarters. It employs 4,500 staff globally with 600 in the UK.
About Annie Garthwaite Communications Ltd:
Marketing Consultancy for a range of contact centre, customer management services and technology businesses.
Published: Monday, July 6, 2015
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