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success cases · on the record

Callnovo success cases

Callnovo has successfully implemented many short-term and long-term call center outsourcing projects in a wide spectrum of industries with very high success cases.

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Among them, some projects are small businesses simply in need of single language customer service representatives to handle some small volume of inbound calls and emails to get started; some are medium businesses in need of a team of call center agents to conduct market survey or lead generation to expand the market-and, some are large corporations in need of hundreds of multi-language inbound customer service and sales representatives to handle customer contacts from all around the world.

At Callnovo, we can handle all of these easily with our professional call center team and facilities. The success cases listed below are some examples.

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Due to confidential reasons, we cannot release further details and names of the clients.

We are always more than happy to leverage our nearly 20′ years’ call center experience, talent, and technology to empower your business!

the ledger

10 engagements, on the record

Outbound B2B Sales

Hours: 6 Hours / 6 Days
Language: Mandarin
Region: UK

UK SME in Food Industry

Client is a small business specializing in serving UK restaurants. Callnovo’s outbound B2B team makes telemarketing calls from China to UK Chinese restaurants to sell Alcohol Licensing courses. Client has reduced the labour costs by 60% by outsourcing the call center to Callnovo. In addition, the turn-over rate is extremely low compared with hiring staff in local London. All telephone calls are recorded for training and quality purposes so that the Client’s managers can quickly give tips and feedback to the telemarketing team, even when the Client’s managers are on the road.

Inbound B2C Sales and Customer Service

Hours: 24 Hours / 7 Days
Language: English
Region: World-Wide

Online US Start-up Tourism Company

Tourism customer service needs to be very professional, courteous and detail-oriented. The job nature of booking a hotel room for end-customers is not only customer service, but also sales. Callnovo’s team deeply understand the tourism business logic and therefore offers a comprehensive solution for the client. Callnovo’s Philippines English call center customer service team provides neutral accent fluent English service in speaking and writing. End-customers are requested to give scores to the call center CSRs via post-call IVR surveys function. Sales and customer care KPIs are monitored on a daily basis. Callnovo’s management team also customizes a bonus system for the Philippines English call center team to best match the project objectives and client corporate culture.

Hours: 24 Hours / 7 Days
Language: Mandarin, Cantonese, English
Region: USA, Canada, UK, Australia

US Brand Name IPTV and VoIP Company-KyLinTV

The overseas Chinese population has been increasing drastically in the recent 15 years. KyLinTV is the largest and most successful IPTV and MVNO company in the overseas Chinese community. Selling and servicing Chinese overseas customers in the mother language is definitely an advantage. Now, customer experience has improved, ARPU has increased, AHT has been reduced, Sales close rate has increased significantly, Last but not least, the Client has cut the call center cost by 60% by outsourcing their call center to Callnovo. Callnovo’s experienced team is committed to offer excellent Telecom sales and customer service call center solutions to any small or large firms world-wide.

Inbound B2C Customer Service

Hours: 10 Hours / 5 Days
Language: Mandarin
Region: China

Famous European Luxury Retail Store

Client is the world’s largest leading duty-free retailer, offering guests world-class brands and exclusive merchandise with tax and duty-free savings. Client has been expanding the business into China and the business has been growing in recent years. As part of the clients’s business goal is to create unforgettable shopping experiences, Callnovo uses the state-of-art customer relationship management system and well-trained team to provide the best customer service to the client’s end-users in the China region.

Hours: 12 Hours / 7 Days
Language: Mandarin
Region: China

Famous European Airline

With intensive competition both at home and abroad, the key factor the airline industry is facing is to offer outstanding service, improve customer loyalty and attract new customers. Callnovo’s team has full call center expertise in air ticket booking and handling, as well as professional knowledge to handle routine airline customer care tasks, such as baggage claims, passenger information support, complaints, assisting agencies and corporate clients, air miles handling etc. The Europe airline client is very satisfied to have a China call center outsourcing partner to work with on a daily basis.

Outbound B2C Lead Generation

Hours: 4 Hours / 6 Days
Language: Mandarin
Region: Ontario, Canada

Famous Canadian Investment Company

Client has a channel of consistent opt-in leads but the leads are not fully nurtured and the leads don’t speak English as the mother language. Callnovo’s team conducts outbound calls from China to Canada by using an advanced call center platform. End-customers are willing to talk about the investment plan interest such as RESP, RRSP, life Insurance in the Chinese language. Callnovo’s telemarketers then book appointments and send Investment Specialists to end-customers’ premises to do professional presentations.

Inbound B2C Customer Service and Sales

Hours: 12 Hours / 7 Days
Language: Mandarin
Region: China

US Start-Up Fashion Company

Client is a star-up directly selling fashionable clothing to many countries including China. Callnovo assists the client to setup China 400 toll free numbers and local numbers and assign young energetic call center staff to take the inbound calls. All the calls are recorded for quality control purposes and daily SLA reporting available in real-time on the cloud for the client to review. Chinese customers can call the China call center number to track the shipping status, request for replacements or refunds, etc. The client is selling happily into China as if the company has a physical office in China.

Outbound B2B Market Survey and Lead Generation

Hours: 8 Hours / 5 Days
Language: Mandarin
Region: Mainland China, Hong Kong, Taiwan, Singapore

Famous US SaaS Software Company

A famous US SaaS Software Company is launching a new service in the Greater China Region. Getting accurate Chinese IT decision makers’ point of view on the service is an essential initial step. Callnovo’s experienced IT B2B outbound team successfully achieves the market survey objective and generates a large amount of qualified leads for the client.

Inbound and Outbound B2B Customer Service and Lead Generation

Hours: 24 Hours / 7 Days
Language: Mandarin, Cantonese, English, Spanish, French, Hindiand Punjabi.
Region: World-Wide

Famous Online China B2B Market Place-Alibaba

A one-stop multi-language call center solution is the key factor attracting Alibaba to Callnovo the call center contract. Since this client’s call center requirement was originally for one year, Callnovo solved the client’s challenge with such a one stop solution. “One-stop” also means “one responsibility”. The client doesn’t need to manage multiple teams anymore. Callnovo has streamlined the service quality in all languages across all countries. This has comprehensively improved service quality and efficiency.

Inbound B2C Customer Service, Social Media

Hours: 24 Hours / 7 Days
Language: Mandarin, English, Spanish
Region: California, US

US Real Estate Agents with Famous Real Estate Company, RE/MAX

Successful real estate agents are mostly extremely busy. Liberating them from tedious non-core jobs can make them even more successful. Callnovo’s multi-lingual call center team enhances the RE/MAX real estate broker’s competitiveness by offering cost-effective and loyal long-term real estate virtual assistants. Callnovo’s Chinese and English virtual assistants can search and update MLS, type contracts, prepare CMAs, coordinate, manage social media content etc. With this solution, real estate agents only need to focus on one thing: selling houses. Real estate agents’ revenue normally increases at least by 30-40% within 3-6 months after using Callnovo real estate virtual assistant services.

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