Contact us:

SELLBYTEL Group
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.de

+49 911 9339 0

Local business hours
07:30 to 18:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T06:30:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Asia
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +08:00)
Business hours in your timezone
2014-01-01T00:00:00Z to 2014-01-01T12:00:00Z

SELLBYTEL APAC
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +10:00)
Business hours in your timezone
2013-12-31T21:00:00Z to 2014-01-01T09:00:00Z

SELLBYTEL Group GmbH
Tullnaustraße 20
90402 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group
Mark BBDO
Křižíkova 160/71, Karlín, 186 00
Praha 8, Prague, Czech Republic

info@sellbytel.com

+420 296 73 6200

Local business hours
08:00 to 18:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Group
Tullnaustraße 20
90402 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
8:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

info@sellbytel.es

+34 93 400 5000

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group
Av. Prof. Cavaco Silva, Edificio Qualidade Bloco A2
Tagus Park
2740 296 Porto Salvo – Oeiras, Portugal

info@sellbytel.com

+351 21 0118 920 / +351 21 0118 922

Local business hours
07:00 to 21:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T21:00:00Z

SELLBYTEL Communication Group OOO
Building 10
Derbenevskaya Embankment 7
115114 Moscow, Russia

info@sellbytel.com

+7 495 787 9493

Local business hours
08:00 to 20:00 (GMT +04:00)
Business hours in your timezone
2014-01-01T04:00:00Z to 2014-01-01T16:00:00Z

SELLBYTEL Group, S.A.
Av. Diagonal 197
08018 Barcelona, Spain

info@sellbytel.es

+34 93 400 5000

Local business hours
08:00 to 18:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T17:00:00Z

SELLBYTEL Group GmbH
Tullnaustraße 20
90402 Nuremberg, Germany

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group GmbH
Großweidenmühlstraße 36
90419 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Communication Group OOO
Building 10
Derbenevskaya Embankment 7
115114 Moscow, Russia

info@sellbytel.com

+7 495 787 9493

Local business hours
08:00 to 20:00 (GMT +04:00)
Business hours in your timezone
2014-01-01T04:00:00Z to 2014-01-01T16:00:00Z

SELLBYTEL Group GmbH
Tullnaustraße 20
90402 Nuremberg, Germany

info@sellbytel.com

+49 911 9339 0

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

info@sellbytel.es

+34 93400 5000

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

Brett Leonard
Vice President of Business Development
555 Market Street - 17th Floor
94105 San Francisco, CA

Brett.Leonard@sellbytel.com

001 415 205 8255

Local business hours
to (GMT -07:00)
Business hours in your timezone
2014-01-01T08:00:00Z to 2014-01-01T08:00:00Z

SELLBYTEL APAC
Riverside Point
30 Merchant Road, #03-12
058282 Singapore

info@sellbytel.com

+65 6533 2200

Local business hours
08:00 to 20:00 (GMT +12:00)
Business hours in your timezone
2013-12-31T19:00:00Z to 2014-01-01T07:00:00Z

SELLBYTEL Group
Edificio Qualidade A1 - A2 Bloco A2
Tagus Park
2740 Porto Salvo - Oeiras, Portugal

+351 21 454 1899

Local business hours
07:00 to 21:00 (GMT +01:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T21:00:00Z

SELLBYTEL Group, S.A.
Avda. Diagonal 197 1ª
08018 Barcelona, Spain

+34 93400 5000

Local business hours
08:00 to 19:00 (GMT +02:00)
Business hours in your timezone
2014-01-01T07:00:00Z to 2014-01-01T18:00:00Z

Starting position.

“We need a partner that helps us keep our customers happy and thereby turns them into actual fans of our brand. We also want our partner to stand by our side and proactively create effective solutions for us – no matter what challenge we face. Especially when it comes to forecasting our business, we require a partner ensuring minimum risk and maximum accuracy for us.”

This is the request of our client, an International clothing design and manufacturing company, approached us with. Our solution consists of online store support and specifically customer service in the B2C area. Ever since the beginning of our partnership in 2010, the project has been growing steadily.

Client

International clothing design and manufacturing company

Employees: 3.001 +

Location: Spain

Listed company: Yes

Product portfolio:

Service

Products:

  • Online Store
  • Customer Service
  • Back Office
  • Retail Stores Support
  • Payment Risk Management
  • Logistic Support
  • Outbound Marketing Campaigns

Challenge.

In the course of our partnership we have become the main driver for pushing our partner’s Net Promoter Score. Now obviously our goal is to continue this positive trend and actively contribute to making the end customer’s service experience as pleasant as possible.

Here the challenge is to find and keep highly customer-oriented service specialists that additionally have a background in logistics or advanced software management. And of course a strong passion for fashion and trends goes without saying. Excellent communication skills including fluency in English and native skills in one other language are further essential. 

Result.

We deliver highest precision for our client by calculating expected contact volumes based on orders and our valuable experience from managing other top brands.

Moreover, by putting in place the most innovative flexibility measures we ensure utmost SLA compliance – especially during key dates like Black Friday or Christmas.

And through our extensive Best Practice sharing we are able to transfer existing insights – such as the distribution of the contacts per hour and per channel.

Here is the proof of our successful strategy in numbers:

  • 80 % of calls answered within 30 seconds, 99 % within 60 seconds
  • 80% of E-mails answered within 24 hours, 100 % within 48 hours
  • SLA performance above 90 % 
  • Abandon rates below 3 % 

This is what we have achieved for the client. The result? A very close and trustful relationship that leads to regular extensions of our services, e.g. regarding marketing tasks.

To sum up.

What really makes our success? First of all, our precise recruitment approach makes us find the right people again and again. Surely it is also our focus on training our people on an ongoing basis.

We offer a number of full program trainings, specialized team trainings and short training sessions.

This steady development of our employees vastly contributes to the high customer satisfaction level reached. We simply take quality very seriously and always think ahead – be it through the proactive training of our people or the detailed analysis of their service competences. 

“We totally know that a high customer satisfaction, Net Promoter Score as well as Rebuy Rate are all driven by exceptional customer service. How we put this into practice? Through our excellent forecasting, employee training and development programs. I guess our high CSAT and NPS results speak for themselves!

Olivia. Customer Service Specialist, Barcelona.

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SELLBYTEL | Webhelp Group SELLBYTEL is now part of Webhelp!

We are excited about our new partnership with Webhelp - and the highest standard of customer experience we will continuously provide.
Find out more here and stay tuned for changes and updates during this exciting time of transition.
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