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Crew Clothing Co. appoints Converso to manage customer care for direct sales channel- lifestyle brand on target to achieve 50% growth Converso Contact Centres has been appointed by British lifestyle clothing brand Crew Clothing Co. to manage inbound calls and web enquiries for the company’s direct sales channel, which is expected to achieve 50% growth by the end of the year. Head of Marketing at Crew Clothing, Rachael Barr explains its decision to outsource and why the company selected Converso “Our business was expanding and we were fast outgrowing our ability to handle enquiries in-house, so we needed an external partner to help manage the increase in orders. We looked at several suppliers but felt that Converso’s credentials were ideally suited to our business model and their knowledge and experience of retail was outstanding. We were extremely impressed by their team and also the high quality work they had done for other brands such as TM Lewin and Charles Tyrwhitt.” In addition to its 61 stores nationwide and on-line store, Crew Clothing also sends out on average 18 catalogues a year via direct mail to its customer base and has just launched its Autumn range. As well as managing calls, Converso also handles web-based queries from its on-line store and will either email or call a customer back dependent on the type of enquiry. Crew Clothing is currently working with Converso ‘On making every call count’ to ensure that service is exemplary and Converso’s telephone advisors are replicating the same type of personal face to face service customers would expect to receive in their shops. Rachael Barr explains, “Converso is offering more than just a customer enquiries service, they go that extra mile to give the customers what they want whether it’s advice on outfits or even recommending a whole new seasonal wardrobe. So far the response from customers has been excellent and Converso is really helping us to improve our customer service and drive forward sales. As a result we are on target to achieve 50% growth from our direct sales channel by the end of 2009.” -ends- Editor’s Notes: About Converso: Headquartered in Southend, UK, Converso Contact Centres provides outsourced inbound and outbound call handling. The company’s ell-trained, highly motivated and friendly staff are an all-important first point of contact for its customers and are backed up by a virtual call centre - a sophisticated blend of people skills and advanced computer and telephone integration. The company services a range of industries including finance, utilities, public sector, manufacturing, leisure, IT & telco, retail and the arts. Converso employs over 250 staff and works for some of the UK’s best known “Blue Chip” companies and government departments. In 2007, the company was acquired by Usha Martin Group (News - Alert) (www.ushamartin.com) www.converso.co.uk About Crew Clothing: Crew Clothing Co is a British lifestyle clothing brand that is as appropriate for sailing or après-ski as it is for smarter occasions that require a stylish look. The Crew brand was first established in the sailing town of Salcombe (Devon) in 1993 by Alastair Parker-Swift (News - Alert). The appeal of the brand lay in the simplicity of the designs and the quality of the fabrics, and it soon attracted a loyal following of customers who enjoy an active lifestyle. This loyalty has shaped Crew Clothing and helped grow the brand to where it is today. Over the years, Crew Clothing has sponsored key social & sporting events throughout the sporting calendar. We have been proud to sponsor the England Polo Team for a number of years and continue to be sponsor and clothing supplier of this highly successful International team. Crew Clothing supports the children's charity, Sparks. You can shop with Crew online, by telephone, or by visiting one of the 61 stores across the UK. www.crewclothing.co.uk Press Contact: Jane Moores/Sally Minchin, TTA (News - Alert) Communications LTD. Tel: 00 44 (0)845 658 0120 or 01225 580214. e-mail: [email protected] ### As a community-building service, TMCnet allows user submitted content which is not always proofed by TMCnet editors. If you feel this entry is of inferior quality or wish to report it for some reason, please forward the URL to "webedit [AT] tmcnet [DOT] com" with your comments. |