The Client



Athena FT relaunched the Athena Pelvic Floor Exerciser in the UK during early 2009. 

The challenge was to build quality, cost efficient sales handling and customer service to support the product, but where volumes were likely to vary from serious peaks of activity around DRTV and then fall back to very low volumes. 

In addition the service required discrete, sensitive handling which wasn’t feasible in the usual contact centre environment.   

The low volumes projected initially meant that many outsourcers who were approached were not able to offer a cost effective means of delivering the service. 

A former colleague introduced them to Maygenta. Maygenta were able to offer the Qflex™ shared contact handling service which is delivered using a homeshored model. Maygenta  were able to ‘skills match’ to find the right profile of customer service agent and deliver very flexible resourcing to ensure that the peaks and troughs are handled effectively and cost effectively.  

Agents are chosen for a combination of customer service and sales skills together with their ability to empathise with the target audience. Maygenta’s highly experienced operational management team are the final key element, ensuring that the project is planned carefully around expected activity such as the DRTV and monitored professionally on all the usual performance criteria. 

The Maygenta team have built a confident team of advisors who convert enquirers into sales through sensitive contact handling and deliver customer service to support after sales.  

	Nationwide network of homebased professionals		Match advisor skill sets to customer profiles
	Rigorous interview and recruitment process		Security/ Background checks with ongoing verification
	Local team leaders ensure performance monitoring		Home-office set up and system training
	Over 25 years in call centre operations for mid size and blue chip clients.		HIGHLY COST EFFECTIVE!

“I have no hesitation in recommending Maygenta for their exceptional delivery. They are open and helpful, proactive and highly experienced in their field.  It is unusual to find a team that adds value at every stage - as they do! They always go above and beyond their brief and have helped us build sales of our product consistently since they started working with us.”

Gerry Bagnall, Athena FT/Merchant City Group