P&MM is an award winning marketing services agency that specialises in performance improvement. They create Business to Business and Business to Employee programmes including those which offer employee benefits. For instance, they develop salary sacrifice schemes where an employee may swap salary for a benefit and in so doing increase their buying power through tax benefits.

These include schemes for childcare, travel to work, cycling to work and holiday schemes. The challenge they face is that throughout the year they have serious peaks of activity around the launch of new schemes which can lead to their call volumes increasing dramatically. This put real strain on the administrative team who run the schemes.

It was also felt it might impact the engagement of employees in schemes if they couldn’t get queries resolves swiftly.

Maygenta were able to offer the QFLEX™ contact handling service which is delivered using a homeshored model. All contacts are diverted to Maygenta during launch until the volumes drop off or the scheme entry date close. Maygenta are 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 efficiently.

Agents are chosen for a combination of customer service skills together with their ability to empathise with the target audience. They handle any queries arising and enrol callers into the schemes. Maygenta’s highly experienced operational
management team are the final key element, ensuring that the project is planned carefully around expected activity and monitored professionally on all the usual performance criteria.

The trial project was designed to be ‘self funding’ by increasing employee conversion into scheme.

The initial scheme increased employee engagement by over almost 50%. Both p&mm and their clients were happy with the quality of engagement. Subsequently Maygenta are ‘plugged’ in around all launches to ensure employee engagement is
optimised.

“The Maygenta team act as an extension of our in house team adding measurably to their success. They are innovative, positive and flexible and have really added value to our proposition.”

George Howells, Operations Director, p&mm