ADP provides workplace solutions to simplify lives and change the way the world works. They are a global provider of cloud based Human Capital Management (HCM) solutions and Business Process Outsourcing (BPO), among other services. They are one of the biggest providers of human resource software solutions and an estimated one out of every six employees in the U.S. receives their paycheck through ADP.
ADP was looking to establish a new onshore center to answer inbound calls, chats and webforms from prospects and clients. They required a skilled team of Lead Development Specialists (LDRs) to effectively pre-qualify inbound leads and ensure those leads with all the qualifying details were directed to the most appropriate seller within the company. They required coverage from 8:00am – 8:00pm to support the US and Canada.
Inbound forms handled annually
Inbound calls handled annually
Answered within 20 seconds or less
Qualified prospects passed to key sellers
How We Achieved These Results
The Harte Hanks LDR teams – of which there are two: one team of 14 for inbound phone and chat and one team of 12 for inbound webforms provide specialized skills and knowledge of the Human Capital Management (HCM) sector and ADP’s products and services across a broad array of solutions, including Payroll, Insurance, Health and Benefits, and Retirement Services.
The team handles 69,000+ inbound calls per year on 50+ Toll Free Numbers (TFNs). 95% of those calls are answered within 20 seconds after a caller selects “sales” in the Interactive Voice Response (IVR) system. Calls that constitute qualified leads – more than 35,000 annually – are typically transferred within three and one-half minutes to the most appropriate seller for further qualification including configuration, pricing and quotes (CPQ).
Harte Hanks also handles over 100,000 inbound webforms per year with an expectation that 80% of those are handled within 90 seconds. The 42,000+ annual webforms that constitute qualified leads are routed to the most appropriate inside seller at ADP for further qualification including configuration, pricing and quotes (CPQ).