Iceland Health

Challenge: Iceland Health was promoting soft offers (no price stated in the advertising); it needed a call center that could develop scripts and successfully sell its products to the U.S. Hispanic market.

Solution: Listen Up Español collaborated with Iceland Health before the media even ran, helping to ensure that every aspect of the campaign was on target. For example, their spot for a joint relief product featured a Cuban actor, and we knew his dialect would not connect with the U.S. Hispanic audience; we urged them to redo the creative with an actor who had a more mainstream dialect.

Results: Listen Up Español launched a successful campaign that not only exceeded the client's sales goals, but built a higher level of trust for the Iceland Health brand in the Hispanic marketplace.

Challenge: Client wanted to expand sales to the U.S. Hispanic market of its InStyler hair care product.

Solution: Our ability to manage higher call volumes meant that the client was able to get more sales for its media dollars. Also, to ensure that agents were armed with complete knowledge of the product, we developed training videos and had the agents participate in making them, giving them real-life experience with the product.

Results: After coming to Listen Up Español, call volume climbed from 18,000 to 24,000 calls in just a few weeks, and ultimately the client was able to triple the number of calls.

Challenge: Client wished to expand penetration of its adrenal weight loss system deeper into the U.S. Hispanic market. As a new product introduction, customers were unsure of its benefits and whether they wanted to buy.

Solution: Listen Up Español developed a “save the sale” program which included giving away gift cards and other third-party premiums, and offering discounts if the company could use the customer’s testimonial in subsequent campaigns.

Results: The non-aggressive program cut the cost of customer service in half, while successfully selling more of the Cylapril product line to the Hispanic market.

Charity Client (name withheld)

Challenge: Client was looking for a call center to achieve a 20-25% close rate with credit card donations. It was particularly having problems with a monthly continuity program; donations were not being collected because people were canceling their credit card payments after the first month.

Solution: Listen Up Español rewrote the script to better reach the U.S. Hispanic audience, focusing the language on making a difference in people's lives, and ensuring a commitment to continued payments.

Results: We were able to achieve a 45% close rate on credit card donations, and secure a long-term commitment from the donor to the continuity program.

Razor Products Client (name withheld)

Challenge: Client selling a hair trimming product needed to raise the AOV on its short-form hard offer campaign. In analyzing the script flow we determined that the 4th (or 5th) upsell of “replacement blades” was only converting on paper at around 15%, and what’s more, we could see that this upsell script was only pulling up on roughly 30% of the total calls, due to callers getting fatigued and terminating the call before that point. So the actual close rate was closer to 80%.

Solution: Listen Up Español suggested making the purchase of blades part of the initial order, an “oh by the way, I just need one more thing to complete your order” approach, while increasing the value proposition to a Buy 3 Get 1 Free. The script used logic and reason to say to customers, “at some point you’ll want to replace the blades so you might as well get them now and throw them in a drawer so you have ‘em when you need ‘em.” This common sense assumptive approach encouraged customers to take advantage of a bargain on something they’d be buying at some point anyway; we then upsold the accessory package, essentially doubling the order.

Results: The script was simpler and easier to sell, it shortened the length of the call, and added $10.00 of revenue per order, and almost $7.00 of revenue per call. This is a good example of how Listen Up Español uses logic, reason and value to create a higher average ticket.

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