LBM NEWS
Keep up-to-date with all of LBM's latest news. Find out about new wins, developments, product launches and much, much more.
July 2010 - LBM wins Gold in Payroll Giving in Action Awards
LBM is delighted to have been awarded the Gold Standard Payroll Giving in Action Award by HM Government Institute of Fundraising.
The scheme enables employees to arrange to give to any UK charity straight from their gross salary (before tax is deducted).
The Gold awards are in celebration of an organisation’s decision to foster a culture of philanthropy and a commitment to giving in the workplace. As a symbol of excellence, they are awarded to employers in recognition of the difference that their employees have made in relation to generating sustainable income sources for UK charities through Payroll Giving. This is the third consecutive year in which LBM have received this award.
April 10 - LBM obtain The Ministry of Justice claims management regulation
LBM has recently obtained The Ministry of Justice claims management regulation, the latest addition to their portfolio of accreditations.
This endorsement authorises LBM to provide claims management services in sectors ranging from financial products & services to criminal injuries compensation.
The Compensation Act 2006 provides the statutory framework for the regulation of claims management activities and a wide range of services are covered, including seeking out potential claimants, advising claimants, making representations and carrying out investigations.
This official recognition will give existing and prospective clients the confidence that LBM are being monitored by the Ministry Of Justice and that the assurance that they are adhering to the regulation. The application process involved a rigorous assessment which took several months to achieve and is renewed on an annual basis.
LBM strives to be fully compliant at all times and this is reflected in the breadth of accreditations they hold. LBM are authorised and regulated by the Financial Services Authority and remain committed to TCF values and principles.
Head of Compliance, Khurram Akram: “Compliance is central to everything that we do. At LBM we not only comply with the legislative frameworks but we also comply with the best practice industry standards including Financial Services Authority (FSA) guidelines and the more recent Treating Customers Fairly (TCF) framework. These areas are critical to protecting LBM and our clients.”
LBM is also a member of the Call Centre Association, IDM and the Direct Marketing Association, and holds a number of prestigious accreditations based on the innovation and implementation of quality.
For more information, LBM Direct Marketing Limited can be found on the Authorised Business Search on the Claims Management Regulation website.
February 10 - Put a Spark into your Communication!
LBM has put a spark into the way Client services and Team Leaders communicate directly with advisors.
The introduction of a new piece of software, aptly named ‘Spark’, is designed to transform the way LBM communicates across their contact centres and thereby to improve the customer experience.
Spark, which was developed by LBM’s IT department, is an instant messaging tool that enables advisors to communicate with each other in a more productive and effective manner, allowing them to share inbound campaign information and to raise any issues as and when they occur. This in turn enables managers to track frequently asked questions from the customer which can then be addressed and dealt appropriately.
This internally managed system is not only simple and easy to use, it also allows advisors to get information quickly without leaving their seat, enabling them to deliver an immediate answer to the customer, thereby dramatically improving the overall customer experience on LBM’s inbound campaigns. It is this unique approach to communication which is reflective of LBM’s Intelligent Contact proposition - their ability to seamlessly integrate relevant information with intelligent communication to provide the best possible customer experience with the best possible outcome.
Plans are now in place to roll this application onto other campaigns across LBM’s 4 contact centres.
January 10 - British Gas brings second campaign to LBM's Altrincham contact centre
Following the successful launch of the first British Gas campaign in June last year, LBM have been awarded a second campaign, commencing later this month. The campaign uses LBM's Intelligent Contact strategies to talk to existing customers about a variety of different British Gas products.
Again, the campaign will be based at LBM's Altrincham site, Atlantic Point, significantly increasing the total advisors for British Gas currently based there. Atlantic Point's General Manager, Ian Hughes, commented, "We are proud to have British Gas as a client and delighted to be given this opportunity to demonstrate our capabilities on another campaign; we relish the challenge of making it a success."
January 10 - O2 and LBM go from strength to strength
O2 and LBM have had a strong start to 2010, growing campaigns across a wide range of B2B and B2C activities. LBM's proven track record of working hard to deliver O2's target expectations, along with the flexibility to respond quickly to changes in campaign focus, has enabled them to significantly increase seat numbers over the past few months.
Account Director, Phil Morgan comments, "LBM's Intelligent Contact strategies, which use combined data sourcing and data analytics, have enabled O2 to deliver new connections to their network with highly competitive cost per acquisition models. This has meant that the campaigns are now increasing by a significant percentage, which is an excellent result for both O2 and LBM"
January has also seen O2 return to LBM's contact centre in Bredbury. Performance in the initial weeks of the campaign going live is already exceeding sales targets, against the backdrop of a challenging economic environment. Bredbury's General Manager, Kevin O'Connor says, "It is great to have another O2 campaign back in Bredbury. Our advisors are really putting LBM's strategy to 'Be the Best' into practice, which can be seen through the results we are producing."
With several further new initiatives in development, 2010 is shaping up to be a successful year for the O2 and LBM partnership.
January 10 - More Th>n choose LBM for new pilot
Insurance giants More Th>n have chosen LBM to pilot their newest telemarketing campaign. The pilot is due to go live at the end of January and will run for 13 weeks initially, with an option to roll-out other insurance products, should the trial prove successful. Based at the Bredbury contact centre, this latest campaign is testimony to the successful partner relationship with More Th>n.
LBM Account Director, Mark Wheeler, says "It is very exciting to be entrusted with the launch of this new initiative by More Th>n. It is an endorsement of the consistently high quality performance we have been able to deliver for one of our long-standing and highly valued, blue chip accounts. We are confident of making the pilot a great success"
December 09 - LBM achieves PCI Data Security Standard compliance
LBM is proud to announce that they have just completed a rigorous assessment to achieve Payment Card Industry - Data Security Standards (PCI DSS) compliance.
PCI DSS compliance requires companies to meet a stringent set of requirements that enhance the security around their clients payment account details. This involves passing an external security scan every quarter and meeting a very stringent set of standards. LBM has successfully implemented all of the required elements, which enhance their payment account data security, giving clients extra assurance that their account data is sufficiently protected.
LBM's Head of Data Centre Operations & IT Infrastructure, Will Brook commented, "This compliance standard gives our current and prospective clients confidence that we can deal with their customers payment card information in a secure manner. There have been a number of high profile cases where outsource companies have lost or abused customer bank card details, the PCI data security standards significantly reduces these risks for our clients."
October 09 - O2 Ireland contract
This week LBM launched a new contact centre campaign for O2 Ireland. After a rigorous selection process LBM was chosen from 5 other competitors as a strategic partner to deliver O2 Ireland's entire telemarketing capabilities.
LBM have been tasked with delivering the strategic objectives of a telesales channel alongside the existing retail and online channels. The projects LBM and O2 Ireland are currently working on include inbound acquisition, outbound acquisition and retention, and web chat functionality. This additional work has resulted in the recruitment of 25 new members of staff, a figure which looks set to rise to 65 by the end of quarter one, 2010.
Account Director Phil Morgan says "LBM have had a long and successful working relationship with the UK division of O2 and are now delighted to be working with another division of the Telefonica Group. Within the first week of the campaign we have shown our commitment to 'Be the Best' and have exceeded the client's expectations."
February 10 - Put a Spark into your Communication!
LBM has put a spark into the way Client services and Team Leaders communicate directly with advisors.
The introduction of a new piece of software, aptly named ‘Spark’, is designed to transform the way LBM communicates across their contact centres and thereby to improve the customer experience.
Spark, which was developed by LBM’s IT department, is an instant messaging tool that enables advisors to communicate with each other in a more productive and effective manner, allowing them to share inbound campaign information and to raise any issues as and when they occur. This in turn enables managers to track frequently asked questions from the customer which can then be addressed and dealt appropriately.
This internally managed system is not only simple and easy to use, it also allows advisors to get information quickly without leaving their seat, enabling them to deliver an immediate answer to the customer, thereby dramatically improving the overall customer experience on LBM’s inbound campaigns. It is this unique approach to communication which is reflective of LBM’s Intelligent Contact proposition - their ability to seamlessly integrate relevant information with intelligent communication to provide the best possible customer experience with the best possible outcome.
Plans are now in place to roll this application onto other campaigns across LBM’s 4 contact centres.
October 09 - More Than expand in Bredbury, Stockport
LBM, are pleased to announce the creation of 15 new jobs for More Th>n in Bredbury, Stockport. The jobs will be on new and existing consumer campaigns targeting new customers.
This growth continues the successful partnership between the two companies which has seen over 100 new jobs created over the last two years.
More Th>n's Marketing Director, Pete Markey, says "Throughout our 3 year association with LBM, we have enjoyed a proactive relationship where they have demonstrated a great understanding of the dynamics of our outbound FSA regulated campaigns. LBM work in partnership with us, making many operational and technology recommendations to improve both the efficiency and performance, and successfully delivering against them."
September 09 - LBM Builds Value-Add relationship with EDF
Following the completion of the initial set up of Data Management services for EDF including a comprehensive data hosting and custom data delivery package to sales, the EDF Account team led by Account Director, Mike Barratt has secured the first of several planned initiatives to construct targeting models based on energy consumption for the business energy market.
Commenting on the project Mike Barratt said, "We have recently completed the initial build phase of the hosting and data provision solution and whilst this will go through further iterations and enhancements, we are delighted that EDF have placed their confidence in our Insight services - a core component of the overall LBM Intelligent Contact proposition. The modelled approach will enable EDF to approach the market with enhanced intelligence to support the alignment of propositions and improve targeting efficiency."
September 09 - Vodafone campaign creates more jobs in Belfast
LBM are delighted to announce the creation of up to 100 jobs in their Springvale contact centre in Belfast to help customers on behalf of global mobile operator Vodafone.
Working with both Vodafone's consumer and business customers, LBM will tailor recommitment packages to the customer's needs to ensure that they get the best possible service and value from their Vodafone service.
Jill Saunder, LBM Account Director for Vodafone says, "We are absolutely delighted to have been selected to undertake this work for Vodafone. We have worked with Vodafone for 3 years now and are proud to be a supply partner to such a successful global brand."
September 09 - British Gas delighted with LBM's successful 'win back' campaign launch
LBM were appointed in June this year on a 3-month pilot campaign to win back ex-British Gas energy customers, creating 42 jobs in their Altrincham contact centre.
The outbound telemarketing campaign focuses on contacting former British Gas customers with a very competitive proposition for both electric and gas supply, and service propositions for Homecare and Energy Extra cover.
LBM Account Director, Mark Wheeler says, "We are delighted to have been awarded this contract and are pleased to announce that following the successful completion of the pilot campaign, British Gas have committed to retaining LBM on this campaign with opportunities for growth during 2010 within the Altrincham site."