Book Club Associates Case Study

UK consumer businessBCA

What we do?

BCA is Britain's biggest mail order book company and is an offshore client of Ventura, based in Pune India. Ventura handles over 500,000 customer calls and 300,000 pieces of customer correspondence for BCA per year. 

What services do we provide?

Our offshore team provide BCA with the following services: 

Customer Management

  • Order taking
  • Handling incoming customer service calls
  • Managing and responding to customer e-mails
  • Responding to customer letters

What are the benefits?

Since working with Ventura, BCA and their customers have received the following benefits:

  • 15% above target on cost savings for 2009
  • Continuous improvements to process quality
  • Reduction in call average handling time
  • Extensive collaboration to replace entire commercial business systems infrastructure without disruption to customers

"After five years of handling our account, the attitude and commitment of the customer service team in Pune remains as impressive as ever.  Through continuous collaboration and effective feedback, Ventura has helped us to streamline our business processes and further improve the customer experience."

Tony Day, Director, Book Club Associates

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