World of Swimming – Swimming School

Background

World of Swimming is a well-established swim school based in Hampshire. Not only do they cover 10 venues in Hampshire, but they currently also cover a venue in Oxfordshire as well.  

Founded in 2004 by Chris Rees, World of Swimming brings over 20 years of expertise in teaching the essential life skill of swimming. World of Swimming is passionate about creating happy, healthy and confident swimmers and ensuring swimming is accessible and fun for all.  

The Challenge

Before working with YLM, World of Swimming faced challenges in finding a reliable call-answering service that met their needs. They struggled to dedicate time solely to business growth while managing customer enquiries.  

They had worked with call answering companies in the past but found they didn’t deliver the flexibility and standard of customer service that they needed. Handling calls in-house proved difficult as recruiting and retaining skilled customer service representatives remained a challenge. 

As a seasonal business, hiring someone to maintain consistent outreach and growth efforts was another challenge they faced. While they had tried to upskill existing team members for their outreach, they faced difficulties retaining them long-term. This led to a backlog of a lot of data that wasn’t being contacted, from lapsed opportunities to past enquiries, and on-boarded clients.  

World of Swimming wanted to streamline their processes, and work on their future growth.  

YLM worked with Chris Rees and the team to learn their online booking systems, understand their values, and goals. Working together they also created outreach strategies to grow World of Swimming.   

Excellent Results

“We are having some outstanding results working with YLM. YLM have generated approximately £91,000 worth of revenue from a £6,000 spend and this is just in the first 3 months of working together.” 

YLM have not only been handling our call answering to the highest standard, but they have been actively going through our previous enquiries to complete bookings and increase our conversion rate. YLM has added over 100 new customers to our business.  

YLM updated our procedures making it a more efficient and streamlined process, ensuring that not only all calls are answered promptly, but also the handling of previous enquiries and the booking process.  Meaning new customers are swimming as soon as possible.  

YLM have also worked hard to improve our pipeline, not only tidying it up but going through old leads and booking them in for the best lessons for them.  

Working with YLM

We are enjoying working with YLM, they have been friendly and efficient from onboarding to working together today, making it an easy process.   

YLM team provides high quality service, they are always friendly, prompt, and efficient. Working with YLM feels like you are a part of one big team and the customer service they provide ensures our customers get the same high-quality service no matter what.  

YLM are always prompt with their contact whether it be answering a question, sending over updates or ensuring tasks are done correctly.  

We receive regular updates from both the team and directors about the progress of each campaign. Every project is scoped and delivered on time and within the parameters of our needs.  

When asked if World of Swimming would recommend YLM they said, “Of course we would, without a doubt!”