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Projects
Market Research
EnCana
Challenge: An international Oil & Gas mining company wished to interview citizens within 25 operating areas located across North America in French and English. proCall was retained to assist in design an implementation of a telephone survey which queried the respondent on environmental, economic and social issues concerning Oil and Gas mining within their community.
Solution: proCall developed a CATI program capable of simultaneously providing (3) logical paths in two languages dependent on location of respondent and their familiarity with the Oil and Gas industry. 65,000 citizens were contacted resulting in 10,000 interviews.
Results: one in six households contacted were interested in participating and completed the interview. A weekly survey quota was maintained over a 2 month operating period. Data was provided in electronic format and reported to client on weekly basis; consistent answer categories were developed so that partial coding could be accomplished on the call for open ended questions.
Castle Special Management Area Public Survey
Research methods conducted on behalf of the Castle Special Place Working Group to obtain opinion surveys related to the Castle Special Management Area, which is located in the Alberta Rocky Mountain Reserve north of Waterton Lakes National Park and 10 km south of the Crowsnest Pass.
Due to limited population for sampling, a high participation rate was required to produce a statistically accurate market survey. proCall market research agents used various in house training techniques designed to maximize participation. Due to the complexity of this marketing research and survey instrument, scripting was geo coded to allow for concurrent completion of both urban and rural market research. The questionnaire was variable dependent on lat long coordinates associated with address and qualifying questions.
proCall market research interviewers produced a 42% market survey completion rate ! Respondent comments included, " ... the interviewers handled us in a very professional manner" , " ... I enjoyed talking with the Castle representative as they were very clear and articulate"
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Political Fundraising
Wildrose Alliance
Challenge: A provincial party required fundraising services with existing members. proCall was asked to develop a script and team of fundraisers to contact membership and request donations. The membership list was also identified as suspect, with lax addressing and accessing standards it was believed to contain a high percentage of un-deliverable / un-callable members.
Solution: Database revitalization was provided for the membership list, a series of cleansing routines were performed to validate addressing and telephone numbers. A total of 25% were found to be obsolete and from this group 15% were resurrected with either corrected addressing or telephone numbers. As a result over 85% of the membership list was contacted.
A group of twenty fundraisers having previous political experience were selected by proCall to contact membership. Script design concentrated on the introduction of our client and thanking members for support. Our purpose of the contact focused around a need to engage members and have them contribute to party coffers for the upcoming election. Script navigation and contact information verification was accomplished live for all members.
Results: One out of every four members contacted gave a donation. Throughout the campaign 75% of members data was either verified or appended with corrected contact information.
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Focus Group Recruiting - Canadian University Applied Ethics
University of British Columbia
Challenge: Recruit participants for a research discussion to assess the benefits of collecting and storing blood tissue samples for the purpose of further study and testing. Scientists were interested in expanding their genetic research on available large collections of stored blood and tissues, in the hopes they'll find new treatments.
Solution: proCall compiled a database of households demographically selected within the province of British Columbia to be representative of the entire population. Further qualifiers limited participation by population density, ethnicity distributed over 5 health regions and 5 ethnic segments. Recruiters called households to announce the study and further qualify for gender, occupation and religion. Only individuals who satisfied the demographic profile were invited to attend.
Results: Individuals were recruited and distributed by population density through (5) health regions, (5) ethnic, and (5) religious categories. Advanced selection criteria was imposed on gender, occupation and education to produce a final group of (24) members representative of the entire population of British Columbia.
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Business Lead Generation - TV Media
Corus Entertainment
Challenge: A national television entertainment company sought a more aggressive approach to increase TV advertisement market share across Canada. proCall was retained to prospect businesses that could meet a monthly minimum spend of $2200 and interested in learning more about TV advertisement options within their community.
Solution: proCall developed a telephone prospecting lead generation group targeting organizations within specific industry sectors and employing more than 5 staff. Interested Business leads were forwarded daily to client territory sales representatives for follow up.
Results: one out of six businesses contacted were interested in learning more about TV advertisement. A weekly lead quota was maintained over a 4 month period throughout 30 territories across Canada.
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Business Lead Generation - Telephone Communications
Bell
Challenge: A national business telephone provider in Calgary approached proCall to develop a cost effective sales solution in acquiring small and medium sized business leads.
Solution: proCall developed a business lead generation group to target organizations with less than 25 employees. Interested Business leads were forwarded to inside sales for follow up. A quotation was prepared showing monthly telephone charges side by side with competitive pricing. Our Quotation tool was standardized and migrated to a database for more efficient operation.
Results: one out of every five businesses contacted were interested in receiving a competitive quotation for service. For every ten quotations completed one new customer was won.
Bell Mobility
One of Canada's leading providers in mobility
communications, Bell offers access to the largest wireless
network at the fastest possible speed.
Partner business sales staff sought a business to business
lead generation method that could leverage professional time
in finding decision makers interested in switching
providers. The marketing strategy selected, from a
determined business profile, a targeted list of prospects in
a defined geographic area. Bell demanded professional market
contact with strong business acumen and seamless sales lead
pass off.
The initial target list was purged against client do not
call and validated for addressing, key contacts, and
telephone accuracy. Prospectors called during business hours
to efficiently reach decision makers and deliver client
value proposition. While on the call, contact information
was verified with business demographics being recorded as
product positioning statements were delivered.
Upon completion over 80% of the targeted list was contacted
and presented with the value proposition, 25% of those
pitched were interested in receiving competitive service
information. Subsequently one in ten agreed to follow up
sales appointments. Costs on a per lead basis proved more
cost effective in comparison to other methods that had been
employed.
Money minding
Is the leading provider of independent, practical financial
training, programs and materials for financial companies.
Money Minding CFP Tracy Piercy sought a telephonic method of
business to business sales to employ within the Money
Minding b2b business marketing program. Marketing Strategies
selected we're tested against a list of criteria, Piercy
demanded business professionalism - accurate contact data
and qualified b2b leads.
At the conclusion of an extensive vetting process, proCall
Marketing was engaged by the Money Minding executive group.
Specifically, the proCall business to business sales leads
team was assigned the task of identifying financial
professionals interested in learning how the money minding
system could become integral within the marketing of their
own financial planning businesses.
Initially the calling list was developed using the internet
and a number of database routines, address validation,
telephone number and key contact supplemental appends. Upon
completion the targeted market list proved better than 90%
accurate. proCall cold calling was engaged using a script
designed to introduce service benefits and verify update
contact details including email. Fully 1 in 4 contacts
provided email and gave permission for further follow up
marketing efforts. Total cost came in under $5 per qualified
lead including confirmed contact information and email.
Platinum Communications
Utilizes the latest telecommunications technology to
provide effective solutions to all sizes and types of
business enterprises in rural communities across Alberta.
They have built their business on the Alberta SUPERNET fixed
wireless network. Through Platinum, businesses can access
high capacity Internet and phone services in urban and rural
areas - services that are beyond the reach of traditional
telecommunication providers.
Platinum technology constraints required that all marketing
efforts be directed to business that were located within
line of sight to existing wireless tower facility. Sourcing
business lists that fulfilled this criteria proved a
challenge for partner Platinum sales staff.
proCall Marketing was sourced and initially assigned to
produce a geo-coded Alberta business directory, complete
with lat / long coordinates to identify all qualifying
business within the 15km line of sight tower facilities
restriction. Business lists were further selected based on
Platinum business customer profile and size. Initially
proCall cold calling began with an experienced business
prospecting group having previous business communications
experience and strong business / English acumen.
One out of 4 business contacted requested further
information and provided full contact details including
company information through a number of questions. Follow up
Business Lead Generation calling was performed upon
fulfillment of the information package to determine whether
sales follow up was required. Business sales lead calling
produced 1 in 10 decision makers requesting a site visit
with an experienced senior Platinum Sales representative.
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Business Lead Generation - Corporate Insurance
BrokerLink
Challenge: A national Insurance broker planned expansion of market share in several urban centers across Canada. proCall was asked to develop a direct market approach. We began with the selection of a business list using a number of demographic criteria best describing the candidate profile our client wished to contact. Lead reporting was developed so that accurate, timely information could be relayed to field sales staff.
Solution: A group of ten prospectors was selected having previous business experience and well practiced in the methods of surpassing gate keepers to identify company decision makers. Script design concentrated on introduction of the client organization and its value proposition and thorough prospect qualifying. Database input included responses to qualifying questions accompanied with contact and company details.
Results: Upon program completion 1 out every 10 businesses contacted requested to have sales person follow up. Final client reporting consisted of verified market data including decision maker contact information with company information - questions.
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Database Verification & Updates - Business Corporate Courier
Greyhound Courier Express
Challenge: A global North American courier company initiated a new project launch in several markets across major urban centers. A database containing business information for over 50,000 customers was contacted, updated and verified. Customer service agents requested participation in a questionnaire to test for product suitability.
Solution: Twenty customer service representatives were selected and trained to client standard concerning product and account details. A segment of the customer service group was bilingual to accommodate French markets. Script design and call format proceeded using an assumptive approach in the effort to maximize participation and increase percentage of verified records. Database input and all address formatting was keyed adhering to Canada Post Smart Mail standard.
Results: Upon program completion over 80% of the reported customer records were verified, ten percent of this total became reactivated business. Final client reporting consisted of "cleansed" customer records reformatted for direct import into client marketing databases.
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Focus Group Recruiting - Grocery Retailing
Calgary COOP
Challenge: A major grocery retailer requested a responsible, customer service oriented contact centre to call on members and recruit attendance for a series of upcoming focus group sessions.
Solution: proCall selected a team of prospectors well trained in customer service and neutral recruiting habits. Specific training was provided to explain the focus group process and rebuttals for common questions as they were encountered.
Results: Recruited members accompanied with their specific information were reported prior to event dates. Follow up calls, "the day before" reminded participants of their registration and ensured maximum attendance.
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Business Lead Generation - Customer Loyalty Program
Bayer CropScience
Challenge: A leading North American life sciences company was looking for an alternative strategy to expand their existing customer rebate program. Prime consideration in the selection and choice of service bureaus factored around cost and efficiency at which participant sign up could be accomplished.
Solution: An electronic version of the rebate template was created for use by telephone agents through Computer Automated Telephone (CAT) scripting - database programs.
Results: Rebate sign up cost was reduced dramatically, while customer redemption levels increased beyond previous years using the manual procedure. Transactional data including demographic customer information was compiled and tracked throughout program operation. Consequently this information formed the basis of our clients Client Relationship Management (CRM) information resource.
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Business Lead Generation - Corporate Event Planning
Imprint Canada
has produced and managed Canada's most successful trade shows hosting educational workshops and seminars for imprintable sportswear and promotional product buyers across Canada. As a Canadian leader actively engaged in events planning, Imprint Canada trade shows, show display, conventions and training events attract a growing number of participants in the promotional products market.
In response to an uncertain attendees schedule and the associated costs with getting caught unprepared, Imprint hired proCall Marketing to proactively contact past trade shows participants, thank them for their support and offer early bird incentives for pre registration to upcoming trade shows and the corporate event training seminars.
proCall Marketing's event planner group efficiently makes contact with over 85% past industry participants year over year. Incentives to register include saving registration fees and the hassle waiting in line ups, with 1 in three choosing to register.
DMG Events
A global leader actively engaged in professional markets events planning. DMG hosts trade shows, show display, conventions and training events in a wide variety of sectors all over the world. They have an extensive range of globally spread oil and gas events including Gastech, World Heavy Oil Congress and ADIPEC.
In response to an industry wide recession coupled with a sudden global economic slowdown, DMG hired proCall Marketing to proactively contact Oil & Natural Gas industry participants across North America. Purpose of contact was to thank past participants for their support and offer early bird incentives for pre registration in the upcoming DMG hosted trade show and corporate event training seminars.
proCall Marketing agents with the event planners group made contact with over 90% of past industry participants, early bird registration incentives were well received with over 33% requesting follow up and further trade show information.
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Direct Sales - Residential Lottery Ticket
Northern Alberta Institute of Technology (NAIT)
Challenge: A local lottery foundation retained proCall to increase diminishing ticket sales.
Solution: Working with various list companies, proCall assisted in profiling a typical buyer in terms of accessible lifestyles data. Residential lists were acquired and targeted for direct sales follow up
Results: proCall direct sales agents produced one sale out of every ten household contacted.
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Inbound Call Handling - Travel Tourism
Yukon Travel/Tourism
Challenge: A Canadian tourism agency required customer service support to receive and fulfill information requests of local tourism and amenity information.
Solution: An inbound call handling line was set up to receive tourist information calls, capture contact information and the responses to a series of questions regarding tourist profile. Package requests were fulfilled daily via mail.
Results: A monthly report analyzed questionnaire results to direct ongoing media advertising with the correct readership profile.
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Business Research - Customer Retention
Zeneca Agro
Challenge: A western Canadian seed manufacturer experienced lower than average sales volume. proCall was hired to contact past customers and learn more about their purchasing intentions and boost sales.
Solution: In the delivery of this campaign proCall provided a competitive analysis to determine products already purchased and reasons for there selection. In the circumstances where farm businessmen indicated that seed had not yet been purchased, proCall agents introduced attractive buying incentives and reported contact information to regional distribution partners for follow-up.
Results: Inventory levels were successfully managed to fulfill demand, product purchases increased 25 percent.
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Inbound Call Handling - Technical Support
Canadian Airlines
Challenge: A customer support help desk was developed to offer technical assistance for airline club members. Valued frequent flyers were given special pricing and access to an airline reservation system for personal flight, hotel and car reservation booking. Additional client parameters called for a solution that was capable of documenting ticket id for problem cases and dynamic reporting between customer service agents, program developers and technical support.
Solution: Upon initial launch and software beta release, an interactive website was hosted and used to record customer information, problem documentation and resolution procedures. As help desk service was underway client partners and software developers were kept informed "live" regarding usage problems and software failures.
Results: Using an interactive database hosted live on the internet developers logged in to access details regarding reported bugs and inputted suggested resolutions for testing.
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Inbound Call Handling - Customer Support
Bridgestone Canada
Challenge: A major North American tire company experienced an overwhelming volume of customer inquiries concerning a national tire replacement program. proCall was hired to develop an inbound support customer service desk capable of receiving and distributing high volumes of 800 inquiries across Canada, in two languages, 24 hours per day 7 days a week.
Solution: An Automatic Call Distribution telephone switch was configured to efficiently receive - forward calls to an operator pool of 25 customer service representatives. Due to the sensitive nature surrounding the tire recall program, quality of service was critical. Training was designed to: determine if the customer had the proper tires being recalled, provide the customer with the nearest authorized dealer, and educate the customer as to proper procedures for submitting their claims including forms required, reimbursement policies and timing. Throughout the 24 months proCall hosted the support group, accountability and grade of service was given top priority. Reporting was compiled daily supplemented with weekly and monthly summaries. Tracking information and formatting included: number of calls by place of origin, length in cue, average call time, classification and inquiry type.
Results: More than 250,000 calls were supported and as the program continued the number of outstanding claims prompted the need for a call escalation procedure. In the later stages of support all outstanding claims were re-contacted and personally attended too through an in-house claims adjuster.
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Email:
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