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Clients
Focus Group Recruiting - Canadian University Applied Ethics
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, ethniticity 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
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
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.
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Business Lead Generation - Corporate Insurance
Challenge: A national Insurance broker planned expansion of market share in several urban centres 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
Challenge: A global North American courier company initiated a new project launch in several markets across major urban centres. 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
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
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
Challenge: An industry trade show organizer retained proCall outbound services to contact businesses within their defined industry targets across Canada. Upon contact with decision makers our objective was two-fold; create awareness for the upcoming show, offer an incentive for early bird registrants.
Solution: An extensive training package was developed outlining tradeshow events, seminars, and guest hosts. The proCall prospecting group was instructed to update contact information which would assist in future communications. Customer service agents provided communications to accommodate both French and English markets.
Results: All communications were completed two weeks prior to show commencement. Due to the timeliness of event details client organizers had the necessary information required to impose tight controls for attendance, space and amenity requirements. The registrant database assisted admin clerks with pre-registration enrollment and efficient collateral production including name tags, swipe cards and event rosters.
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Direct Sales - Residential Lottery Ticket
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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Business Lead Generation - Search Engine Optimization
Challenge: A local internet marketing firm attained proCall lead generation services to boost sales and create awareness for a unique set of marketing tools.
Solution: proCall selected a group of prospectors trained in the benefits associated with internet marketing strategies. Scripting was designed and implemented with full client participation and a separate tracking tool was developed to provide daily lead reporting for field sales staff.
Results: The prospecting team made 1000 presentations to Calgary businesses and generated over 100 leads within a two-week period, considerably higher than client expectations.
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Inbound Call Handling - 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
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
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
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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2006 proCall Marketing Inc. All rights reserved.
Email: tdickson@procall.ca :: Phone: (403) 265-4014