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Build stronger relationships with top customers...
That's the primary focus for companies and organizations who know continued success is built around developing customer-for-life business relationships.
To enhance business relationships, marketers must tap the resources of a limited communication toolbox :
- direct mail
- electronic media e-mail / fax
- telephone interaction
- personal contact
The telephone provides two-way, interactive customer contact that many marketers find can play a valuable role in their communication plans. Telecommunications is less expensive than a personal sales call, more personal than direct mail programs and more available than sending electronic messages via fax or e-mail.
PROCALL MARKETING INC.
proCall is a blended call centre designed to meet the specific needs of todays demanding direct marketing projects. Our centre combines state-of-the-art technology with professionally trained telephone representatives, experienced in communicating with consumer audiences. In delivering results and providing top quality telemarketing leads to our clients since 1995 proCall offers three specific direct marketing services:
- professional outbound contact
- 1-800 inbound customer response
- data acquisition or verification
Specifically our customers have been retaining proCall's services to:
- perform direct sales
- reinforce previous purchases
- confirm future purchase intentions
- create customer awareness
- prospect and qualify sales leads
With the increase in response to toll free numbers, many companies are looking at outsourcing all or a portion of this service. proCall's combination of technology and qualified telephone representatives are capable in handling the vast majority of information, product and performance inquiries. Scripting and Automatic Call Distribution technology, teamed with properly trained staff who understand the needs of the target audience can professionally address the concerns of most calls.
Companies find this service provides considerable savings in both time and inhouse investment.
Industry Advantages
- Thoroughly trained telephone representatives, acting seamlessly on your behalf
- Telephone automation ensuring the greatest number of calls per operator hour
- Sophisticated project reporting able to track and report information in a variety of formats
- Technology to enable client partners a real-time monitor connection during active campaign progress
Technology
proCall utilizes telecommunications technology to combine the internet, database, scripting, Predicative Auto Dialing (PAD), Automatic Call Distribution (ACD), and Interactive Voice Response (IVR). proCall is a full service centre supporting both inbound and outbound telecommunications activity.
Outbound Calling Service
To automate outbound operations, a call center integrates PAD, scripting technology and customer databases. The PAD is a computer based dialer driven by a predictive software algorithm. Operation is two fold; dialing is initiated by predicting who will be the next available operator and when he/she will be ready to receive new calls therefore eliminating idle time between consecutive calls.
Logical scripting assists agents in call handling by helping them control the course a conversation takes. By controlling the conversation operators remain focused on the purpose of their contact. When calls are connected, scripts act as an interface to the customer database, contacts are personalized by embedding appropriate information.
Administration
Providing clients with accurate, timely administrative support helps to track service levels daily. proCall administrative support is monitored in three areas:
- Program results and telephone statistics are monitored daily to insure peak performance and maximum productivity. Connection rate reporting ensures we are contacting your customers at the best possible times. Conversion rate reporting keeps our clients posted with daily program success.
- Quality Assurance is guaranteed by tracking group & individual operator statistics through constant monitoring, training and management.
- Reporting tools keep our clients posted with daily results
CAMPAIGN SUMMARY
proCall will develop and implement your program by following logical steps to ensure all facets are designed to work properly together and yield maximum results.
Training
The first and crucial stage with any program is properly trained staff. Our telephone representatives are oriented first with a complete client background. Professional training ensures we have a clear understanding of the market, customer and the ultimate goal before calling begins. proCall follows a stringent training policy that includes instruction in the following areas:
Fundamental Communications Training covers the completion of four inhouse workshops:
- Etiquette & Ethics
- Voice Power
- Language
- Technical
Program Training is custom designed to include:
- Client orientation
- Product and Service knowledge
- Script role playing
- Technical skills
Ongoing Training is provided through silent monitoring, coaching - encouragement and motivation on a daily basis.
Setup
Proper set up focuses on development of user-friendly scripts that help to eliminate human error while increasing productivity. The proCall set-up policy includes:
- Program scripting, designed with full client input, to guarantee the proper message is delivered every time.
- Database preparation of all necessary information needed for access or capture during customer contact.
- Report setup generates benchmark statistics necessary in tracking program success.
- Ongoing database validation helps our clients maintain accurate, up-to-date customer records.
Operation
Campaign procedure for typical outbound operations can be summarized as follows:
- PAD initiates dial separating out busy's, no-answers and answering machines so that only connected calls are forwarded to telephone representatives. Once connected a screen set appears with customer information imbedded, incl. name / address / classification of call, ect.
- Contact continues with agents delivering scripted message.
- In the cases where decision makers are not available, he/she is automatically scheduled to be recalled using a simple menu to input new date & time.
- In the cases where contact results in a sale or success, all necessary information is taken to qualify and produce the required sales and marketing information.
Database / Reporting
Database and regular reporting keeps proCall's clients informed with daily results.
- Information is captured on the call and safely stored in a fully redundant database platform.
- Report programming displays current information associated with each campaign, to include daily program results for clients.
- Database tools track all information testing response rates for demographic / geographic segments.
Fulfillment
Follow-up services produce the necessary materials needed to record and verify telephone business transactions.
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Copyright
2006 proCall Marketing Inc. All rights reserved.
Email: tdickson@procall.ca :: Phone: (403) 265-4014