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FAQ
FREQUENTLY ASKED QUESTIONS
Q. What makes proCall better than all the other
business telephone agencies?
A. proCall takes the profession seriously. We value our clients and their corporate reputations. And we deliver results. Many
call centres have started and faded but this approach to
business has served us well and enabled us to grow from a 12
seat centre in 1994 to one of the largest privately owned
and operated centres in Calgary.
Q. What are your fees?
A. We have a simple fee structure. Depending on the assignment, we charge between $1 and $1.25 per
call minute with a 1000 contact minimum.
Q. Can I remotely monitor your callers?
A. Yes, and we encourage it. Experience tells us that in addition to providing you with a sense of comfort,
active involvement enables you to make alterations to the message as required.
Q. Do you guarantee the results of the program?
A. Sorry, but we cannot do that since there are too many variables - target list, market interest in your offer, etc. However, we will assure you of our very best effort to work the program
and satisfy your requirements as best we can.
Q. How can you help us build our communications program into a total marketing program?
A. We know that telephone
marketing does not stand alone. It must be part of your
broad marketing effort. We will work with you to be sure we
fit into your total marketing program.
Q. Can you help us with the 'calling list' ?
A. Yes we can provide guidance on what's available and how to
profile your existing customer base so that any selections
target the right prospect.
Q. How does a predictive auto dialer work?
A. Dramatic efficiency gains are achieved in connecting to
business lists through predictive dialing. A computer based dialer separates out busy's, no answers, and answering machines so that only connected calls are forwarded to the agents. While in operation the dialer calculates average call time and the percentage of calls being answered. When applying these two variables to its predictive algorithm it calculates how many dials to place for a given number of agents waiting to receive new calls. In this way productive time, the time spent talking to perspective new customers, is improved by reducing time between calls. And our
customer satisfaction increases through more calls per hour generating less billable time to complete the overall campaign.
Q. Why is silent monitoring and quality control so important?
A. Ongoing reporting, response, and rejection analysis determines script performance and the needed level of quality control monitoring. Initial scripts are designed from assumptions as to how typical individuals will respond. These ideas generate the flow and screen patterns needed to handle typical customer interactions. Through silent monitoring, assumptions are tested and script positioning evolves. The objective of a good script is to maintain dialogue in the correct sequence and format, but to do it in a conversational manner so that interaction stays "real".
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Copyright
2006 proCall Marketing Inc. All rights reserved.
Email: tdickson@procall.ca :: Phone: (403) 265-4014