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CSRs are dedicated for this program during peak campaigns (monthly) and are in a shared environment during non-peak periods. |
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CSRs receive calls via inbound 800 numbers and attempt to sell as many callers as possible. CSRs are trained in meeting objections and consultative/closing skills. We are consistently exceeding daily client sales conversion goals. |
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The Connection provides multiple DNIS which identify specific markets, campaigns (multiple direct mail and DRTV) and price points for specific campaigns. |
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CSRs go through extensive training for each regional campaign in addition to an intensive sales certification process. |
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Client works with The Connection Training Department to provide quarterly refresher training for all agents. Training program has heavy emphasis on focus groups of 7-9 agents per group. |
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Client-based Intranet communication tool is used to keep CSRs updated on frequent campaign and price point changes in addition to one-on-one updates by Supervisors and Team Surpervisors. |
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In-house incentive programs are used to motivate agents, resulting in high sales conversions that consistently exceed clients' goals. |
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Over 24 different scripts are used for various campaigns and campaign specific detailed reporting system. |
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Extensive on-line scripts 'pop' by DNIS and provide specific market campaigns, price points, etc for CSRs. |
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Third Party Verification process is provided for every sale to ensure complete accuracy and compliance. Any revisions that need to be made are completed in less than 48 hours of original sale. |
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Daily reporting and sales data sent via FTP to client every morning. |
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100% of all sales calls (both inbound and outbound) are digitally recorded for verification, compliance and quality monitoring. |
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Weekly management meetings are conducted with client and their account manager to discuss sales conversions, quality results, changes to campaigns and price changes to regional packages. |
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Inventory is continually updated with new products and new promotional packages/pricing as needed. |
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Extensive daily reporting provided to client includes call statistics by hour, half-hour and quarter hour with conversion rates, AHT, ASA and are separated by specific DNIS and direct mail/DRTV campaigns. Customized price point analysis and specific media ID reports are designed based on the client's requests. |
