Industry Markets > Catalog

At The Connection®‚ we handle calls and emails for many of the large and medium sized catalogs in the Catalog Age Top 100 listing, providing world-class customer service and exceptional sales and upsell conversions. With over 27 years of award-winning call center experience, we will proactively exceed your business objectives and goals through superior account management, sales certified agents and state-of-the-art technology.

Sales and Customer Service - Leading National Catalog Company
One of the nation's largest lifestyle specialty catalogs and eCommerce company was outsourcing their sales order processing calls to The Connection. Due to our exceptional performance, they began sending us customer service overflow calls during their busy fourth quarter. Since then, we have become the primary customer service call center for the company, handling 80% of their customer service calls, email response, e-commerce and all of their sales order processing for the last five years.

Services Provided Include:
		Direct connection to client's online database system.
		On-line information in "pop-up" or help screen allows operators to answer questions regarding retail outlets and other commonly asked questions.
		Full customer service including: processing returns, filling backorders through stores, etc.
		Web technical support for online auction site.
		Product troubleshooting with outbound customer service follow-up calls.

Sales Conversion Training and Quality Assurance:
To increase productivity among our dedicated agents, our team created a bulleted list of five key areas for each agent to target on every call:

		Able to locate an order within 30 seconds
		Active listening so the customer does not have to repeat themselves
		System navigation - use less than 30 seconds of hold during the entire call
		Ability to update customer notes using less than 30 seconds of hold or wrap
		Overall AHT of the call - did the rep meet the goal

To implement, the coaches conduct all monitoring as "side-by-sides" only scoring on these five key areas. After only two days, our productivity increased by 2.5 calls and the agents have consistently met the AHT every day since implementation.

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Catalog Order Processing
The Connection® provides complete catalog order processing, catalog requests, customer service and information line for a large catalog client. Domestic and international callers may order catalog items, request a new catalog or check on the current status of their order. The Connection® agents will attempt to upsell or cross sell each caller based upon the product which they are purchasing.

System Features:
		Receive calls via 800 inbound number and attempt to sell/upsell as many callers as possible.
		Customized database including product description and price for over 10,000 products.
		Inventory is continually updated with new products and price changes as needed.
		Turnkey order processing including multiple shipping and payment options, credit card authorizations, customer service and order fulfillment.
		On-line script ensures high percentage of data capture, even if a caller does not place an order, as lead generation for database.
		On-line information in “pop-up” or help screens allows operators to answer questions regarding tour information, fan mail, retail outlets, and other commonly asked questions.
		Customized call reporting.
		Enhanced call routing options including automated menu selection and call overflow in place to facilitate cost-effective handling of large call volume spikes.
		Credit cards are authorized then downloaded daily to the client for fulfillment.