Industry Markets > Reservations and Appointment Setting

Appointment Setting for Direct Response (DRTV) Client
The Connection handles appointment setting and customer service call handling for a leading national hair loss consultant company. The client markets their toll-free numbers through direct response media that includes direct mail and television commercials. Inbound call center services provided include appointment setting, lead capture and customer service. Upon conclusion to a highly successful test, the client has rolled out a high volume direct response media campaign.

System Features:
		CSR's are bilingual in English and Spanish.
		CSR's are semi-dedicated with dedicated used during DRTV call spikes on Saturdays and Sundays.
		Online scripts and "pop-up" screens guide CSR's through commonly asked questions and ensure accuracy and consistency of appointment setting procedures.
		Customized database software created exclusively for client's appointment setting needs: - Zip code provided by caller 'pops' appropriate locations of available appointments - System only shows inventory of available appointments for next two weeks - Time Zones are built into the system to accommodate every caller's location and time zone for appointments - As soon as a CSR books an appointment, the system instantly removes that available time slot so that it does not appear on other CSR screens - System capabilities include adding, changing or deleting inventory of available appointments
		CSR's integrate with client database to manage inventory of appointments: - New appointments are FTP'd hourly into the client's database for optimal management of inventory
		Caller records maintained in system to speed up process for future calls and/or appointments.
		CSR's make outbound calls to confirm appointments.

Reservations for Portrait Studios
The Connection® provides a complete reservations system for two industry-leading portrait studios.

System Features:
		Customized database software for reservations.
		Criteria provided by the caller are used to determine the nearest studio and the most appropriate reservation time based upon number of people in the sitting and the type of portrait(s) needed.
		If the studio of choice is not available, convenient alternatives are automatically recommended based upon date, geographic location, and amount of time needed for sitting.
		Operators are guided through the reservation with an on-line script which helps them give required information on every call.
		Online scripts prompt operators to provide a number of required messages to each caller to ensure that people arrive prepared and thoroughly informed.
		Online scripts and "pop-up" help screens provide answers to the most commonly asked questions and aid in the training and ongoing accuracy and consistency of reservation procedures.
		The caller is given a confirmation number at the end of each call and the reservation information is repeated to the caller.
		Downloading of data to each location is provided on a nightly basis.
		All customer records are maintained in the system to speed up the reservation process for future appointments.
		Mailing lists are provided to the client.
		Direct connect service is provided for callers needing to talk directly with a studio (each studio has its own direct connect pre-programmed telephone number.
		Ongoing software updates and modifications are provided for the client as necessary.
		All reports are customized based upon the needs of client personnel including a multiple day schedule.
		System capabilities include the ability to instantly add, change, or delete studio inventory based upon photographer availability, which may change due to illness, travel problems, and other last-minute changes.

The Connection® provides a complete reservation system for a Department of Natural Resources, scheduling campgrounds and lodging for the state parks. We provide this service year-round. The service provided for these state parks includes virtually all the key components requested by the Department of Public Safety.

System Features:
		Database software is customized for reservations.
		Criteria provided by the caller (including number of people and type of vehicle) are used to determine the appropriate site and availability.
		If the park of choice is not available, agents can provide alternatives to the callers request.
		Operators are guided through the reservation with an on-line script which helps them give required information on every call.
		On-line scripts prompt operators to provide a number of required messages to each caller, ensuring that people arrive prepared and thoroughly informed.
		On-line scripts and “pop-up” screens provide answers to the most commonly asked questions.
		On-line scripts aid in the rapid training of agents and the ongoing accuracy and consistency of reservation procedures.
		The caller is given a confirmation number at the end of each call and the reservation information is repeated to the caller.
		Download of data to each state park is provided on a nightly basis.
		All customer records are maintained in the system to speed up the reservation process for future appointments.
		Mailing lists are provided to the client.
		Customers needing to talk directly with a park are given the direct-dial number as needed.
		Ongoing software updates and modifications are provided for State Parks as necessary.
		All reports are customized based on the needs of park personnel, including a multiple-day schedule.
		System capabilities include the ability to instantly add, change, or delete park inventory based on weather, illness, travel conditions and other last-minute changes.