Services
CALL CENTRE / TELEMARKETING SERVICES
We tailor all our services to suit each clients specific needs so you can choose any combination of options that will provide the solutions you require to meet your needs.
In Bound Help Desk Support – services include
- Order taking and processing
- Sales
- Technical support
- General enquiries
- Delivery queries
- Support for resellers and consumers
Do you have a 1800 or 1300 number? Why not let us answer the calls and enquiries for you.
Out bound Telemarketing
- Lead Generation – let us contact your prospects and provide qualified leads for you. Regular contact and building relationships over a period of time ensures qualified leads.
- Customer relationship management - Never forget that your clients are somebody else's prospects. Remember too, that you get more business from people who are already buying from you, so your clients are always prospects as well. Maintaining a positive relationship with clients will greatly lessen the likelihood of them defecting to the competition and encourage them to buy more from you.
- Surveys - A client survey would enable you to:
- Determine your customer's buying habits
- Determine their levels of satisfaction with product, service etc
- Understand their reasons for defecting to the competition
- Learn about their needs and expectations
- Uncover concerns
- Monitor relationships with your staff
- Gain referrals
Client Surveys give you the opportunity to say “We appreciate your business”.
They are also excellent for public relations. They demonstrate to your customers that you are willing to listen to their concerns and respond to them.
- Database Clean Up - Mailing an old database is not only expensive - it is unprofessional. Call everyone on the list at least once per year. See if they are still there, still interested in your product, have anyone to add to the list, want a call from a sales person etc. (If you are unsure about the age of the database, call ten names at random and see what you learn.)
Cleaning your database prior to a telemarketing exercise ensures a higher contact and success rate. An inaccurate or badly researched database can lead to the failure of an otherwise successful project.
- Database Management - We manage and maintain databases on behalf of our clients, downloading updated information to our client's offices to ensure they have the latest material.
- Debt Collection Services – Are your clients slow payers and need reminding to pay? Our gentle yet persuasive and professional staff can make all the difference to your cash flow.
- Secretarial Services / Virtual Office Assistant – we provide expert, efficient secretarial services – documents, spreadsheets
FREQUENTLY ASKED QUESTIONS
I don't like the idea of calls coming from a call centre. Do you sound like telemarketers?
We represent your company so the client we are speaking to believes we are calling from your office. They do not think we are calling from a call centre. If we have an urgent enquiry we can transfer the call directly through to your office or your mobile just as if we were in your office. Our staff are trained professionals and will represent your company as you would yourself – if you had the time.
What if they ask a question that you cannot answer?
We may simply say “I'm Bills secretary and I'm not qualified to answer that. Why don't I have Bill call you back shortly to answer that for you.” Otherwise we will be trained to answer a range of questions to enable us sound credible and professional.
Can you answer my calls when I'm not in the office?
We can set up a phone line to answer calls in your business name. As far as the caller is concerned we are in your office and of course can transfer a call through to your mobile if it's urgent. Any messages can be SMS'd or emailed as they come in.
How do I know if this is cost effective?
Any form of telemarketing is very measurable. After a short period of time the call rate, contact rate and success rate will be establised and you will know the cost per lead. It's one of the most measurable forms of marketing and you receive direct feedback from your clients and prospects.
Can you manage my database for me?
Yes – we can create a database or work on your existing database. We have worked with a variety of programs including web based programs.
What other services do you provide?
We can answer calls and respond to technical queries, take orders and provide general help desk services. We also provide secretarial services and have warehousing facilites.
Outbound telemarketing can generate leads and follow up calls. We are passionate about customer service and have provided many customer retention programs for our clients. Considering that the majority (in fact 68%) of lost business is due to perceived indifference, keeping in touch in a meaningful way is vital to retaining and gaining business.
Cleaning your database prior to a telemarketing exercise ensures a higher contact and success rate. An inaccurate or badly researched database can lead to the failure of an otherwise successful project.
We tailor our services to suit each clients individual needs so the possibilities are limited only by your imagination.
What will this cost?
Ultimately our aim is to make you more profitable and therefore the service needs to be cost effective.
For out bound calling we generally work for a “trial period” to ensure our clients are comfortable with the quality of our work and the overall cost effectiveness of the telemarketing. The length of the trial period varies according to the needs of each client and is costed at an hourly rate of $45. This fee includes call costs but is ex GST.
The trial will determine the call rate, contact rate and success rate. Once these are determined it is easy to assess the cost per lead and therefore the overall cost effectiveness.
Our set up fee includes staff training and general administration and management fees and this will be determined once we understand how much time is potentially involved.
For in-bound calls we generally charge either a fee per call or a weekly fee. This will depend on a number of factors so can be discussed when the needs are established.
What are your terms?
We ask for pre-payment of 50% of the trial period upon confirmation and the balance is invoiced once the trial period is complete. Thereafter invoices will be issued either fortnightly or at the end of each calendar month. Payment terms are 7 days from date of issue. Detailed statistics of results will be sent with each invoice
