Nurturing Relationships
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QCSS embraces communication and
innovation to transform human
interactions into
powerful
&
passionate
Q-OUTBOUND CALL CENTER SERVICES
•Lead Generation / Qualification
•Appointment Setting
•Sales (Up-Selling & Cross-Selling)
•Database / List Updating & Maintenance
•Event & Seminar Registrations
•Data Entry
Q- INBOUND CALL CENTER SERVICES
•Lead Generation / Qualification
•Customer Service
•Sales (Up-Selling & Cross-Selling)
•Database Management
•Event & Seminar Registrations
•Market Research/Surveys
•Membership Application Fulfillment
•Direct Response / Support-TV & Radio Commercials & Infomercials, Website, Print Ads
•Help Desk-Troubleshoot-Products, Services
We are QCSS, Quality Customer Service and Sales and have been answering
these questions while nurturing our client’s customers for retention for many
industries for over 17 years. We do so with a dedicated team of telephone
sales representatives, a quality assurance staff and the best calling
technology on the market. Our strategic partnering with our clients has
resulted in greater customer and employee retention for our clients and solid
sales growth while freeing up our clients resources, allowing them to focus on
their core business. We take the guesswork and fear of loss out of any sales or
business development program.
Before we begin each project, we take the time to fully understand what our
client’s pain points may be and how we can heal them. We then determine
the objective of the campaign, target a very specific audience, (your perfect
looking client replicated) and then the message is created for scripting. We
train our staff on your project and we commence calling with our
experienced team.
•
QCSS will work with you to customize a script that
will provide a seamless extension of your
company’s customer service department.
•
Our professionally trained agents will then use this
script as a guideline for their phone conversations.
•
All scripts include a detailed FAQ page to give our
agents the confidence and knowledge they need
to represent your company.
Clients who have multiple programs, products, and marketing
initiatives may need different scripts for each DNIS they have. Our
technology allows us to accommodate our clients who have these
needs.
Our agents will not squander to match a program or product to DNIS
because it will automatically pull up the proper script allowing for
quicker- better service.
Introduction Offer 888.888.1111 Script A Mail $99 Off 888.888.2222 Script B Free Offer 888.888.3333 Script C
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Each campaign will have dispositions which will tell you how each call
ended. This is a pertinent piece of information for tracking inbound
activity.
We will design these dispositions specifically for your campaign needs
utilizing as many as you need.
QCSS integrated technology gathers marketing
information, stores customer history by phone
number, and can route calls efficiently to give
excellent service time, tracking, and KPI measuring of
performance.
Inbound Features:
•
Multiple DNIS per campaign
•
ANI (caller ID)
•
IVR (call routing, special messaging)
Your campaign can have unlimited 800
numbers which track every piece of media to
determine the volume and success of your
placements (TV, Radio, Direct Mail)
This will allow you to understand what type
marketing is driving the most traffic to your
company.
Our system will automatically capture every
telephone number that dials your DNIS.
You will never risk losing any data on calls that
could be pertinent to your future marketing efforts.
ANI capture allows our system to pull up your clients
history and information for customer relationship
management, retention and cross sell/up sell
opportunities as the call arrives
The IVR Self Service Application provides:
• Dynamic call routing: skills, priority, and service level
• Point and click interface with custom scripting capabilities
• Access to ODBC standard databases
• Automated attendant, information retrieval and update
• Touch tone control
• Play messages: greetings, advertising, text-to-speech, speech recognition
Achievable Benefits
• Increased efficiency is realized by both the consumer and the contact center through self-service applications. IVR helps alleviate the following challenges: High call volumes at peak times
• Excessive hold times during these periods
• Workforce turnover and quality issues
• Requirements to automate outbound processes
We have a team who is constantly checking the inbound que
to assure we are answering calls live and meeting customer
service time goals at all times.
This is the Que Monitor they are watching.
In addition to watching the Que Monitor we are also alerted immediately once a call passes through the IVR.
This is a typical call flow:
•
The call is sent to the agent’s desktop (Along with the screen
popping up they will hear a beep in their headset)
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The agent will begin the call by capturing or confirming all contact
information
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Once the correct info is captured they being the conversation
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The agent is trained to gather marketing intelligence based on your
needs
•
From there the call is handled according to procedure. Some calls
may be orders, inquiries, transferring, troubleshooting, store location
as well as many other scenarios.
We offer live transfers to multiple numbers or locations. You can have as
many transfer numbers as you need so if you have a sales team that is
National we can route
While we have the customer on the line, we can email LIVE to the transfer
location the captured information of the person that we are transferring so
your rep will have a seamless transition picking up where we leave off!
They can transfer in house to another representative Our reps can transfer or
conference out to phone numbers we will program in. They will dial the number and get the call over to the appropriate party.
•
Our dialing technology allows us to email your company information to
prospects with instant delivery in 1 click.
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We will help develop a personalized introduction letter that we will send to the
prospects with any attachment on information that you provide.
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All emails are sent on behalf of your company- providing a seamless
extension.
•
All Email Responses are managed by QCSS to free up your time.
The prospect’s email address will automatically populate as well as their first name so you have a professional & personalized email going out.
Next to the arrow is the slot for the attachment on your companies information.
All of this is in read only format so mistakes cannot happen & your information is getting out accurately.
•
At QCSS, we are able to offer real time transmittals of your
sales, registrations, appointments and leads. If you have a
web-enabled platform we can go right into your system and
enter the data live and process orders on the spot.
•
QCSS will work with you to design a integrated
process which is live and secure so that
you and your team have access to your
information as we make it happen!
Each day you will receive a recap all of the inbound calls that
were generated for the day.
This will arrive to your inbox by 10pm CST every evening. It will be
in xls / csv format.
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• You will be getting an introduction call from our Operations Manager on the day your program launches. They will be going through any questions you may have on your campaign as well as running through the findings from the launch. As part of our
commitment to you for Quality Assurance & Project Management you will receive a call every week to go through the prior week’s inbound report. In these sessions, we will be looking to you to share how your leads / sales are going & any feedback you may have.
• This feedback is what really drives a successful program- as it allows us to mold and make improvements in areas where we may need work on and continue to strengthen the areas that we are excelling in.
• We also invite all of our clients to be a “mystery caller” as the program rolls out. This is an excellent opportunity for you to build confidence and trust in our agents and in the program.
• Each morning every DNIS is tested to make sure the lines are functioning properly.
• Service Level Management is another part of our QA Program where we blind monitor our inbound agents daily as they are on calls to get them improvement guidelines & feedback.
All of our agents are trained by an inbound professional in three main areas:
1.) Technology & Web training: Each rep is trained on how to utilize our technology for conferencing, transfer, on demand email & fax. They will also be trained on any web platforms your program will be using.
2.) Program training: For program training we prefer our clients to come in and train on their company & the program calls. This is usually a 2 day process with pre-training & post training.
3.) Voice tone & Technique training: Our agents undergo intensive role playing focusing on
customer care issues, building rapport, voice tone, patience, and call handling. All of this training will not only ensure excellent customer service but productive & profitable call times.
All agents are given a written test as well as several dozen test calls live on the line before the program will launch.
24 Agent training Technology & web training Program training Voice tone & technique training
• Submit forecast or actual current call volume in house or circulation of media with QCSS so we determine estimated call volume and
staffing for transition
• Discuss timeline for transfers and transitions of lines
• Email Distribution List for Leads / Reports and assign point of contact
• Web-enabled platform to fulfill orders / registrations / trouble shoot
• Provide in depth company/product information to give agents a wealth of knowledge and QCSS to build a comprehensive training
module
• Provide & release 800#s to QCSS or QCSS can order and establish new 800#’s to assign to media
• Email Piece(s) : This will go to the contacts that request additional detailed information about the company, promotion, or application • Script: QCSS will assist in the marketing & strategic development of the script outline. We would need the following:
-Frequently Asked Questions & Answers
- Known rebuttals: Any questions we may encounter and methods to answer or respond -Copies of advertisements (media, direct mail or TV) in circulation
• Establish Training and launch date
• Test calls and transfers
