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Just one more thing - The Telemarketing Company - ContactCenterWorld.com Blog

Just one more thing

Iceberg Marketing: the nine-tenths of value submerged under the surface of most telemarketing campaigns.

Kevin Byrne, Senior Business Development Manager


"Calls that ‘fail’ are as important as those that succeed"

Bit of an odd concept? We are pretty good at what we do but, with any marketing campaign, there will always be a number of people who say ‘no’ to any particular offer. Despite this unnegotiable fact, there are different ways to add value.

The message of this article is simple - there is untapped value and insight in every call - it's important to recognise and capture it.

Let’s start by looking at a typical lead generation campaign. Maybe, we are talking to SMEs about our client’s new product and have a target of 1 in 10 contacts converting to a lead or an appointment. Both the client and agency are, quite rightly, focused on the positive outcomes required but, at The Telemarketing Company, we always talk about the ancillary benefit of extra business intelligence. This is often greeted with a polite nod and then, “What about the leads?” the client will ask, “that’s where the return is...”

So, if we are 'failing' as many as 9 times out of 10, what happens with those interactions?

There is normally a series of result codes, dispositions or similar. Here is a typical list:-

  • Too expensive
  • Have a competitor product
  • Not interested
  • Under criteria
  • Not looking for this type of product 
  • Authority elsewhere

So, here is our simple answer for trying to unlock the hidden value –

Always ASK ONE MORE QUESTION.

Does that seem too simple? Let me try it on the codes above. Let’s call it ‘a little bit extra’

Too expensive
Extra: Can you say what you would be willing to pay? What are you paying at the moment?

Have a competitor product
Extra: (after asking who?) And could you rate our product against it based on this brief chat?

Not interested
Extra: Is it just something you don’t need, or just not the sort of features that appeal to you?

Under criteria
Extra: Can I just get a bit more information on whatever the factor is (turnover/employees)?

Not looking for this type of product
Extra: Do you have a different solution in your business? How does it work for your business?

Authority elsewhere
Extra: is there an actual name of someone we can talk to?

and what do our clients get out of it?

Too expensive:
Valuable information about pricing

Competitor product:
Some candid, unfiltered views about your own product/competitors

Not interested:
Insight into some real weaknesses in the product (or the telemarketing presentation of course)

Under criteria:
Detail that may enable you to understand any opportunities that are, for example, close to criteria and identify companies that may meet the criteria at some point in the future

Not looking for this type of product:
Some insight here, which may enable you to change your product or change your message

Authority elsewhere:
A key decision-maker name, or information about the decision-making unit.


EXTRA BENEFITS

There are some other benefits to this approach too...

Wheat from Chaff

It is pretty effective in separating real future prospects from those that really don’t want to engage. Someone who gives a considered and thoughtful answer to a supplementary question has a genuine reason not to go further and is giving you information about how, and importantly why, he might buy in the future. Someone who doesn’t, is just trying to get rid of you.

Agent motivation

Take a moment to consider the life of the telemarketing agent; being told ‘NO’ 9 times out of 10 for 7 hours a day is a tough gig. It takes a special kind of person, as you may know, if you have run an in-house team, or have even done it yourself. If you can share the value each call, even those that don’t result in leads or appointments, and feed aggregated results back to the agents on a regular basis, it can create an entirely different level of motivation.

PLUS, some devil in the detail - a couple of other outcomes you will see:-

Invalid number

If this is a big number, it flags an issue with your data. Who is looking after your data? If it’s your own database, you might consider some data cleansing before you start spending your hard won sales and marketing budget. If it is bought in data, then you would normally get a refund on any invalid numbers - every penny counts.

Existing Client

Your ‘new prospect’ data contains a significant number of existing clients. We see this all too often in quite large numbers and the same applies - get your data into shape before you start calling.

Is this really important? It’s the leads and appointments that we need!

In a campaign of 1,000 there are 900 potential pieces of extra information. Imagine you collect 200 pieces of insight on the topic of pricing – both your own and your competitor’s. That starts to become statistically significant information to feed into commercial decision making.

In previous campaigns, we have altered the messaging and the offer mid campaign, or run a split test at two different price points in response to this type of feedback, and improved campaign performance, as a result.

CONCLUSION

In our world, a successful outcome can be multi layered, but by adopting our 'a little extra' approach and asking one more question on every call, we bring to the surface the hidden value others miss.

ASK ONE MORE QUESTION on every call. It will reap rewards

 

Source: http://www.ttmc.co.uk/en-gb/knowledge-bank/2016/9/9/just-one-more-question/

Publish Date: September 9, 2016 5:00 AM


2020 Buyers Guide Cloud Contact Center Solutions

Page: 12
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

2.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

3.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

4.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We enjoy good conversations!
PH: 800-886-9199

5.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

6.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

7.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

8.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

9.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

10.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

11.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

12.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

13.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

14.) 
Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608

15.) 
Megacall

Megadialer
Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.

Easy to Use Interface: Modify campaigns to suit your business

Customizable Campaigns: Numerous modules that will make your management easierl

Real-Time Analytics: Control all processes in the MegaDialer interface in real-time

All our rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

16.) 
MFE International

Genesys PureCloud
Award winning Genesys PureCloud Contact Centre. A leader in the magic quadrant.Recognised by Gartner, Forrester and Frost and Sullivan. Secure and Reliable. True omnichannel- voice, chat, email, social and messaging.Includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics,
PH: 96386615

17.) 
MyCallCloud LLC

MyCallCloud
MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
(read more)
PH: (888) 663-0760

18.) 
NeoDove

NeoDove Customer communication platform
NeoDove is an AI-powered, end to end tech-enabled customer communication and reporting solution that allows you to actively engage with your customers. It was built to ease the pain areas faced by most growing organizations in their pre and post-sales processes and to get rid of the limitations imposed by the traditional system, be it tracking leads, following up, connecting with customers or team productivity and efficiency. It has been built to meet all the sales needs of organizations and help them grow faster.
Within a short span of being in business, Neodove has managed to develop an impressive client portfolio spanning across various industries - RealEstate, Automotive, Edutech, Finte...
(read more)
PH: +91-9414031455

19.) 
NICE Systems

NICE inContact CXone
NICE inContact CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability (guaranteed 99.99 percent uptime), and carrier-grade connectivity (guaranteed voice quality).
PH: 1(866)965-7227

20.) 
Noble Systems

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
PH: +61 (0) 3.9008.1700
 
Page: 12



View more from The Telemarketing Company

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