Our Approach

Telefocus will work with you to understand not only your corporate identity, but importantly your brand values so that these may be transmitted to the customer during all the interactions we may have with them on your behalf. We will ensure that a commercial agreement is in place to protect you and to make clear campaign success criteria and service levels.

Telefocus will bring its expertise to bear in the production of a bespoke script which not only promotes the product or service at hand to best effect, but will also be compliant with the appropriate regulatory requirements, for example, Ofcom, EU Distance Marketing Directive, FSA, etc. Most of our clients prefer to provide their own input at this stage and, certainly, no script ever goes live without client sign off and approval.

A detailed set of Standard Operating Procedures will be produced and agreed, not only including the above, but also Key Performance Indicators and management information reporting requirements which will be finalised at this stage.

From our agent talent pool we will select those members of staff whose profile best suits the requirements of your campaign. With our in-house training team, we will then design and deliver specific training not only relating to the campaign at hand, but also covering your organisation and brand. Some clients prefer to support this training directly and we always welcome this approach. Pre-launch training is supported throughout live campaigns through regular refresher and step up development as it evolves.

All our staff pass through a comprehensive induction programme and undertake live activity on one of our in-house activities prior to tackling client work. They are assessed at every step of their structured programme and are required to demonstrate their competence at each stage of their career path

At Telefocus we recognise that budgets are tight, especially at the moment, that’s why we will establish a test bed for your campaign, which enables us both to monitor closely the performance of a campaign in its early stages to check that expectations are met. This also provides us with the opportunity to fine tune campaign activity based on the test experience before full roll out. This also means that our clients can limit their risk on campaign expenditure and control costs effectively.

All telephone calls are digitally recorded and we provide our clients with call recordings on a regular basis for your own internal control purposes. Telefocus also has a remote listening facility enabling clients, should they choose (and subject to the necessary security protocols), to undertake live call listening from their own office location at any time. At Telefocus we believe that this is the ultimate comfort for clients when working with an outsourced service partner.

Depending on your requirements, we can provide you with daily as well as final activity reports. These follow a standard template capturing all key sales and service management information relating to your activity. We can also customise reports to your requirements and provide detailed analysis if necessary.

All data transfer is handled electronically and stored securely. We have a standard layout, but this can be altered to meet your requirements so that product sales, for example, can be downloaded directly into your order processing system (subject of course to necessary pre-checks). As would be expected, Telefocus complies at all times with Data Protection Act legislation, the Telephone Preference Service, Ofcom regulation, etc.

For those campaigns with a specific lifespan we will undertake a comprehensive post campaign review to determine success factors and also developments for future activity. Often these reviews work most effectively when managed in tandem with a review of back end performance in order to understand the full commercial value of the activity. For those campaigns that are ongoing, we agree regular milestone reviews with our clients to ensure that we continue to maximise performance and opportunities.