How We Work

We will understand your needs and meet your expectations.

Developing the Campaign
Before we start a campaign, we need to know as much as possible about your company and how your customers see you. As far as the customer is concerned we are you, therefore we must have a deep understanding of your ethics and attitude. Once we are confident of your overall objectives we can start planning a campaign. First we develop the offer for the telemarketing script. Getting this right is crucial as there is little time in a phone call to sell your whole product or service. And there are no visuals! Fortunately, the offer and script can be continuously improved to uplift responses - a flexibility rarely available in any other medium.

Training
All our canvassers go through a general induction training course and then have live training on one of our in-house programmes prior to tackling Client work. Canvassers are also trained for each individual campaign they work on. All training is run by our
in-house training team and can involve you if you wish. The more the canvassers understand the nature of the product or service, the background, features and benefits, the better they can sell. But we don't just train our own canvassers. As an accredited NVQ training centre we have also trained Clients' customer service teams in good call centre practice.

Initial Results
For all campaigns we let you know the results of the first hour on the hour. It usually takes 200-300 calls to get a definitive feel for a new campaign and then an analysis is done. Here results are discussed, canvassers' comment sheets are studied and the call recordings reviewed. Most Clients seem to need 100 - 500 orders to process to see whether the project is going to be successful "down the line". The key thing is that we work with you to get the results you need.

Digital Recording
All calls can be digitally recorded. This is essential wherever a financial transaction occurs "over the telephone", but it can also be done on "regular calls". We would strongly recommend digital recording where no order verification call is made. In the event of a query, the call recording can be emailed to you and can be played back on Windows Media.

Reporting
We will provide you with daily and final reports. The daily report is exactly that - it shows the progress made cumulative to date and the previous day in terms of the number of calls, and the results of those calls in terms of orders, questionnaires completed etc. The final daily report is accompanied by a complete analysis of the refusal reasons given (a refusal report can be run on request at any stage during the job). We can also customise reports to your requirements - "Special reports". If the data is there to be analysed, we can report on it for you.

Data Transfer
All data transfer is done electronically and all files password protected. We have a standard layout, but this can be altered to meet your requirements so that orders, for example, can be downloaded directly into your order processing system (subject of course to necessary pre-checks).

Post Campaign Review
Following a campaign we will review the results and provide you with an analysis of its success. This will include canvassers' feedback and thoughts on improving the offer or script. This is a good opportunity for you to let us know if our reports gave you everything you need or you would like us to provide additional information. Overall, we will give you a valuable summary that can be used in planning future campaigns.