BPO SOLUTIONS. Simply Evolving

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1 BPO SOLUTIONS Simply Evolving

2 Call Center Solutions Inbound Call Center Services Outbound Services Back Office Services

3 Inbound Call Center Services Answering Services Customer Services Inquiry Handling Toll Free Services Help Desk Support Order Taking Services

4 Outbound Services Appointment Scheduling Product Promotion Market Research & Survey Lead Generation Sales & Marketing Follow-Up Voice Broadcast

5 Back Office Services Web Marketing & Support Data & Voice Management Web Design & Development Transcription Services & Chat Support

6 Our Answering Service Helps You Succeed An answering service is a business service that answers its clients' telephone calls and conveys messages to the clients. TeleDirect Answering Service is capable of doing this and more. TeleDirect provides expert inbound call center service, outbound call center services, order taking, customer service assistance, and answering services. Our professional staff advanced call center equipment help provide the best answering service experience. If you are looking for a superior answering service, look no further. We are available part time, full time, or whenever you need us. If you are looking for a messaging service or a live answering service, outbound call center services or inbound call center services or seminar registration, TeleDirect Answering Service can assist.

7 TeleDirect Answering Service Well qualified team of professionals takes the messages on behalf of your company and provides the information quickly. The 24/7/365 service is excellent for answering calls any time and obtaining information from the caller. The received calls are processed by live operators who obtain the callers name, address if necessary, phone number and a brief message.

8 Upon completion of the call, the operator Dispatches the message to pagers or cell phones Financial planners Contractors Service oriented businesses Insurance Companies Automotive Warranties

9 The Process of Answering Service Account Status Appointment Reminders Shipment Tracking Invoice Payment Calling Card Services Emergency Notification Lead Generation Credit Collections Services Contractors Voice Mail and Call Back Systems Payroll Services Message and Recording Service Product Ordering and Fulfilment Inbound Order Taking

10 Where Quality Call Center Service Matters? In an intensely competitive marketplace products can become commodities and services the true differentiators. Managing and exceeding customer expectations by providing services while reining in costs is a real challenge for companies worldwide. In a hyper competitive environment, global organizations are striving to: Improve customer service quality. Improve customer retention. Ensure security of customer data and information. Manage customer service expectations and costs. A good well oiled customer service department can be the deciding factor of the success of any company. If your customer support department is not well organized, then your competition stands a chance of exceeding you. Here you will learn how our 24 hour customer support solutions will bring you and your company increased success in your sales achievements and overall sales strategy.

11 What TeleDirect Customer Support Service Can Offer? We pride ourselves on a 24/7 approach to customer service that offers complete satisfaction and customer loyalty. Our ability to answer frequently asked questions right away using our state of the art customer support software. Using our customer service solutions you will dramatically increase your time and money while being able to focus on several other areas of your business. Our combination of customer support services and order taking abilities provides an efficient and cost effective solution to your sales and customer support needs. Our 24 hour tech support and customer service representatives are highly trained in dealing with all aspects of your customer support needs, including customer sales, customer complaints, and customer questions. TeleDirect can be a point of call for professional offshore 24 hour customer support services.

12 Inbound Inquiry Handling Services Inquiry handling is same as information center handling. All the inquiries of customers are handled appropriate and precise information about the product and service is given to them. Inquiry handling is a key function for an inbound call center. The customer is satisfied and pleased by this he will go for the order or services. The effectiveness of inquiry handling results into business generation. The tailor made training imparted to the representatives enable them to have a meticulous understanding of the product or the services and thus deliver the information to customers flawlessly. They double-check the information to be delivered and meet the requirements of customer s actual needs. We have specialization into Inquiry Handling Solutions

13 Inquiry Handling is done through: Telephone Response. Website Response. Response. Handling Information Requests. Multi-language Voice Response Fulfilment. Dealer, Agent or Distributor Locator.

14 Toll Free Services The inbound toll free service refers to managing the toll free phone service and voice broadcasting campaigns of the organizations, online. The Approach The inbound call centers provide massive inbound call handling capabilities with 24-hour live response. The inbound toll free response combines the effectiveness of a toll free number, 24-hour inbound call center. The toll-free numbers are quite popular in the marketing strategy for most companies advertisements. It offers a clear professional image and greatly increases the likelihood that a prospective client would surely respond to the company's ad. The Customer Service Representatives (CSR's) are trained and experienced about the product or service and are thus able to answer customer questions effectively. This brings in multiple orders and increased customer satisfaction.

15 Help Desk Support Services Helpdesk services outsourcing provides customers with our round-theclock support, and dedicated customer care representatives, without the high costs associated with providing in-house helpdesk services. As your business grows and develops a substantial customer base, offering helpdesk support can become overbearing, inefficient and costly. Developing and maintaining a dedicated call center or providing helpdesk services is essential to retaining your customers; however, taking on the task without help can drastically reduce your ability to perform and maintain the quality of your product and the enthusiasm of your sales team. Call center outsourcing enables your business to provide low-cost and effective helpdesk services with a dedicated and experienced team of professionals.

16 Order Taking Services Order taking industry has reached to its highest growth in past couple of years. Every business who sells their product through online website, radio, television advertisement has to go through order taking process. Order taking help companies especially when their products or services are complicated and typical. As an answer to such difficult situation TeleDirect offers Call center Order Taking Services. Enhanced Inbound Call center service by providing quality Order taking services is our goal. TeleDirect s order taking representatives are focused on providing 100% client satisfaction. Our live order taking service works with Real time web system which will be linked directly with your company website or with your . TeleDirect representatives will convert inbound calls in to sales and enter the order in our Real time online system which can view through login or we can send the information in real time on the specified.

17 Order Taking Services Our inbound order taking call center is open to attend your calls 24/7/365 so that you don t loose any of your sales call or inbound call. All calls will be answered on behalf of your company. Summary messages with details of each and every message received on the particular day will be sent to your or it can also be ed to you in real time. Customized call reporting. Enhanced inbound call routing features including automated menu selection and call overflow in place to facilitate cost-effective handling of large call volume spikes. Credit cards are authorized and information are transferred to the client through secured connection. Our inbound sales pitch for order taking ensures highest percentage of conversions from inbound calls, customers information is maintained for future references even if a caller does not place an order. In future same database can be used for outbound calling and generate the lead which will save overhead of marketing in future.

18 Appointment Setting Services Appointment setting has been the keystone of generating new business avenues. It is the most qualified communication medium which requires a detailed administrative program to ensure that the appointments are scheduled, by each field representative. Appointment Setting forms to be one of the significant aspects of all new businesses. If new firm is associated with the vast expanse as offered by business process outsourcing industry then business appointment setting should be main concern. Today, you will find each and every company connected with call center industry using appointment setting in any form or shape. This is where the importance of availing TeleDirect Services lies. Making companies stay ahead in this growing competition, TeleDirect BPO Services bring certain business appointment setting solutions enhancing superior call center or customer care services.

19 Features and benefits includes: Automatic Reminders sent to the customer and companies. Customizable add company logo and choose colors, fonts, and layout styles. Customer information is stored in company database for easy retrieval. Set Recurring Appointments. Export appointments to clients calendar. Simultaneous accessibility for multiple users....and many more!

20 The Highlights of Appointment Setting Services The Outbound Appointment Setting Call center fully provide sales professionals, with market intelligence to be undertaken in each appointment. It is an efficient tool for any type of business or profession, including: Mortgage brokers Physicians Lawyers Accountants Financial Services Firms Realtors Hotels/Restaurants Health & Beauty Centers Spas Conferences & Seminars Financial planners Contractors Service oriented businesses Insurance Companies

21 Outbound Call center - Product/Service Promotion We have a state-of-the-art outbound call center infrastructure, which enables the companies associated with us, to be assured of a solutions-based approach which meets its telephonic and e-commerce needs, related to a particular product campaign, and its successive promotion. The Outbound Call centers, offer solutions that can be tailor-made as per the client requirements. They offer fully integrated solutions, for acquiring more customers, and building a stronger customer base, helping to launch the product and build awareness in the relevant market. Outbound call centers provide exclusive product promotional support, to customers with the help tele-services. They help to generate momentum and expand new customer base along with creating awareness and excitement amongst the target, for the new products, introduced by the clients. Outbound calls made to target audience, consist of promotional product messages, which are in consistence with the company's individual product promotion strategies. The service also supports: New product launches and line extension introductions. Product recalls Product advisory notices New product indication announcements Product hotlines Outcomes research

22 Lead Generation Services With TeleDirect Lead Generation companies get qualified prospects leads! Our lead generation programs are customized to fit companies requirements. Eliminate cold calling and deliver a stream of informed, interested and ready to buy prospects that companies need to build your business. TeleDirect Lead Generation Services will manage clients entire campaign, without any further investment on company part in manpower, technology, infrastructure, or campaign management. TeleDirect Provide high-quality, responsive, global business-tobusiness Lead generation services that build a growing pipeline of sales opportunities and increases sales for our clients; Provide leading-edge, real-time reporting & analytics that offer our clients optimum control and accountability to maximize return on marketing investments. Provide highly effective leadership and support for the integration of sales and marketing efforts; and Grow Sales through Maximizing sales productivity.

23 Telephone Surveys Telephone surveys are a quantitative marketing research methodology that involves calling and interviewing a representative sample of people within a geographic area or a targeted market served by a business or organization. Market Street Research might interview 10 people or 1,000 or more, depending on our clients' information needs. Telephone surveys involve: Identifying the marketing research objectives Developing and pilot-testing a marketing research questionnaire Developing an appropriate market research sampling strategy Conducting the representative telephone interviews (data collection) Analyzing and presenting the market research results. TeleDirect handles all aspects of telephone surveys, including helping companies to clearly define the research objectives based on company or organization's information needs. We design state-of-the-art marketing research questionnaires and research sampling methods, and closely monitor data collection by nationally respected polling firms. Our analysis and presentations are our greatest strength- TeleDirect goes beyond statistics, tables, and graphs to provide quality analysis and actionable results.

24 Outbound Call Center Services We provide Outbound Telemarketing Services which comprises of an innovative Call center Setup, equipped with all the latest tools, which enable us to make successful marketing calls for clients products and services. Each Outbound Call is recorded so as to ensure that the quality of the Outbound Calls made from the Call center, are not deteriorated at any stage of the on going conversation between the agent and the prospect customer. Our experience and expertise in handling Outbound Call center Services makes it possible to successfully accomplish, each project we undertake for marketing and sales of the products and services, offered by companies. Appointment Scheduling Appointment setting has been the keystone of generating new business avenues. It is the most qualified business-to-business communication medium, which requires a detailed administrative program to ensure that the appointments are scheduled, by each field representative in an ingenious manner. Product/Service Promotion We have a state-of-the-art Outbound Call center Infrastructure, which enables the companies associated with us, to be assured of solution-based approach, which meets its telephonic and e-commerce needs, related to a particular product campaign, and its successive promotion.

25 Outbound Call Center Services Market Research & Survey TeleDirect 's mission is to provide its clients with information's which can be put to use, immediately for making critical business or organizational decisions. Our goal is to offer outstanding performance in every project or campaign, undertaken by us. Mortgage Lead Generation TeleDirect provides integrated process outsourcing solutions to the mortgage banking industry, especially in the Exclusive Lead Generation Loan origination process, with the help of an integrated technology and operation service delivery models. Sales and Marketing Our comprehensive Internet Sales & Marketing services ensure that we generate significant revenues for our clients and provide them with an increased Return On Investment as early as possible. We undertake sales and marketing campaigns, using world best strategies. Follow Up Outbound call centers specialize in increasing business conversion rate, maximizing campaign effectiveness and build stronger customer relationships through direct mail follow-up. Voice Broadcast Voice broadcasting is the delivery of a pre-recorded voice message to a live person, answering machine or both. It is, by far, the most cost effective means, used for reaching your customers, employees, groups or prospects.

26 Document Management Services Data Management Services Online and Offline Data Processing Data Maintenance Data Conversion Data Enhancement Data Cleanup Data Entry Output Presentation Posting and charting of tabulated data Insight generation Document submission in various formats, i.e.. Pdf, Html, Xml, Word, PowerPoint

27 Why is Document Management Service Important? Data Management is an important and challenging task in today's information rich environment. The amount of paper work done by organizations has increased manifolds. The added need to share information with customers, business partners and different setups of the company in numerous locations is proving to be, a daunting task for different companies. Data Maintenance Our Database Services provide, secure, optimal management and an increased ratio of database productivity. Our services range from database design and enhancement to installation / upgrades, backup / restoration and performance as well as capacity management. We have a proven track record with database management systems, in multiple systems and environments. We offer, complete spectrum of Data center Management Services which can help your organization capitalize on business opportunities and result in real improvements in terms of profitability of the business.

28 Data Data Conversion Data conversion can be defined as the translation of data from one format to another. Data stored in an old system is imported into a new database. Data Conversion can range from a simple one for one import to a complex procedure where non-relational data needs to be imported, validated, cleansed, and split up into multiple tables in a new relational database structure. Data Enhancement From outside sources, we can append demographics and lifestyle information to create profiles of prescription and/or buying habits of consumers and Physicians. Data Clean Up Our programs can detect duplicates or problem records. We run tests against the data looking for problems. Data Entry Data Entry is an exact science, where accurate input is essential. Customized data entry screens with proper parameters in place, result in fewer corrections. Quality checks are done on-line and off-line based on pre-determined comparisons and checks.

29 Transcription Services Medical Transcription Services TeleDirect is one of the premier transcription companies providing world class medical transcription service. The excellent quality and accuracy of our medical transcription services. Legal Transcription Services Legal transcription outsourcing is a very specialized field which requires specialists in each industry for which the legal transcriptions are done. We understand that doing business today increasingly demands that companies move with the times. Our legal transcription unit is backed by a strong workforce comprising transcriptionists working 24/7, 365 days. Voice Transcription Services TeleDirect offers high quality and cost-effective voice transcription Service which covers varying needs of General Business, Medical, legal, Universities, Entertainment and other industries. We use cutting edge technology to ensure consistently high quality conversion of company audio video to text output voice transcription.

30 Transcription Services Business Transcription Services TeleDirect Transcription Service offers quality and accurate business transcription services at affordable prices. Your transcription needs could include meetings, conferences, speeches, one-onone interviews, board meetings, etc. Get accurate transcription within the timeframe that best suits your business transcription needs. Speech Transcriptions Services Audio transcription or speech to text conversion includes conferences, interviews, focus groups, seminars, meetings, lectures, legal depositions, radio broadcasts, TV talk shows etc. transcribed from voice files to text format. These services are useful for media and other public relations companies, publishing companies, law firms and academic institutions that need speech transcribed to text. Interview Transcription Services Interview Transcription services involves acquiring the recordings of interviews and transcribing them. An interview is a question-answer based conversation involving two or more people. This is referred as the conversion of recorded interviews, group discussions, studies related to any subject matter, one-to-one discussions, research based interviews, focus group interviews, business interviews, job interviews, university research interviews, journalist interviews etc. into textual form.

31 & Chat Support Services has now become the primary means of data transmission and customer relationship management. As a result many companies are outsourcing their nonvoice call center needs, including support services. FAQ's What role does an support service play in my company? has now become, a primary means of data transmission and customer relationship management. Owing to this factor, many companies are now outsourcing, their e- mail support services. Low cost, non intrusive and any time-anywhere access, are some of the main advantages, of based communication. An efficient response service is crucial for every company, as it contributes to the brand building and growth process of the company. How will this work? A knowledge base of frequently asked questions and answers, will be created in collaboration with our clients' needs and requirements. The knowledge bases are continually updated and improved, based on our agent's interactions with customers. Realizing that there are few quick fix solutions, our agents are thoroughly trained and familiarized with the client's processes, products and services. The online knowledge base can also be used, in order to provide immediate personalized responses to all the customer queries.

32 & Chat Support Services We have successfully and competently handled support services. Our experience ranges from handling simple as well as complex issues. Our services are comprehensive and include. Customer care Technical support Order fulfillment Verification Complete query resolution The Technology We at TeleDirect provide a very reliable and flexible system that responds promptly to the customer queries. Combined activities like direct mailing and call center follow-up together, can more then double your normal response rates. To increase the efficiency levels, these activities should be well focused and should involve timely use of telephone, as a means to lift overall direct mail response. Direct mail campaign is a resource intensive business, if all the essential elements for success are carried out properly. Outbound call centers, execute and follow-up every aspect of client direct mailings, by providing specialized services. The Customer Service Representatives (CSRs) communicate directly with the customers, dealers, distributors and business partners with a customized campaign. If direct mail is used to generate leads, then Direct Mail Follow-Up can considerably increase quantity and quality of the produced leads.

33 Internet chat support is ideal for? 24/7 Service available no more lost sales. Professional Chat Executives hired and trained according to clients specifications. Our Chat Executives promptly answering live chat requests on clients website. Highly efficient! - one Chat Executive can handle multiple chats at the same time. No foreign accent problems in a typed chat. Ability to proactively initiate chats, push surveys, co-browse, etc. Use the chat transcripts to update and improve clients knowledgebase. No busy signals or on hold delays for clients customers. Customers with dial-up ISP access can stay online while receiving live support. No expensive telecom equipment, toll free numbers, or extra office space. Better customer service means MORE SALES! Provide a reliable source of first hand information of clients products and services. Support Resource Management. Advantages: Online support executives assist customer from any location at any time