Where the only call that matters is yours.
Nurturing Relationships QCSS embraces communication and innovation to transform human interactions into powerful & passionate customer experiences. 2
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 QCSS offers extended business hours as well as 24/7 upon request. 3
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. 4
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. 5
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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 Free Offer 888.888.3333 Script C Mail $99 Off 888.888.2222 Script B 7
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. 8
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) By: 9
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. 10
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 11
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 12
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. 13
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) The agent will begin the call by capturing or confirming all contact information Once the correct info is captured they being the conversation 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. 14
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! 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. They can transfer in house to another representative 15
Our dialing technology allows us to email your company information to prospects with instant delivery in 1 click. We will help develop a personalized introduction letter that we will send to the prospects with any attachment on information that you provide. 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. 16
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. 17
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! 18
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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. Your leads will look similar to below (only with more information) 21
Reports are emailed weekly 22
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. 23
Technology & web training Program training Voice tone & technique training All of our agents are trained by an inbound professional in three main areas: Agent training 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
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 Go live! 25
We look forward to launching a successful inbound campaign with you! If you have any further questions please feel free to email khall@qcssinc.com 26