EVENT MARKETING TECHNOLOGY w it h Need to increase the registration for your events? We can increase your attendance today! With Voicelogic s Event Marketing Technology, you can reach out, emotionally convince, and draw potential attendees to your events. Contact: Laura Leduc Business Development 1-800-973-1870 ext. 245 laura@voicelogic.com
Table of Contents Event Marketing Technology 3 7 Hiring Requirements for Voicelogic Call Centre Operators 8 Industry Case Study - Trade Show 9 Industry Case Study Events 10 Report Sample Pie Chart 11 Sample Report Log 12 List Quality Chart 13 Report Call Label Legend 14 Letters of Reference Reference Letter ACT Canada 15 Reference Letter Brunico Communications 16 Reference Letter Forecast Response Inc 17 Press Release, official marketing partner for IAEE 18-2 -
Voicelogic has an event marketing communication tool that helps increase tradeshow traffic which keeps your exhibitors happy. We find that communicating with potential attendees is the way to generate new business and to increase registration. I would like to introduce Voicelogic.com and our marketing tools that will enhance any marketing campaign. Designed for business to business marketing, we use live operators in our call centers to navigate business phone lines and guide a voicemail message into the contact s voicemail without disturbing them. It s quick and easy t o set up Voicemail Courier ensures the identical professional, adequate message is deposited into your contact s voicemail. This service is done during the day, or after business hours in order for your contacts to think that the telephone message was left directly by you or your staff. Need m ore ef f ect ive result s af t er send ing a direct m ail piece? Follow up after sending a direct mail piece, can be both expensive and time consuming. When doing your follow up phone calls after sending a direct mail piece, over 60 percent of time, you will get the voicemail instead of live contact. It is time consuming to leave a voicemail message with each call. Voicemail Courier can do all the work for you. One of the main concepts of this service is that there is a real live operator/agent on the other end of each call. This enables us to provide accurate results on the outcome of each call. The operator can report which contact numbers are out of service, no answer, got voicemail, wrong contact, etc. The operator also reports the result of the call, whether there is interest to register, or no interest (with comments on the reasons for no interest). The data we collect is effective feedback on what your industry is saying about your event, the levels of interest, and current market trends. How it w orks 1. Our operators get through the receptionists and automated telephone menus; and deposit the message into the contact s personal voicemail. 2. We can also offer a Live Operator component, where during business hours we read a script to the live answers, or deposit a message into the voicemails. This is how we get a 100% delivery of your message, and increase your ROI. - 3 -
3. We can update contact information, and maintain your database so that no future marketing dollars are going to waste on contacts that are no longer employed. 4. Upon reaching a live person, we can walk them through the registration process online. This ensures more people signup to your event. Direct m ail & voicem ail Over 9 billion pieces of direct mail were never opened in the Year 2007. On average less then 17% of all direct mail delivered is ever opened. Once opened, on average people spend from 5 to 6 seconds with each piece. Our Voicemail Courier Service is a great follow-up or reminder to direct mail marketing. Remind contacts to register for Events, attend promotions, and register online. We can walk contacts through the registration process. Our services are quicker to setup and get started than some traditional marketing methods and has much higher baseline effectiveness and the ROI (return on investment) is substantially greater. What ar e t he Benef it s of Voicem ail Courier Services? a. Customer Loyalty: Increase your customer retention by using Voicelogic s Voicemail Courier Services to communicate and cultivate client relationships. b. Control your Marketing Costs: Get the most out of your direct mail campaign. Remind contacts about Conference, Trainings, Promotions, Rate Changes, and Upcoming elections, Energy Saving Programs, etc. c. Juice-up the Current Marketing Programs: When using Voicelogic s Event Marketing services, you can supplement your marketing programs by sending a message out before, during or after the direct mail campaign, which can produce 3 times the normal response rate. - 4 -
d. Believe in the Human Touch: Our Voicemail Courier messages are designed to draw responses by the use of sincerity, inflection, passion, tone and personality. This is a true art form. We work with the psychology of human behaviour. We understand that people make decisions based on emotions. We are the best at the art of emotional responses no matter the product and/or services. Wher e it s used Voicelogic has t he t ech nical and op er at ional ad vant age over ot her s. We help p olit ical cam p aigns, lar ge and sm all b usinesses, sp ecial int er est gr oup s, ut ilit y com p anies, and p hone com p anies t o incr ease t he ef f ect iveness of t heir m ar ket ing d ollar s. We gener at e r esult s f or f ollow ing ap p licat ions: Po lit ical: Fun d raisin g, Grassroot s Sp ecial Message, Elect io n Cam p aign in g, an d Vo t er Turnout Sp ecial In t erest s: Do n at io n Drives, Fun d raisin g, Prom o t io n o f Even t s Even t Market in g In crease regist rat io n b y 30 % and up w ard. Asso ciat io n s: Co m m un icat io n w it h m em b er sh ip, p rom o t in g Co n f eren ces/trad esh o w s/train in gs, Mem b ersh ip d rives Ut ilit y: Rat e Chan ges, En ergy/gr een Program Prom o t io n s, Co m m un it y Even t s, Co m m un it y Service No t ices, Alert s Web in ars: Fo llo w up t o d irect m ail m arket in g, in crease at t en d ee sales, in crease sp o n so rsh ip Real Est at e Agen t s/mo rt gage Brokers: Messagin g t o co n sum er s, get t in g p urch ase/sales lead s, co n sum er aw aren ess Fin an cial/in suran ce: Market in g, f o llo w -up f o r d irect m ail cam p aign s, co m m un icat in g w it h exist in g clien t s, gen erat in g sales lead s - 5 -
Our Services w ould include t he f ollow ing: Contact List Updated Information List Update/Maintenance Daily status reports and feedback to improve campaign results Final Report outlining what happened with each call Start up conference call with Operators and Call Center Manager to review your campaign MP3 Files of all calls made by our Operators Option to have a pre-recorded message to be dropped into all encountered Voicemail Live Transfer all leads Email Lead Transfer service (e-mail leads can be sent to you as they are collected) Our People While our technologies give you the control you need to convey consistent communication and brand experience, it s our agents who personally make it happen. Ongoing training programs give Voicelogic agents the skill set they need to execute an accurate and error-free experience for your targeted individuals. Contacting consumers in a friendly, high quality manner keeps our clients coming back. Voicelogic Agents ensure the right messages are delivered to the right consumers every time. Rigorous pre-hire selection tests, competitive compensation, and a commitment to staff development, combined with our team building initiatives, ensures we attract and retain the most highly skilled messaging specialists to implement campaigns on your behalf. Our Client s Some of our clients include Direct Access Marketing, Delvinia Interactive, Penton Media, Jupiter Media, Rogers Media, Brunico Communications, Plum Communications, Source Media Conference Services, Reed Exposition, GES Canada, World Health.net, Media Edge, IDG Group, Computer World, Microsoft Canada, Business Information Group, Von Publishing, etc. Associat ion Client s: Am er ica Bar Associat ion, Am er ican Med ical Associat ion, New York Societ y of Associat ion Execut ives, Canad ian Healt h Food Associat ion, Oklahom a Med ical Associat ion, Am er ican Mar ket ing Associat ion, IAEE, and m any ot her s. - 6 -
Locat ion We are located in Toronto, Ontario, Canada. All of our operators are friendly, English speaking professionals. Cam paign Managem ent Each client is assigned an Account Manager and a Production Manager. While many of the campaign setup tasks are performed by the client, your Account Manager and Production Manager are always available to answer questions and guide you through the campaign process. Com pany Inf orm at ion Voicelogic.com, a Toronto based communications Technology Company has carved out a niche in North America's fast-growing $11.5 billion corporate communications market. Voicelogic currently has over 1,300 clients and broadcasts (via fax, e-mail, and voicemail) over 4.6 million messages per month. The company's client list ranges from blue-chip corporations to industry associations. Privacy st at em ent Voicelogic has been in the business of receiving and transmitting confidential customer documents since 1995. It is Voicelogic s business to hold private all client information and client property it receives on a daily basis. There is no exception to this rule. Such client information consists of client lists, transmission documents, marketing documents, notices and corporate communiqué. The very essence of our existence relies on our privacy policy, and the trust our clients instil in us with their property. Our client s privacy is the greatest motivator of all, which insures our customers become repeat clients. - 7 -
Voicelogic Hiring Requirements of Call Centre Operators Voicelogic Agents While our technologies give you the control you need to convey consistent communication and brand experience, it s our agents who personally make it happen. Ongoing training programs give Voicelogic agents the skill set they need to execute an accurate and error-free experience for your targeted individuals. Contacting your contacts in a professional, friendly, high quality manner is required for each and every campaign. Our goal is to retain all future business from our clients. Rigorous pre-hire selection tests, competitive compensation, and a commitment to staff development, combined with our team building initiatives, ensures we attract and retain the most highly skilled outbound call center specialists to implement campaigns on your behalf. We only hire operators who meet the following qualifications: Completion of high school Fluent English (speak/write) Computer Skills (email, word processing, scheduler, spreadsheets) Our operators are required to pass verbal and written testing which includes Problem solving Critical thinking Decision Making Lead Generation Telephone Manners Data gathering New Campaign Training All operators perform job shadowing before working independently. All operators are trained on new campaigns as follows: * Call Center Manager reviews campaign process and script with operators * Test Calls are done internally * Operators do conference call with clients if necessary * Review of client material and/or website Call Center Management Each of our work areas has 20 to 30 call center work stations. There are Call Center Managers listening in on calls, and reviewing the campaign s progress as the campaign proceeds. Regularly daily feedback is sent to the clients sales rep from the Call Center manager. Campaigns are re-evaluated on a daily basis to ensure each campaign is achieving the best possible results. Individual operator statistics are reviewed daily to ensure non-performers are not scheduled. - 8 -
Trade Show event attendance. THE CLIENT Our client, Iceneyne Ltd, services the construction industry. They are the leading producer and marketer of lightdensity foam insulation for the global building industry. Their marketing team uses trade shows as a means of enhancing their client base, brand awareness, and building the company profile. THE PROBLEM Before every trade show, they purchase a list of trade show attendees from a previous trade show in a similar industry. The marketing team has found success in utilizing a direct mail campaign to send the coordinates of their trade show, and encouraging them to attend. The marketing team also employs a call center to make a follow up phone call to these potential attendees, weeks before the actual trade show. one phone call at a time. With different operators speaking at different speeds, and with different pronunciations, the campaign was slow and expensive, with some inconsistencies of message delivery, and background noise. In addition, the call center required 5 day setup lead time, and usually a one week completion period. THE SOLUTION The Voicemail Courier services not only accelerated the outbound calling process by three fold, but reduced the costs by 30%, and a campaign completion period within days of the trade show. Their tradeshow attendance further increased by 45%, due to a personal reminder just days before the show. Voicemail Courier completed the campaign with speed, and quality control of a consistent delivered message. They have learned from previous experience that a phone call reminder after the direct mail campaign is necessary and greatly increases trade show attendance. Although they have established a successful marketing strategy, the call center was the most costly of all, costing both time and money. Iceneyne was using a Traditional call center. Approximately 78% of calls encountered voicemail. The operators were reading a script into the voicemail, - 9 -
This Case Study addresses seminar event attendance. THE CLIENT Gartner Inc. (NYSE: IT) is the world s leading IT research and advisory company. Their marketing team uses free web seminars to help educate potential customers. Seminar attendees are solicited using various outbound phone campaigns, web traffic, trade shows, email marketing, etc. These seminars shorten the sales cycle and allow their sales reps to spend less time educating, and more time on the close of the sales cycle. THE PROBLEM Seminar registrants often encounter many distractions within their day and become side tracked from their scheduled appointments. A large number of registrants who miss the seminars do so because they forgot or, misplaced the event coordinates. Our client realized the No Shows were affecting their seminar investment, and looked for solutions to increase seminar attendance. THE ANALYSIS Approximately 80% of the calls ended in voicemail. The call center could not reach the registrants live and had no choice but to leave behind a message with the event coordinates and web site information hoping this personal reminder would increase attendance and cut down on the No Shows. The last minute personal reminder phone call solved the problem, and seminar attendance increased by 20%. With this new solution, came a new problem. The cost of the call center became unmanageable, and the campaign could not be completed fast enough to meet the deadline. THE SOLUTION Voicemail Courier was hired, and hand delivered each message into voicemail, and completed the campaign within days. The campaign itself was also completed within days, due to the Voicemail Courier technology of accelerated dialing and message delivery process. Seminar attendance increased by 35% due to quick campaign turn around, which started and completed just days before the event. This process kept the event top-of-mind. The common practice was to send out email reminders to the registrants before the event. It was decided to get more proactive and chase the registrant with a phone call. The email practice was stepped up with a call center campaign to personally remind the registrant to attend the seminar. - 10 -
The over view pie chart analysis, gives a topical view of your campaign results for quick analysis XYZ Company Yes interested 30% Information relayed 13% Not in service 13% Call back later 8% Busy/No ans/no ring 7% Delivered to vmail 6% Call transfer 6% Voice mail not working 4% No interest 2% Unemployed 2% Hold/rna/disc 2% Add/Modify record 2% Wrong number 2% Fax machine 1% Do not call me 1% Can not locate 1% Speech issue 0% - 11 -
The exception report provides exact detail about your campaign VOICELOGIC EXCEPTION REPORT EXCEPTION REPORT 23/09/2008 COMPANY NAME AUTOTHORITY JOB NAME JODX9759 CONTACT NAME JOHN DIXON FAX# 905-319-0889 DOCUMENT NAME FORMULA HONDA DATE 22-Sep SERIES # 95330 SENT FOR JOHN DIXON DATA FILE JODX9533 VOICFILE 303869 WEB REFERENCE 6258 CONTRACT TOFOLLOW CONSOLIDATED JODX9759 : : SYS USED : : Total Records 681 Fax machine 1 0% MainRecp Unwilling 1 0% Add/Modify record 3 0% Hold/rna/disc 4 1% Do Not Call Me 5 1% Wrong number 8 1% Vmail not working 11 2% Not in service 15 2% Speech issue 17 2% NO interest 22 3% Busy/No ans/no ring 61 9% Delivered to vmail 136 20% Can not locate 183 27% Yes Interested 214 31% - 12 -
The list quality chart can give you a quick read of your contact list, based on campaign results. List Quality voicemail 27% bad data 25% refusal 21% live inter 27% - 13 -
*-BUSY / NO ANS / NO RING (retry) Busy tone detected. A-ADD /UPDATE RECORD DATA (retry) During the conversation with receptionist, the contact info has been revised and saved in the database for future reference. B-BUSINESS LINE A business line was encountered when a campaign was intended only for dialing residential telephones. C-CANNOT LOCATE (retry) The contact you re looking for is unavailable and no voice mail was encountered, or cannot be found in the dial-by-name directory after hours when there is no receptionist to speak with. D-DELIVERED TO VMAIL This label indicates that the message was delivered in the key contact s voice mailbox. E-ERROR CALL/ BLOCKED Indicates that the caller encountered a privacy block. Can also imply that there was an error message within the call. F-FAX MACHINE The caller encountered a fax machine or modem type tone. G- GROUP CALL / TRANSFER Call was transferred directly to our client s sales team after discovering a hot lead. This label is suitable for specific campaigns. H-HOLD / RNA / DISC (retry) Our operator was put on hold for too long, Ring-No-Answer, or line was disconnected. I- INFORMATION RELAYED Information or a short script was relayed to a live contact. No messaged played. Some new information may have been gathered. L-LIVE ANSWER (retry) The key contact answered their phone, live. Contrary to what the script demands. M-MAIN RECEPTION UNWILLING (retry) Main receptionist was uncooperative, and unwilling to transfer the call. K- CALL BACK LATER (retry) A call back later was requested either by the recipient or by our operator, based on the dialogue. N-NOT IN SERVICE Line was not in service or was temporarily disconnected. P-PLAYED MESSAGE LIVE The recorded message was delivered live to the key contact, with their permission. R-RESIDENTIAL The number dialed was residential and not a business line. S-SPEECH ISSUE The person answering had a language barrier or could not understand. U-UNEMPLOYED Contact name is no longer employed or no longer at the company. V-VOICEMAIL NOT WORKING (retry) The voice mailbox is full, not set up, non existent, or can only be reached after hours. W-WRONG NUMBER The Company we are looking for is no longer there. (do not confuse with the Unemployed label, which is used if the person is no longer there) O-NOT INTERESTED This label is used when we get the contact live and they are not interested in any offer, product, or service. This area can also store more data about why the client was not interested. This label is suitable for specific campaigns. Y-YES INTERESTED This label indicates the called party was interested in the offer and would like more information. Also, some data may be collected from the client and stored inside this - 14 -
June 6, 2010 To whom it may concern: I have been a client with Infolink for 3 years and have dealt exclusively with Laura LeDuc. I would highly recommend dealing with Laura and have referred her to other organizations. When I was looking for a voicemail delivery service, Laura took the time to fully understand my organization s needs and propose the solutions which worked best. She explained the difference between the services (specifically the voicemail courier versus voicecasting) and helped us structure our contact lists to be cost-effective. Infolink s Voicemail Courier service allows us to communicate and remind all our members about our upcoming Annual Conference. Registration goes up by 45% after using Voicemail Courier Services with Infolink. Each time we have used the service, Laura has made the process effortless. She has an eye for detail and has caught a few of my mistakes before sending the voicemail distribution. For that reason, along with her level of professionalism, I would highly recommend Laura LeDuc to handle your communication projects. Sincerely, Andrea McMullen Vice President, Operations ACT Canada ACT Canada, The Advanced Card Technology Association of Canada, 85 Mullen Drive Ajax, Ontario Canada L1T 2B3 Telephone: (1) 905 426-6360 Fax: (1) 905 619-3275 - 15 -
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FOR IMMEDIATE RELEASE: Toronto, Canada March 31st, 2010 VoiceLogic a leading provider of event marketing solutions has been named as the official voice marketing partner for the International Association of Exhibitions and Events (IAEE). We are very excited to be named the official voice marketing partner for IAEE. We have been members of IAEE for several years and have exhibited at Expo! Expo! for many years, showcasing event marketing tools to executives in the exhibitions and events industry. said Laura Leduc, Director of Event Marketing at VoiceLogic. Now as the official voice marketing partner for IAEE, we look forward to increasing awareness about IAEE programs and services and building communication between IAEE and its members through our effective and unique telemarketing and voice mail messaging services. VoiceLogic is a Toronto based communications company founded in 1997. VoiceLogic is a service provider of innovative marketing technologies, providing highly effective Call Center services for the purposes of increasing event attendance, registration and industry awareness. VoiceLogic specialized in event marketing for over 13 years; and offers insight and solutions on best practices to reach out to potential attendees of various markets and industries. VoiceLogic is the official telemarketing company for several convention and visitors bureaus, convention centers, associations, event management organizations, resorts and hotels. For further information: Contact: Laura Leduc Director of Event Marketing laura@voicelogic.com 1-800-973-1870 ext. 245-18 -