Thumbs-Up MarketingPresentation
for
Thumbs-Up Telemarketing, Inc.13545 Barrett ParkwaySuite 101Ballwin, MO 63021Bus: 314.821.8111 ext. 3016www.thumbsupinc.com 1
Overview
Introduction – Contact Center Solutions
Target Audience
Call Content
In-House vs. Outsourcing
ROI
Q & A
2
Contact Center Solutions
Types of Contact Center Services
Inbound Teleservices
Outbound Teleservices
Chat
Skype
Teleservices offers 2-way “live voice” communication
Teleservices is non-static & highly trackable
“Our calls have memories” – This is the key to being the “R” in Relationship
Customer Lifecycle touchpoints
3
Contact Center Applications
Telephone used for:
Provide information/Broadcasting message
Gather information
Sell a product
Sell a service
Provide customer service
Generate and qualify leads
Customer Loyalty/Retention DELIGHT
4
Integrated Marketing can support branding through
“RPV”
Reputation Promise Vision
5
Teleservices Continuum
Prospect New Customer
6
Teleservices Continuum
Prospect New Customer
Identify Decision Maker – Database Hygiene
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Teleservices Continuum
Prospect New Customer
SurveyIdentify Decision Maker – Database Hygiene
8
Teleservices Continuum
Prospect New Customer
Survey QualifyIdentify Decision Maker – Database Hygiene
9
Teleservices Continuum
Prospect New Customer
Survey QualifyIdentify Decision Maker – Database Hygiene
Identify Need
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Teleservices Continuum
Prospect New Customer
Survey QualifyIdentify Decision Maker – Database Hygiene
Identify Need
Generate Lead
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Teleservices Continuum
Prospect New Customer
Survey QualifyIdentify Decision Maker – Database Hygiene
Identify Need
Generate Lead
Gather Information/
Schedule Appointment
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Teleservices Continuum
Prospect New Customer
Survey QualifyIdentify Decision Maker – Database Hygiene
Identify Need
Generate Lead
Gather Information/
Schedule Appointment
Close the Sale
13
Customer “Delight”
Proactive Call Center
Earning the business of a new customer is SIX to SEVEN times more expensive than retaining an existing one!
Customer Acquisition
Increase Lifetime value of existing customer
Detractors in a Digital World
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Who are you going to call?
15
Target Audience
Success of the program is
50%
dependent on your list!
16
Target Audience
In-House Lists
Current and/or past customers
Direct Mail
Web
Digital
External Lists
Jigsaw
Re-sellers
Trigger Leads
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What are you going to say?
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Call Content
Objective of Call
Identifying Decision Maker / Database Hygiene
Survey
Qualify
Identify Need
Generate Lead
Gather Information / Schedule Appointment
Close the Sale
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Call Content
Objective of Call
Identifying Decision Maker / Database Hygiene
Survey
Qualify
Identify Need
Generate Lead
Gather Information / Schedule Appointment
Close the Sale
These services are NOT mutually exclusive! 20
Call Content
Verbatim
Followed Word-for-Word - Regulated
Guided
Conversation adjusted based on response
Outline
Bullet points
Completely conversational & needs based selling
21
On-Going Management
Staffing
Time management
Quality of calls
Escalations
On-going analysis
22
TrackingCampaign NameStart Date: To: Records Received: Co: Usable Records: From: Thumbs-Up
Date Project TotalsHours: Contacts: /hr /hrCompletes: /hr /hr Conversion Rate:Hot Leads: 0 0.00/hr 0 0.00/hrWarm Leads: 0 0.00/hr 0 0.00/hrCold Leads: 0 0.00/hr 0 0.00/hr___________________________________________________________________________________________Total Appointments: 0 0.00/hr 0 0.00/hrDNS Mail: 0 0DNS Phone and Mail: 0 0Business Number: 0 0Left Message: 0 0Deceased: 0 0Do Not Call: 0 0Wrong #: 0 0Disconnects: 0 0Call Manager: 0 0Spanish: 0 0Voice Mail: 0 0Reschedules: 0 0Reasons For Not InterestedHung-Up/Not Interested: 0 0Bad Experience: 0 0Picture Already Taken : 0 0Already Set Appt: 0 0Will Make Appt.Themselves: 0 0Too Busy: 0 0Sears Not Convenient : 0 0Too Expensive: 0 0Total Refusals: 0 0
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ROI
Define Outcome
Measure Results
How many new accounts were closed?
What was the revenue generated?
What was your cost per sale?
What is the “Lifetime Value” of new customer?
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Q & A
25