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Franchise Groups, Contact Centre Services

Pain Point

Growing national business needing telephone answering services

Overview:

  • National franchise business was seeking an outsourced partner to manage call answering service
  • The service had to be capable of delivering sales leads to specific franchisees by geography / specified territory and job type
  • The client needed us to use their existing CRM to input leads and job orders
  • The client also needed full reporting of leads to franchisees for purpose of on-charging lead generation based on pre-existing franchise fee structures.

Challenge:

  • The need to accurately manage qualification of incoming calls and allocate sales leads to franchisees by geography / specified territory
  • Developing a solution that could provide full reporting of call and lead allocation by franchisee
  • Maintaining an accurate database of franchisees which needed to be integrated to our call scripting platform
  • Designing a solution that our agents could use with minimal training
  • Ability to manage campaigns and special offers by state and region

Solution:

  • We implemented a comprehensive script including FAQ’s tool to ensure proper handle of call types
  • We integrated our scripting tools into the clients existing CRM and job management software
  • We built full suite of custom reporting tools that met all their requirements

The final solution included:

  • Implementation of our Help Desk and Support Service to manage all calls
  • The client has peace of mind knowing that they have partnered with a professional and dynamic service provider adapt to changing needs where required
  • We added to this our Client Portal to provide visibility of all data capture activity
  • We built a custom Business Intelligence (BI) dashboard that showed all activities

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