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
If you’d like to know more about our bespoke Outbound Campaign Management services,