TeleDirect Call Centers

Get Better Sales Leads with TeleDirect

2012-01-24T09:27:00.001-08:00

Today’s business world is highly competitive, which means you need to always be on top of your game if you want to get lots of high-quality sales leads. However, many businesses don’t have the resources necessary to generate leads in more than a few different areas of marketing.

This is where TeleDirect comes in. Telemarketing is one form of promotion that is proven to help organizations significantly increase their lead generation. Most companies prefer to hire our call centers to perform telemarketing duties for them, as we already have the expertise required. With the telemarketing work outsourced, the companies can then focus on other areas of marketing that they can perform in-

You probably know the telemarketing process as simply calling customers and communicating with them, but there is quite a bit more to it than that. In fact, the phone calls are simply the final stage of a lengthy process. A great amount of market research goes into determining which people are potential customers. Once leads are discovered, their information is inserted into a fully comprehensive database so that they can be organized by a wide variety of different criteria.

Every platform a customer uses to get information about any related product or service is visited to get the information that we collect. Our experienced professionals are able to piece together how likely a person is to be receptive to telemarketing for your brand based on the information that we collect on them. Basically, their behavior creates a consumer profile.

Once this profile is formed, the targeting process can begin. Our professionals will contact them over the phone and speak about your products and services and how they can be beneficial. The approach they use in speaking to your customer depends on the profile that has been pieced together. This personal approach is extremely important, as many of the customers we contact tend to not be easily influenced by other types of promotional campaigns. This is what makes us at TeleDirect professionals—we know how to reach out to individual consumers and give them the special treatment they need to feel safe with your brand.

Does your business struggle with lead generation? That doesn’t have to be the case. Hand the reins over to TeleDirect Call Centers, and let us handle your telemarketing needs. Contact us today!

The Professionalism Found in Call Centers

2012-01-17T08:36:00.001-08:00

If you’ve ever called into a call center, you may have noticed that the customer service representatives had a certain level of professionalism over the phone. That professionalism isn’t merely limited to the telephone, however. The work life inside the call center itself reflects the pleasant yet business-like approach that representatives are trained to conduct over the telephone.

It’s always nice to walk into your workplace, see people enjoying their work and carrying themselves professionally, representing themselves well with the attire they choose to wear. It’s important to carry a professional atmosphere in a call center, particularly when working with companies that are outsourcing their customer service and are looking for reliable people to represent them. Because of this, it’s critical to follow a reasonable dress code that reflects the attitude of the organizations we're representing.

Most business people agree that one’s appearance reflects the culture of his or her place of work. Therefore, at TeleDirect Call Centers we try to adhere to a more formal dress code. Men likely wear attire that would consist of khakis, Dockers or other formal slacks, long-sleeved button down shirts or neat polos, a belt, dark socks and formal shoes. Employees in higher-up positions typically add a tie to their attire, which brings a sense of glamour to the management style.

Women also are subject to dress codes, with similar standards. Formal pants or trousers, blouses, sweaters, skirts, dresses or cardigans are commonplace in call centers. Footwear might range from shoes or flats to low heel boots. Professional hairstyle and accessories are also typical.

Of course, every call center is different, and the level of rigidity in the dress codes will typically reflect the business’s general attitude as a whole. What’s more important than any type of dress code or formal conduct is creating an efficient and enjoyable workplace that people actually enjoy coming to. This makes it much easier to perform high-quality work.

With TeleDirect Call Centers, you can be sure that your customer service will be handled with the utmost professionalism, both in the workplace and over the telephone. Visit our website or contact us today to learn more about how our services can transform your business.

Using a Call Center to Build Your Customer Base

2012-01-10T10:04:00.001-08:00

Most business owners quickly find out that customer service is just as important in building their brand as marketing. One bad experience with a customer service representative can send a customer packing for good, and even lead that person to steer away other potential customers, as well.

Many times, these bad experiences come when businesses stretch themselves too thin and try to handle customer relations in-house. An easy alternative to this is hiring a professional, reputable call center to manage your customer relations. Over time, you’ll discover that this will even help you to build your customer base.

A professional call center will give customers a great first impression of a business, whether they’re calling for assistance with a problem or have a question they need answered. Call center employees will be provided with a great wealth of knowledge about your business so that they are able to answer questions quickly and knowledgeably. They also will be much more efficient than in-house employees when it comes to redirecting messages to their proper locations and offering technical and back-office support solutions.

Once you have a call center working for you, your business will be able to focus much more on important areas like hiring, marketing, human resources and more. Customer service takes up quite a bit of time and energy, so the effect of removing this burden should not be underestimated. Each area of your business will be able to receive more manpower when customer service is taken out of the equation, and with more money and energy devoted to marketing, you will be able to generate even more leads for your customer service team to handle.

The team at TeleDirect Call Centers has over 20 years of outstanding customer service experience. With our services attached to your business, you will be able to leave the customer interactions to us while you focus on building your customer base and growing your company. Contact us today to get started with all of the great services we have to offer, and discover the power that comes with working with a call center like TeleDirect!

Making a Personal Connection with Customers

2012-01-03T10:50:00.001-08:00

You should always be focused on providing an outstanding product or service to your customers. Sometimes, however, that simply isn’t enough. Customers want to know that they are cared about, and the best way to do that is by providing the highest level of customer service possible.

An extra personal touch can make all the difference in customer satisfaction. With that in mind, here are some tips for how you can make personal connections with your customers that will keep them coming back to your business:

Ask questions. Don’t just launch straight into your sales pitch—take the time to get to know your customer and what he or she is looking for. Once you know that, then you know exactly how to shape your pitch so that you give them the information that correlates with their needs.
Talk about yourself. Not that you should babble on and on about yourself, but revealing something about you or your organization that the customer can relate to can make a customer service phone call much more personal. People like doing business with people, not robots, and sometimes it’s easy to forget that there’s an actual person on the other end of the line.
Listen. Customers will feel extremely insulted if they feel like they’re being ignored. Pay close attention to what the customer is saying and ask follow-up questions if necessary to reassure them that you care about their questions and issues.
Be patient. Don’t rush the process. The customer will notice if you’re trying to hurry through the call. Treat the customer with respect and take as much time as is needed to satisfy their needs. This will make return business much more likely.
The little things matter. If you have return customers, try your hardest to remember one or two details about them and bring them up in conversation. Your customers will be quite impressed that a business keeps tabs on its customers in such a manner, and this personal touch will keep them coming back.

TeleDirect has been offering high-quality customer service at its call center for over 20 years, and we know that it’s how you treat people that makes all the difference in the business world. If your organization is in need of outstanding customer service, we can provide it for you. Contact us today!

Making a Personal Connection with Customers

2011-12-28T15:50:00.001-08:00

Ask questions. Don’t just launch straight into your sales pitch—take the time to get to know your customer and what he or she is looking for. Once you know that, then you know exactly how to shape your pitch so that you give them the information that correlates with their needs.
Talk about yourself. Not that you should babble on and on about yourself, but revealing something about you or your organization that the customer can relate to can make a customer service phone call much more personal. People like doing business with people, not robots, and sometimes it’s easy to forget that there’s an actual person on the other end of the line.
Listen. Customers will feel extremely insulted if they feel like they’re being ignored. Pay close attention to what the customer is saying and ask follow-up questions if necessary to reassure them that you care about their questions and issues.
Be patient. Don’t rush the process. The customer will notice if you’re trying to hurry through the call. Treat the customer with respect and take as much time as is needed to satisfy their needs. This will make return business much more likely.
The little things matter. If you have return customers, try your hardest to remember one or two details about them and bring them up in conversation. Your customers will be quite impressed that a business keeps tabs on its customers in such a manner, and this personal touch will keep them coming back.

Start Your New Year Off Right With TeleDirect

2011-12-27T10:35:00.001-08:00

A new year is a time for new beginnings and new commitments. Why not start anew in the area of your business’s customer service with the outstanding call center services from TeleDirect? We guarantee the highest level of professional customer service 24 hours a day, seven days a week all year long.

Our customer service representatives are trained to handle all of your calls with a cheerful demeanor and a helpful nature. Since 1988, we have been entrusted by many businesses to answer all of their calls in 20 seconds or less. The great service we offer comes as a result of our excellent representative training programs; all of our CSRs undergo constant training and tests to ensure continually high levels of performance on the job. Our managers and supervisors work closely with these representatives to ensure that they handle your calls with the utmost professionalism.

It’s not simply the call services that make TeleDirect so great. As a TeleDirect client, you will have 24/7 access to our software and your data. This software truly separates TeleDirect from the rest of this competition. Software likeSeminarEdge, Fill The Lot and Work The Lead have been the subject of rave reviews from our clients and add a new dimension to what call centers can do for your business.

Does your business have a lot of bilingual customers? TeleDirect offers customer support in both English and Spanish, 24/7. We also support video customer service using American Sign Language. This language flexibility will allow you to reach out to brand new markets without placing a huge investment in your direct staff and infrastructure!

We don’t limit ourselves to communicating with your customers over the phone, either. Our website features a live chat support system that allows your customers to instantly ask questions and have them answered by one of our talented CSRs. We provide email and SMS messaging services for a quicker, simpler means of communication.

All of these features and many more are great reasons why your New Years resolution should involve the high quality services from TeleDirect. After all, there’s no better time to start!

Start Your New Year Off Right With TeleDirect

2011-12-20T08:12:00.001-08:00

A new year is a time for new beginnings and new commitments. Why not start anew in the area of your business’s customer service with the outstanding call center services from TeleDirect? We guarantee the highest level of professional customer service 24 hours a day, seven days a week all year long.

Our customer service representatives are trained to handle all of your calls with a cheerful demeanor and a helpful nature. Since 1988, we have been entrusted by many businesses to answer all of their calls in 20 seconds or less. The great service we offer comes as a result of our excellent representative training programs; all of our CSRs undergo constant training and tests to ensure continually high levels of performance on the job. Our managers and supervisors work closely with these representatives to ensure that they handle your calls with the utmost professionalism.

It’s not simply the call services that make TeleDirect so great. As a TeleDirect client, you will have 24/7 access to our software and your data. This software truly separates TeleDirect from the rest of this competition. Software like SeminarEdge, Fill The Lot and Work The Lead have been the subject of rave reviews from our clients and add a new dimension to what call centers can do for your business.

Does your business have a lot of bilingual customers? TeleDirect offers customer support in both English and Spanish, 24/7. We also support video customer service using American Sign Language. This language flexibility will allow you to reach out to brand new markets without placing a huge investment in your direct staff and infrastructure!

We don’t limit ourselves to communicating with your customers over the phone, either. Our website features a live chat support system that allows your customers to instantly ask questions and have them answered by one of our talented CSRs. We provide email and SMS messaging services for a quicker, simpler means of communication.

All of these features and many more are great reasons why your New Years resolution should involve the high quality services from TeleDirect. After all, there’s no better time to start!

Online Customer Service During the Holiday Season

2011-12-13T06:34:00.001-08:00

During the month of December, everything gets quite a bit busier. Just as the stores fill up with customers doing their holiday shopping, the phone lines and internet also light up with customers who have questions about products or services.

Here are some tips you can follow to help you prepare for the busiest online customer service season of the year.

First, be ready for all kinds of feedback on social media sites. Sure, customers may come to your Facebook or Twitter pages to talk about how great of a shopping experience they had at your business, but more often than not they go online to sound off after they’ve had a negative experience.

On Facebook, you should always have it set so that people who “like” your page can post on your wall and tag your business in photos, but you should also have it set so that you get a notification every time someone does so. That way, if there are negative posts to address, you can do so quickly, and if there are positive posts, you can thank them immediately for their business.

The same goes for Twitter. Chances are that the users who choose to message you are going to do so to complain about something. Make sure you have your Twitter set so that you receive an email notification every time someone mentions you or sends you a direct message, so that you can address every issue as it arises.

Review sites can be just as powerful as social media when it comes to how your business is perceived by the general public. If you haven’t already done so, make sure that you have accounts for your business on sites like Google Maps, Yahoo Local and Yelp. Make sure you get notifications via email every time a new review is sent in. If you have a bad review, make sure you leave an appropriate response. You don’t want to censor these reviews, but you do need to reassure other customers who might find the review page.

The holiday season is also a great time to offer discounts, considering how much shopping the average person is doing. One way to do this is by giving special discounts to anybody who checks into your business via the social network Foursquare. Another is to put together a discount policy for unsatisfied customers. You want to keep people coming back to your store, and unless you do something to make their situation better they probably will not do so.

Customer service isn’t always easy or enjoyable, but it is extremely important that you provide the best service possible, particularly during the high-stress holiday shopping season.

Using Fill the Lot from TeleDirect

2011-12-08T06:29:00.001-08:00

As you know, TeleDirect Call Centers' Fill the Lot feature is a great tool for car salespeople everywhere, and using it is unbelievably easy. When you do, you'll have customer service all day, every day dedicated to capturing your leads and setting your appointments.

As you know, TeleDirect Call Centers' Fill the Lot feature is a great tool for car salespeople everywhere, and using it is unbelievably easy. When you do, you'll have customer service all day, every day dedicated to capturing your leads and setting your appointments.

To create your campaign, all you have to do is click “Create New Campaign” at the top, under “Control Panel.” When you add the name of your campaign, keep in mind that you can have multiple campaigns going at one time, so you should try to keep each one distinct from the others. You can then enter the form of advertising that your campaign will use, and let the program know if you’d like to give your leads directions to your dealerships.

Choosing the script type customizes how you want your calls to go. You can pick appointment setting, short and sweet or standard loan by phone. In the next step you can customize the script, adding or removing any questions you desire, among other options. Once you’ve finished customizing, the bottom of the script shows what your price per lead will be, a handy feature that makes budgeting easier than ever. After you’ve finished your script, add custom FAQs about the campaign so that TeleDirect’s customer service representatives are well-versed in your business.

The next page focuses on lead distribution, and allows you to add different leads to each one of your locations. You may add as many or as few dealerships as needed. If you have more than one location, you can distribute leads by percentage, area code or zip code.

The final step is to fund your account. Enter your credit card information and pick your toll-free number. Once you’ve completed this step, congratulations! You now are set up with TeleDirect’s outstanding Fill the Lot service!

If you have any questions, contact the call center pros at TeleDirect today to learn how Fill the Lot can benefit your business.

Seminar Reservation Services

2011-11-23T15:26:00.001-08:00

Running a business seminar can be a challenge, which is why TeleDirect Call Centers has created SeminarEdge. This feature can help your business deliver the most professional yet user-friendly seminar reservation services possible, all online.

SeminarEdge is a form of an 800 answering service, which is a program that you access online to manage all of the guests who are attending your seminar. With the SeminarEdge online answering services, all the attendees of your seminars will be given exact driving directions so that they will be on time to arrive at your venue.

The service is available to answer all of your attendees' needs at any point throughout the seminar. Live custom scripting allows you to personalize all of your calls whenever you want to change them. The service also offers high-tech confirmation call programs integrated in the system, which helps to ensure that all the attendees you have booked are, in fact, coming.

Never again will you have to deal with the last-minute inconvenience of unfulfilled bookings. Our available printable letters and labels add to the ways in which you can personalize your communication with your clients. Even meal selections will be considered in SeminarEdge, as they are made available to suit every attendee’s tastes.

Most importantly, all of your calls are being taken by trained operators at our call center, so you can be sure that your calls are being fielded by people with experience and a professional demeanor. Our operators also communicate with your clients through a free message center online. Not many other services can offer you the type of professionalism you’ll get with SeminarEdge.

To get started, the first step is to create an account. This account is absolutely free; you’ll be able to check out the customer service interface and configure it to your liking before you decide whether or not you want to use the service for your business. You can then build your custom script, set up your lead, reservation or order management, fund your account, and get a working toll free number.

For more information on getting started with SeminarEdge, contact TeleDirect Call Centers today. The attendees for your seminars will be more excited than ever to attend them thanks to the professional, user-friendly services we can offer, direct from our call center!

TeleDirect's Pledge on Demand Software

2011-11-17T06:30:00.001-08:00

It has just gotten easier than ever to accept donations, thanks to TeleDirect’s Pledge on Demand software offered by our call center. The software allows your company’s donors to call in 24 hours a day, seven days a week, 365 days a year and experience a friendly, professional and (most importantly) efficient donation process. This “moment of truth,” as we call it, will let your donors know exactly how much you appreciate their contributions.

Real-time reporting on the web allows your programming staff and management team to stay up to the minute on what is popular with your donors. TeleDirect provides you with features like live demographic look-up and instant revenue reports, which can be ordered by gifts, program or the geographic location of your donor. Online ACD reports allow you to see the number of calls received, true minute usage and average call time. You’ll also have the ability to create user accounts to give permissions to your support staff and on-air talent.

When it comes time to send gifts to your donors, TeleDirect provides you with plenty of options, including email gifts, time-based premiums, controlled inventory for tickets, charge incentives and more.

The pledge page also allows you to keep track of your donors and arrange them by “comments” or “no comments.” This gives you a smaller list of donations that may require further review.

There are also plenty of features with TeleDirect’s Pledge on Demand software that will save you both time and money, including schedule uploads, break codes, premiums and your membership database. You’ll be able to edit frequently asked questions as you wish so that all critical information is available immediately to your donors without them having to spend call time on those issues. A scripting tool allows you to change your call scripts on the fly so that they are personalized for each donor.

The best part about the Pledge on Demand software is the way it connects you with your donors. The interactions through the software are as seamless as if they contacted you directly. Meanwhile, their data is completely safe, as evidenced by TeleDirect’s ISO certification.

What are you waiting for? Maximize your donations today while increasing your donors' security with TeleDirect Call Centers. Contact us today to learn how you can get started!

Why Call Center Careers are More Fulfilling Than You Think

2011-11-10T06:36:00.001-08:00

Have you heard a lot of negative opinions about careers with call centers? Take them with a grain of salt. There are certainly negatives to any job, including those in call centers, but you shouldn’t let them sour you to the overall experience. In fact, making a career out of working in a call center can be way more fulfilling than you might initially think.

Here are some of the best parts about working in a call center. Perhaps after reading these, you’ll have a different opinion about the daily life of a call center employee!

You have the freedom to move. Most call centers have branches of their company all across the country. If you want to pack your bags and move to a different place, chances are you’re going to have a lot of options that allow you to still remain as an employee.
There are many different departments. Call center employees aren’t necessarily all taking calls. There are IT departments, training departments, management departments, quality control and more. You aren’t limited to the kind of work that you can perform in a call center, and you can easily learn new skills should you desire to do so.
Rapid advancement opportunities. Because all of the departments in these organizations are housed in the same center, it’s very easy to gain experience in multiple areas. Most companies prefer to promote from within, so the experience you gain may allow you to move up the chain in a call center more quickly than you might be able to in another business.
The pay. Obviously this depends on the company and the type of call center, but the pay can be very lucrative for call center employees. Call centers that don’t outsource their work will pay more than call centers that do. If you’re performing any sales work, you’ll have opportunities to make more than just an hourly wage. The competition to hire employees is high, so call centers are forced to pay fair, competitive rates.

These are just a few of the benefits that go along with a call center career. If you’d like to hear more about why you should choose a call center career, contact TeleDirect, and we’ll provide you all the information you need about your daily life on the job!

Instant Messaging Services from TeleDirect

2011-11-02T07:14:00.001-07:00

At TeleDirect Call Centers, we’re focused on providing you with the highest level of customer service possible. This means we have to go above and beyond outstanding phone service. We venture into all different realms of communication, including the instant messaging services that we use on a daily basis at our call center.

Some people with more traditional views on the way business should be conducted are put off by the idea of using instant messaging in the workplace. However, the high level of efficiency that this tool provides means that you’ll save a tremendous amount of time and money upon implementing it. Since mobile devices have made so many people come to rely on quick, easy forms of communication, instant messaging can be exactly what your company needs to get business done in the most efficient manner possible.

The greatest use for TeleDirect’s instant messaging comes when a customer has an extremely detailed question that may take some time to answer properly over the phone. Let’s face it, we all hate being put on hold, and so do your customers. This is where instant messaging can be so effective. Rather than placing the customer on hold, our customer service representatives can fire off an instant message to ask other representatives for solutions to the customer’s problem. This process allows you to completely wipe out the inconveniences of transfers and lost time.

Since instant messaging helps you get business done faster, it’s also saving you money. Since customer service representatives will be able to find solutions quicker than ever before, they’ll also be able to address more customers in any given day. Meanwhile, your customers will be more satisfied than ever, because they don’t have to spend much time on a phone call to have their problem addressed.

Don’t think of instant messaging as being a distraction or a time-waster; think of it as something that can help your business achieve its maximum efficiency levels. When used correctly, chat or instant message services can give your call center the edge it needs to provide the highest level of customer service you can!

Are you ready to implement an instant message service with your call center today? Talk to TeleDirect to find out how you can get started! www.TeleDirect.com

TeleDirect’s “Fill the Lot” Program

2011-10-27T06:48:00.001-07:00

Losing a sale on your first call is a frustrating experience, but TeleDirect Call Centers has a program that aims to limit and even eradicate those difficult moments. The “Fill the Lot” program from TeleDirect is a live lead capture and appointment setting system that enables our customer service representatives to bring your auto dealership the highest level of customer service possible, 24 hours a day, seven days a week, 365 days a year.

One of the greatest things about Fill the Lot is that there are no per-minute charges. TeleDirect will provide patient, excellent customer service that will guarantee us to get the leads you need. We give the caller step-by-step directions to your dealership, using MapQuest if needed. We will listen to all of their stories about credit trouble or all of their concerns about making purchases, give them sound and helpful advice, and not charge you a penny, no matter how long the call goes.

To get started, go online and create your free account. In creating an account, you are under no immediate obligation to begin our services or make any payments, and you are able to set up a Customer Service interface! You’ll be able to explore the software and see how easy it is to use, before you even begin using it for actual business purposes.

Once you’ve created your account, you can begin to create your custom call scripts that will be used on all calls with your leads. The scripts will automatically be sent to our customer service representatives, and will allow for seamless openings to each call.

You also have the ability to organize your leads however you like. You can arrange them by location (or assign them to multiple locations), mark the status of an order and update an appointment all online. TeleDirect will provide a complete seminar registration system, order entry system and lead management software.

Are you interested in beginning the “Fill the Lot” program? Get in contact with TeleDirect Call Centers today, and we’ll help you to get started with our service. It’s quick, easy, and free!

Impact of Customer Service on Word-of-Mouth Marketing

2011-10-19T06:26:00.001-07:00

Great customer service can have an effect on everything you do as a business. It drives more return business. It presents a professional image of your company. It creates an enjoyable experience for your customers. But what you might not realize is that it can also have a positive impact on your business’s ability to reach new customers, particularly through word-of-mouth marketing.

Every business has a goal to get to the point where its customers are able to do a good deal of marketing for them. Keeping this in mind, it’s important to have the mindset that cultivating a long-term relationship with customers is extremely important. The longer you provide high-quality service to your customers, the more likely they are going to recommend your business to friends and family. In this sense, excellent customer service is more of an investment than it is an expense. While it does require some resources up front to get off the ground, you will be heartily rewarded in the long run for providing it.

What’s more is that stories of good customer service are simply rare these days. Whenever you log on to review websites, you’re far more likely to see horror stories than success stories. If people have a bad experience with your company, particularly with customer service, you can bet that they are going to let other people know about it. This will negatively impact the perception of your business.

Don’t give people that chance. If you consistently provide excellent customer service, those sorts of negative reviews won’t get out there. While people aren’t as likely to spread the news about great customer service as they are about negative customer service, it’s also worth noting that people are more likely to try out companies that have a high percentage of positive reviews.

TeleDirect Call Centers specializes in providing a high level of customer service. Our customer service representatives at our call center are trained to care about each customer as an individual and to helpfully guide him or her through any issue that might come up. Simply put, TeleDirect is in the business of people, and that makes all the difference in customer service.

Don’t settle for anything less than excellence. Contact us today to learn how you can get started with our services. Soon, you’ll be reaping the benefits of all the positive word-of-mouth advertising that we can help generate for you, all based on our experiences at our call center.

TeleDirect’s Referral Program

2011-10-11T07:21:00.001-07:00

There are many benefits to working with TeleDirect Call Centers beyond our outstanding customer service. Under our referral program, for example, you can earn 10 percent off everything your referrals pay TeleDirect for their first 12 months of working with us! And, we’ll make it easy for you: with online access to track all of your clients, you’ll be able to manage your revenue stream while letting TeleDirect do all of your work for you. Basically, you’ll make more money, and do less work! It’s a win-win situation, and it's all possible through our call center.

If you’re already a client with TeleDirect, all revenues that come from the referrals you give us can be applied directly to your account. If you send enough referral business our way, you will eventually be able to use TeleDirect 24/7 Live CSR service, Fulfillment services, Interactive Voice Response, and Automatic Messaging, all for free!

Are those benefits not enough to convince you? Here are a few more:

TeleDirect will handle all of the sales and the entire setup process for your referrals.
TeleDirect will provide all of the customer service for the ongoing business.
TeleDirect will send you a check each month without fail for your residual income stream.
If you so desire, you can take that check and give it to clients you referred as a discount, or even hire someone to work on projects you can’t seem to get done, courtesy of TeleDirect!

To qualify for our referral program, the potential client must have spoken to you about a need for TeleDirect's call center services, and you must provide us with the prospect’s complete contact information. You can do this easily from our website, and once you have, our team will do the rest.

Less work, more money. It’s a concept that every business would salivate over, and TeleDirect is offering it to you. Contact us and see if you qualify for our referral program, or send us the information for your prospects to get started. It’s about time you took even greater advantage of the outstanding services TeleDirect Call Centers has to offer!

Converting Marketing Leads to Sales

2011-10-06T06:33:00.001-07:00

So you’ve successfully created awareness in your brand. Congratulations! This is an important step in building your business, and one that can often be extremely difficult. But the next step is even more challenging; now that you’ve created a brand awareness and have numerous marketing leads, how can you convert those leads into actual sales?

The route you take in converting your leads to sales can really make or break your company as you know it. To see some real returns on the investments you’ve put into your marketing campaigns, you need to be able to follow-up effectively with the leads you’ve discovered.

First, you must always remember that your response time is crucial. According to Leads360, conversion rates are nearly 400% higher when a lead is called back within one minute of their inquiry, and 120% higher within two minutes. While consumers often will shop around for the business that can give them the best prices, they do wind up feeling a sense of loyalty to the company that called them back first, which is why it’s extremely important to have a fast response time with your calls.

You also need to make sure that you properly align yourself to your customer’s position in the buying process. A customer calling in who has already reached a certain level in their decision doesn’t want to hear the entire sales pitch over again; it makes them feel like just another face in the crowd, and it’s a waste of time. Be sensitive to where your leads are at in their process, and adjust how you assist them to fit their exact needs. You will be much more likely to convert a lead to a sale in this manner.

Finally, you should get away from the idea that your job is to sell a product. Rather, be of the mind that you are helping someone buy a product. This mindset makes it easier for you to place yourself in the mind of the customer to see exactly what it is that they want and how they can get it. Your leads will appreciate you making the effort to see things from their perspective.

TeleDirect trains all of its customer service representatives in all of these tactics, and we successfully convert marketing leads to sales opportunities every single day. We’d love to help your business accomplish this as well. Get in contact with us today to learn more about what TeleDirect can offer you!

Tips for Retaining Great Customers

2011-09-29T13:20:00.001-07:00

You might have built up an outstanding customer base, but the work doesn’t end when you’ve attracted them to your business one time! A great business works just as hard to keep the patronage of its existing customers as they do to attract new ones.

Retaining your customers isn’t extremely difficult, but it does take a willingness to go the extra mile in a lot of situations, particularly customer service. Here are some tips we've found at our call center for how you can keep your customers coming back to you over and over again.

Customer Service should always be extremely positive and friendly. People don’t want to deal with negativity! Their experience with your business should be pleasant.
Aim for perfection. Customers won’t be able to help but be amazed at your dedication to providing the perfect customer service experience.
Listen. Customer service representatives should be as good at listening as they are at communicating. Make sure your customers know that you are listening to them and understand what they’re telling you, and that what they think is important to you and your business.
Go above and beyond. Exceed your customers’ expectations by giving them a little something extra, whether it’s a coupon, a gift of some sort, or simply a genuine compliment. People love to feel as though they’re receiving special treatment, so this is a great way to keep your customers happy.
Give options. If a customer comes to you with a question or a problem, give multiple possible solutions and then recommend which course of action to take. This will show that you are knowledgeable about the situation and are personally invested in helping them solve their problem.
Make your service efficient. You can be the most pleasant person in the world, but in the end, people don’t want to be dealing with customer service representatives for a very long time. Be polite, yet help solve their problem or address their question as quickly and easily as possible so that they can happily go about their business.

TeleDirect Call Centers' customer service representatives practice all of these tips every day, and love the feeling that comes with seeing a satisfied customer. Visit our website or contact us at TeleDirect today to learn more about the outstanding customer service we can offer you and your company!

Reminders vs. Events on the TeleDirect System

2011-09-22T08:14:00.001-07:00

If you’re familiar with our Instant Project Expert, or IPE, software, then you’ve probably heard a lot about “reminders” and “events,” and alerts or other features that correspond with them. But what exactly is the difference between a reminder and an event?

Through IPE, you are able to schedule reminders that are directly related to a task or milestone. Obviously this is a very useful tool when you are constantly having to shift your focus between different projects. Clicking the reminder allows you to go from your calendar straight to the task that you set the reminder for, instead of being forced to wade through a long list of tasks. If you’re involved in a lot of projects, this will save you a great deal of time.

Events, on the other hand, are items you put on the calendar that you want to remind yourself about. These items are not attached directly to any tasks or milestones, and include items like meetings. It’s better to use events to remind yourself of meetings, because using a task or milestone, one person could (in theory) not show up to the meeting and get graded as though they completed a task, or everyone else who did show up would have to take a bad grade.

Another advantage to using events is that when you invite someone to an event in IPE, the event automatically shows up on the invitee’s calendar. No emails are exchanged back and forth, saving you time from having to switch between IPE and your email account. However, should you choose to send out email reminders about your upcoming event, you can do so by checking the available “email” box and clicking “update.” Just remember that everyone already gets emails every morning regarding their reminders and events, so you don’t want to flood their inboxes with unnecessary reminders.

If you have any more questions about events, reminders, or the Instant Project Expert software in general, we’d love to answer them. Call us at TeleDirect Call Centers today or use our website’s live chat feature!

TeleDirect: Helping You Grow Your Business

2011-09-14T13:26:00.001-07:00

Here at TeleDirect, our top goal is to help you grow your business in all regards. Our daily operations at our call center are performed with your business in mind, and all of our customer service representatives are trained to work in a manner that facilitates constant growth for your business. All of our software, training tools, and telephone services will put you on the cutting edge of customer service. The people who call in to your lines will notice the professionalism we provide!

Here are a few of the many ways TeleDirect Call Centers is able to help spur growth for all of our clients:

We send leads for warm-up, appointment setting, and hot transfers back to your closers, allowing for a more streamlined method of doing business.
We keep an extremely high level of organization through tracking tasks, milestones, due dates and who is or is not performing up to expectations. In this manner, we are also able to hold all of our employees accountable to make sure they are doing everything possible to aid in our business’s continued success!
We route calls to different locations based on the time of day or how a caller answers certain questions. This helps us weed out wrong numbers as well as give the optimal level of service your customers desire!
We reach out to your customer base ad prospects immediately through text and/or email. This allows for quick, efficient and personal means of direct communication with the people who are interested in your product or service!
We perform careful research of your market and your customer satisfaction levels. By gaining a thorough understanding of your company, we are able to provide customer service that is tailored to fit your exact needs.

Our reputation at TeleDirect speaks for itself; we provide quality customer service that simply cannot be matched. You don’t have to take our word for it, either; check out the reviews that previous and current TeleDirect customers have written at teledirectcallcenterreviews.com!

Are you interested in learning more about TeleDirect? Perhaps you’re ready to jump aboard and get started with our services? No matter what the purpose, our representatives eagerly await your call!

Google AdWords’ Click-To-Call Technology

2011-09-08T14:16:00.001-07:00

Since its inception, Google AdWords has been changing the way online marketing is performed. Now, a new “Click-to-Call” feature promises to once again revolutionize Internet advertising for the foreseeable future. For businesses with call centers, this feature will be key in generating new customers and expanding business possibilities.

The Click-to-Call feature is meant for mobile web browsers. All non-clickable phone numbers in AdWords advertisements will be converted into Click-to-Call numbers. Now, mobile users will be able to tap on these phone numbers and immediately place a call to them through their phones. This new technology adds a great level of convenience to mobile web browsing, and serves as an effective new way to generate business for advertisers.

The click-to-call enhancement must be enabled through your AdWords account. Once it is enabled, you will begin to receive clicks and calls to the number in the advertisement (it should be noted that it is against AdWords’ policy to place phone numbers in the ad headline). Just like phone calls placed via a call extension, you will be charged for any clicks on your phone number that result in a call.

Through the “Campaigns” tab in your AdWords account, you will then be able to review exactly how many calls have been placed through the clickable phone number in your advertisements. Simply select the “click-type” option under the “Segment” drop down menu, and you will be able to view your full report and analytics.

You don’t necessarily have to change your phone number in your advertisements if you don’t want to. Google, however, recommends that you remove the current phone number in your ad and replace it with a call extension, along with your phone number. This strategy will allow you to get the most value from your click-to-call advertising campaign.

At TeleDirect Call Centers, we are excited to begin using this brand new technology, and will work carefully with all of our clients to make sure that the implementation process goes smoothly. If you have more questions about Google AdWords’ Click-to-Call, feel free to contact us at www.TeleDirect.com today!

The Grading Process at TeleDirect

2011-08-26T08:17:00.001-07:00

One of the ways in which we hold our employees at TeleDirect Call Centers accountable for their work is with our comprehensive grading process. Each task that is completed undergoes this process, and in this way we can assure that our customer service representatives are maintaining the high standards that we have set for them. Here’s a little bit of information about how the process works:

Grading only begins after a project is published. Before that, it stays in brainstorm mode, which allows for team members to edit the project at will. After publication, the project is graded by the average of all tasks and milestones, unless the project date is moved or the project becomes overdue. In the event a project due date is moved, it is instantly downgraded by 10 points. Should the project become overdue, it is downgraded by 30 points, and the best grade it can receive is a D.

Tasks, however, are graded differently than projects, as they are not affected by the average grade of milestones. If task dates are moved, it will turn yellow and lose 10 points. Canceling tasks altogether results in a 20-point deduction, and if the task goes overdue, it gets downgraded by 30 points. So if an employee moves the due date after the task has been published, his or her best grade possible is a B, but if they give up altogether it becomes an F. Tasks may not be closed until all milestones are canceled or finished.

This grading system makes using the brainstorming mode extremely important. This allows TeleDirect employees to communicate with owners of tasks and get the highest grade possible. The grading system keeps owners of tasks, as well as those who carry them out, accountable for their work. We invite you to read our recent blog post “Training in a 24/7 Environment” to learn more about employee training at TeleDirect.

If you have any other questions about TeleDirect’s grading process for our call center, please contact us today. We have representatives available to answer any questions you may have about our services, and we look forward to hearing from you! www.TeleDirect.com

Training in a 24/7 Environment

2011-08-18T09:03:00.001-07:00

Hopefully, if you’ve worked with us in the past, you know that the customer service representatives (CSRs) at TeleDirect Call Centers provide great customer service. And that’s no accident. In fact, while we hire people who clearly have a desire to help people and who can pleasantly answer calls, the real secret to the success of our call center is the ongoing training we provide.

Because TeleDirect does not believe in giving our employees only a week to learn their jobs, our CSRs are constantly learning and improving in order to provide you with the most outstanding service they can.

All of the customer service representatives at TeleDirect are set up with their own personal dashboard. This area presents them with any training “quizzes” that need to be completed, or training issues that must be taken care of. The dashboard also features a training center, which is put into place to make sure that every CSR is held to the same level of accountability.

Any supervisor or manager can change or update training issues or tasks. If any problems or updates arise, they can be addressed with self-trainable methods. The representatives read through these on their own, although there are no self-trainable issues that must be addressed in a classroom environment. Regardless of the type of issue, we make sure to emphasize the importance of completing the training. Not a single CSR will be answering calls without having completed all of their training items that have been allotted to them.

Our representatives are entrusted with keeping up their own training databases, but we do make sure they stay up to date. A significant portion of the bonuses our CSRs earn are based on how well they keep up their databases.

When representatives finish their training issues, their progress is logged and they are able to return to work. Our quizzes are specifically tailored to ensure high retention rates, and trainees must score at least 80% to pass the quiz. Should they fail three times, they must meet with a supervisor or manager to discuss why they failed and what they can do to improve.

These training methods allow TeleDirect Call Centers’ CSRs to offer you the highest level of customer service possible. You can be sure that our employees at our call center are constantly learning and improving, with the goal of doing great things for our clients’ businesses!

A Day in the Life of a CSR

2011-08-10T06:25:00.001-07:00

The daily life of a customer service representative may not be glamorous, but it can certainly be fulfilling. Spending your days working with customers is only one part of the job. The great interactions at the call center, the feeling of contentment after wrapping up a successful call, and the satisfaction of a day of helping people are all experiences and emotions that a TeleDirect customer service representative is extremely familiar with.

Upon arrival in the morning, our CSRs (many of them sipping their favorite coffee) immediately check for any messages left via email, phone, fax, or instant message, and make any callbacks that are necessary. As all of these checks and any other duties are performed, our CSRs are constantly alert and prepared to answer phone calls or any live chat messages that come through our website.

As emails, snail mail, packages, faxes, or any other communications arrive, our CSRs check to make sure all leads are covered. Of course, our CSRs get breaks throughout the day to relax and to eat lunch, but otherwise they are busy fielding calls and managing the communication for our clients.

After a while of working in a call center, customer service representatives pick up on some of the quirks of the trade. For example, they may get certain callers that become regulars. Or they may notice that certain times of the day are busier than others, or commonly feature a certain type of customer personality. They come to learn exactly how to deal with a frustrated customer and how to ensure the repeat business of a satisfied one. This on-the-job education is a major aspect of work in any call center, and TeleDirect is no exception.

Outside of their regular duties, the CSRs of TeleDirect Call Centers go through regular training and performance reviews to ensure that their work is always top-notch. They know exactly what is expected of them, and devote parts of their days to logging their activities so their reviews go smoothly.

Most importantly, our CSRs are polite, enthusiastic and helpful. Every day, their main goal is to ensure customer satisfaction. To learn more about how the outstanding CSRs at TeleDirect Call Centers can help you, contact us today!

The Benefits of Having a Live Chat at Your Call Center’s Website

2011-08-02T06:38:00.001-07:00

Just because we're a call center doesn’t necessarily mean that all of our customer service interaction needs to happen over the phone! These days, there are plenty of options available for personal, online interactions, not the least of which is using a live chat feature on your call center’s website.

Here are some of the most prominent benefits that come along with using a live chat feature:

The ability to multitask. Many live chat features allow customer service representatives to chat with more than one customer at a time. This exponentially increases the amount of work your call center can get done within the same amount of time! In a world where time is money, the importance of multitasking can not be underestimated.
Great first impressions. Live chat enables customers to get instant and brief answers to their questions. Many people don’t want to spend the time on a phone call, so these instant answers give a great impression to customers.
More feedback options. Live chats can be coupled with a post-chat survey that asks customers to rate their experience with the customer service representative and the company itself. These surveys take less time than a survey over the phone would, so response rates will likely be greater.
Build instant leads. Live chats allow your customer service representatives to give links to the company’s website or to quickly gain contact information from the customer. This is a great way to build up business.
Instant statistics. Some of the best chat providers offer the ability to see statistics about the customer’s referring URL, IP address, geographic location, and more. This allows you to see who is contacting you, where they’re coming from, and how they found you!
It’s easy! Live chat is easy to set up and easy to use. For the amount of benefits you can reap from such a simple feature, there is no reason to not take advantage of it.

Are you interested in learning more about live chat? Check out the live chat feature at www.teledirect.com to get some first-hand experience! Then, contact us to let us know what you think!

Maximizing the Productivity of Your Call Center

2011-07-27T08:33:00.001-07:00

Let's face it—distractions happen in the workplace, and there’s simply not much we can do to completely avoid them. As much as people may enjoy their jobs, every workplace occasionally suffers from days where productivity is lower than normal. This is particularly true at certain large call centers, where employees might feel as though they’re just another face in the crowd.

At TeleDirect Call Centers, we have made specific efforts to maximize productivity in our workplace by keeping our employees engaged through our business and its processes. The following are some of the efforts we've found to be effective in getting the most from our customer service representatives, and we'd like to share our knowledge with you:

Get your employees involved. Arrange different types of contests, or possibly days devoted largely to fun activities. These ideas allow your employees to interact with other people in the company outside of their department. This serves as a reminder that there is more going on in the company than what they’re doing, and gives them a sense of being an important part of a team. Plus, people just enjoy having a good time!
Reward people for a job well done. Employees like to be told they’re doing a good job, especially when it comes from a superior. It really increases people’s sense of motivation to know that all of their hard work doesn’t go unnoticed. This is especially effective when congratulating people in front of other employees, by giving an Employee of the Month award or simply giving public recognition of their hard work.
Break the monotony. Working in a call center can occasionally grow monotonous, so find ways to occasionally change up the daily work life of your employees.
Avoid micromanagement. People should know that their managers are there for them should they need anything, but managers also shouldn’t interfere too much in their employees’ work. It often comes off as insulting and even a bit condescending. Employees will get much more work done if they are not being constantly badgered.

At TeleDirect, we know the importance of keeping employees happy and motivated at our call center, and because of that our productivity is constantly at high levels. If you’re looking for a call center full of enthusiastic, hard-working employees, contact us today to learn how to get started!

Forming a Long-Term Relationship with Your Call Center

2011-07-20T10:20:00.001-07:00

When working with a call center, it's important for companies to find centers that make the day-to-day operations of a business as easy as possible. And, just like with any business relationship, once you find a great call center, it's important to build a long-term bond with that company. If you are sure that the work you are choosing to outsource is a great long-term investment, then it’s important to find one high-quality call center and stick with its services.

Forming a long-term relationship with your call center not only ensures that you will consistently have high-quality customer service representation, but it’s also simply a smart financial option. While call centers like TeleDirect make it as easy as possible to get started, there can be some growing pains associated with moving all of your call center services from one provider to another. That's why we see ourselves as partners to our clients, integrating seamlessly with their business processes and procedures.

Perhaps most importantly, no matter what length of time you plan on using a call center, you’re placing a high level of trust in its services. If you feel like you can trust a call center enough to use them for a short period of time, then you should be able to feel the same way about using them for an extended period of time, as well. If you don’t, then chances are you’re using the wrong call center and you need to look for one that better suites your needs.

Here are some questions to consider when trying to choose that perfect call center for your business:

What is their approach to customer service?
Do they put forth a culture and attitude that is consistent with your business?
Do they provide a high level of training for their customer service representatives?

These questions and more should all be a part of the backbone of your call center research.

TeleDirect wants to be that company that you can trust for the long haul. Check out our website today, and feel free to get in touch with us should you have any questions.

How to Get Certified to Become a Call Center Representative

2011-07-13T06:33:00.001-07:00

Have you been considering working as a customer service representative for a call center? You’re not alone—many people are attracted to customer service positions and greatly enjoy them. But before you begin the application process, there are a number of things you should consider, ranging from necessary personality traits to the proper training.

Here are some items you should put on your checklist before you apply to any call center CSR position:

Have the right kind of personality. A call center representative should be friendly, outgoing, and eager to help and meet new people. If you are the kind of person who is easily frustrated or prefers to be alone, this might not be the job for you. You should be able to deal with happy customers, as well as the ones who are not satisfied.

Make sure you have the necessary skills. It is optimal to be comfortable with multiple computer operating systems, have good problem solving skills, have a solid memory, a strong attention to detail, and more. Being a call center representative is more difficult than many people first anticipate. There is also currently a great demand for bilingual representatives, particularly those who speak Spanish.

Set a plan for where you’d like to see your career go. Do you have a particular call center where you would like to apply? Do you have aspirations beyond a job as a call center representative? Is this something that you actually want to do? These are all questions that you should be able to answer for yourself.

Seek out the necessary training. There are numerous training and certification programs for call center representatives, and some companies require different training methods. Your certification will differ if you are a home representative as opposed to an office representative. How do you decide whether to do home or office training? That depends on personal preference, but if you have small children at home, for example, you may be more inclined to work from home.

Are you interested in learning more about the training required to become a call center representative? Contact TeleDirect Call Centers today!

Why Being Personal and Relatable is Important for a CSR

2011-07-06T07:15:00.001-07:00

It shouldn’t come as any surprise that customers want to be treated with respect and care, but truly exemplary customer service should go above and beyond what is expected.

At TeleDirect Call Centers, we believe it is important for our customer service representatives to be as personal and relatable as possible when on a call with a customer. Being as friendly as possible to customers can only do great things for your business; a customer who has a great customer service experience is more likely to have return business with your company or recommend your company to other people.

Are you having a little trouble figuring out how to go above and beyond the call of duty in terms of customer service? Here are three simple tips on how you can personalize your customer relations to keep your customers satisfied and ready to come back for more.

Make a connection. If you create an emotional connection with your customer, the call will be much more personal. For example, if your customer is calling to complain about a product not working, you could share a brief story about a similar predicament you found yourself in, how you felt and how you then resolved the problem. Doing this rather than rehashing a textbook-style answer shows a customer that you can really relate to their situation.

Offer some deals with your product/service. People love getting things for free, especially when they’re not expecting it. It makes them feel special and important, and it shows that your company cares about their business. Whether it’s simply a coupon or an extra item, people will appreciate you going the extra mile.

Don’t dance around the issue at hand. Just because you are going out of your way to be friendly and personal doesn’t mean you should stray away from the entire point of the call. Make sure that you answer their questions immediately and as thoroughly as you can, while still keeping the other ideas above in mind. As much as people will appreciate our kindness, they most likely don’t want to stay on a customer service call for long!

At TeleDirect, we take great pride in the fact that our call center is staffed by friendly, responsive, and eager CSRs who know what it takes to guarantee customer satisfaction. To learn more, visit www.teledirect.com today!

Preventing and Addressing the Most Common Customer Complaints

2011-06-28T10:22:00.001-07:00

While call centers often give customer service representatives a chance to interact with friendly and interesting people, the job isn’t always so easy. One of the realities of working in the line of customer service is that there are going to be complaints, and occasionally there are very angry people on the other line.

While it’s always preferential to avoid giving customers a reason to complain, anybody who is going to work in a call center needs to be fully trained on how to address these complaints when they do arise. Here are some general guidelines to follow when dealing with a customer who has called to complain about a product or service:

Apologize. Even though you’re likely not the person at fault, you are representing an entire company when you speak with customers. The situation may be entirely out of your hands, and a solution might not be able to be reached. All you can do is apologize as sincerely as possible, which should hopefully help smooth things over. However, once you’ve made your apology, it’s time to get to the bottom of the issue at hand.

Make sure they know you care. People who are calling in to complain want to be sympathized with, so just let them know that you are invested in their problem. A bad experience with a customer service representative could drive this customer away from the business for good, so it’s important to tactfully handle these situations and come across as friendly and caring as possible. Perhaps even send the customer a handwritten apology or a coupon of some sort to try to make it up to them.

Present their options. Is there another product you offer that your client would like? Are there any options to remedy the situation at hand? If so, this is when you should present these options to the caller.

NEVER get into an argument. Your caller is likely already heated enough without anyone riling them up even more. Even if you are completely right, you will never win an argument with an angry customer. Tell them what you will do to make the situation right, and try your best to calm the person down. This is the best thing you can do.

While all organizations strive to be perfect, even the best will have to deal with an unhappy customer or two at some point. When this happens, look at it as an opportunity to learn and to make a bad situation better!

The TeleDirect Training Technique

2011-06-21T10:27:00.001-07:00

You already know about the software and technology that help make TeleDirect a successful call center. However, the real secret lies in how we train our wonderful Customer Service Representatives.

We specialize in the Moment of Truth, the moment at which sales happen, and we have developed a fine-tuned training method to help our CSRs create them. Rather than simply training our employees when they begin work and hoping they remember the information forever, we make sure to keep a constant steam of communication going so that they retain the training information they need to do their jobs well.

Each CSR with TeleDirect has his or her own dashboard that shows current training issues and quizzes that need to be completed. A training center helps ensure that the trainer at a time like 1 p.m. has the same accountability as a trainer at 1 a.m., so that all of our representatives are getting exactly the same level of training.

Training issues can be added by any supervisor or manager. Minor problems, concerns or updates can be addressed using self-trainable platforms that representatives read on their own. Non self-trainable training issues though, such as more major concerns or brand new accounts, are usually addressed in a classroom environment. We make sure that before our representatives take one more call for your company, they have completed all of the training that has been allotted to them.

Since representatives are in charge of their own training databases, we need to be sure that they keep them up to date. Therefore, a large percentage of bonuses our representatives receive are based on how they manage their training databases. Since bonuses are a significant portion of our reps’ salaries, you can be sure that any issues you want attended to will not go unnoticed.

Once a representative is trained, a log is created to record his or her progress. We also make sure there is a high retention rate with training issues through our online quizzes, which can be created by any supervisor or manager. Trainees must score at least 80 percent to pass the quiz, and they get three chances to pass. If they fail three times, they are locked out and have to meet with a supervisor or manager so they can learn why they failed and how they can improve.

This system has allowed TeleDirect Call Centers to maintain over 200 customer service representatives, while still keeping high standards of training and performance. Now that you know the TeleDirect Training Method, you can be sure that you are in good hands with our call center services!

How to Keep Your Best Sales People

2011-06-15T08:38:00.001-07:00

Putting together a great sales team can be tough, but keeping that team together may be an even bigger challenge. Everybody suffers from lack of motivation in the workplace from time to time, but in the sales business in particular, unmotivated employees are not likely to stick around for long. Therefore, it’s up to you to keep your sales team motivated.

At TeleDirect, we've learned a lot over the years about keeping our CSRs performing at their highest level at our call center. Here are some of the best methods you can use to improve how your employees work:

Keep them involved. Workers like to know that the higher-ups in their company care about what they think. Keeping your team involved in the progress and direction of overall organization lets them know that they are important to your business.
Keep lines of communication open. Communication is key in any relationship, and employer-employee relationships are no exception. Most employees want to hear regular updates on the progress of the business, and on their own performance in particular. Whether you’re using memos, email, phone calls, or face-to-face conversations, keep talking to your team to let them know you care.
Recognize good performance. People like to be told when they are doing a good job. There are all kinds of creative ways of doing this, from simple compliments all the way to birthday and thank you cards and impromptu lunch parties. The more you do for your employees, the more they’ll do for you in return.
Challenge them! There is, of course, a fine line between challenging your team and overworking them, but keeping people challenged will keep them from becoming complacent.
Give your team what they need to succeed. Nobody will stay motivated if they don’t have all the tools they need to do their job right. This can include the proper training, equipment, marketing materials, and more!
Recognize poor performance. Just as good performance should be recognized, poor performance should be dealt with (politely, of course). Holding your call center team to high standards shows that you believe them to be capable of greatness.
Lead by example. If you don’t treat your employees with respect and if you don’t stay constantly motivated and working hard, there’s no reason to believe your team will, either. Lead by example, and your team will follow.

For many businesses, retaining a crack sales staff is critical to their success. For more tips on how to keep your employees happy and motivated, speak with the professionals at TeleDirect Call Centers today!

Advantages to Domestic vs. Overseas Call Centers

2011-06-07T10:27:00.001-07:00

One of the most common debates that rises among businesses looking to employ a call center is whether it is more advantageous to use a domestic call center or one that is based overseas. At TeleDirect Call Centers, we firmly believe that our domestic services hold many advantages over your average overseas call center, for a variety of reasons:

There’s no language barrier.

Isn’t it frustrating when you call a customer service line and you wind up being connected with a person who speaks only broken English? With a domestic call center like TeleDirect, your customers can be sure that there will be no language barriers. They will be able to get through a conversation swiftly and get clear solutions to their issues.

You’re keeping jobs on American soil.

In a time of high unemployment, every job that stays in our country is extremely important. Using a domestic call center keeps jobs in this country and is a sign that you are doing your best to help the American economy.

They’re more personal.

Most overseas call centers are extremely large, and the prevailing mentality in such a workplace can be a very “clock in, clock out” mindset. Domestic call centers like TeleDirect feature more of a small office environment, which provides more opportunities for employees to build relationships with each other and with customers. This in turn creates a better working atmosphere, so your callers will be speaking to an enthusiastic CSR, rather than a disgruntled one.

That “close to home” feeling.

Perhaps most simply of all, it’s just comforting knowing that you are speaking to someone who is close to home. There is a part of our minds that enjoys knowing we’re speaking to someone who is likely to have had a similar life experience, a more similar way of thinking and basically, someone you can relate to. Domestic call centers offer that “close to home,” relatable feeling.

TeleDirect offers first-class customer service call centers with that personal touch your business is looking for. Contact us today, www.TeleDirect.com, for more information on what our business can offer yours!

Provide the Best Customer Service for Your Customers

2011-05-25T12:55:00.001-07:00

First impressions are key. This phrase is uttered over and over again in reference to many different situations, whether it’s a business transaction or a first date, but in every situation it is absolutely correct. Many times, customer service representatives are the first line of contact that your business offers, and a negative experience for the customer could mean a loss of business for you.

Providing good customer service should be fairly intuitive, but you may be surprised at how many businesses fail to follow a simple set of guidelines that ensures a great customer experience. At TeleDirect, we know what it means to offer the best in service at our call center, which is why we're providing the following tips for you:

Make sure the phone is answered. Always ensure that a caller ends up speaking to an actual person. Work with a call center or get call forwarding if you need to, but make sure your customers don’t wind up speaking to machines.
Only make promises you know you can keep. Lying or exaggerating will get you nowhere. Your customers want to be able to rely on you, and the only way you can prove your reliability is by keeping every promise you make.
Listen! Let your customer get out everything they need to say without making any interruptions, and most importantly, pay attention. Your customers should never have to repeat themselves. Even if the customer is calling to complain, follow these same guidelines, as showing your frustration about their complaint is only going to further frustrate the customer.
Be both courteous and helpful. Always speak formally and politely, as it reflects well on your business. Knowledge is also important. You and your customer service staff should be well prepared to answer a wide range of questions. If for some reason you don’t know the answer to a question, admit this and politely point them to where they can find the answer or offer to research the answer and get back to them.
Go beyond what’s expected. People always like to feel as though they’re receiving special treatment. Whether it’s a sincere thank you or smile, a coupon for a future discount or any additional information, your customers will appreciate you more when you do more for them.

By following these simple guidelines, you can ensure that your business will provide a high level of customer service. Always remember that a satisfied customer means more return business, particularly when it comes to your call center!

To learn more great customer service tips, work with the professionals at TeleDirect Call Centers today.

How We Evaluate Our CSRs

2011-05-17T07:02:00.001-07:00

By now you’ve probably heard quite a bit about the excellent software and technology that makes TeleDirect Call Centers truly special, but the real secret to our success is professional, friendly and efficient service offered by our customer service representatives (CSRs). Our CSRs are thoroughly trained to provide the finest customer care and are evaluated every two weeks so that we know they are doing the finest work possible to help your business and its call center needs.

These bimonthly evaluations, which happen face-to-face between CSRs and team leaders, focus on all metrics of service success. These meetings have a very positive impact on our attrition rate, which currently stands at 12 percent, an outstanding number considering the industry average is 30 percent. Since our employees know how they’re performing in real time, they’re able to quickly remedy any performance problems they might have.

Much of our evaluation process is done on an online dashboard, which provides a forum for training, coaching, feedback, and statistical analysis. Statistics that can be tracked include employee attendance, quality score, personal efficiency, break time, and lead percentage. All of these areas are discussed during the bimonthly evaluation meetings, and any areas that need improvement will become the subject of action plans that the leader and CSR agree on to help accomplish personal goals.

While most call centers expect supervisors to spend 75 percent of their time on paperwork and 25 percent of their time on coaching, TeleDirect believes those numbers should be reversed. As our administrative tools allow paperwork to be completed quickly, our supervisors are able to spend more time personally instructing our CSRs.

When the evaluation forms are completed, team leaders are able to use our efficient online dashboard to mark whether the CSR is meeting expectations in each individual area, whether they suggest action plans for improvement and whether the CSR is below, meeting or exceeding overall expectations. Warnings can also be attached to the evaluation form if necessary.

Once these evaluation forms are completed, the meeting between the team leader and the CSR takes place. The CSR and supervisor then go over the evaluation form and any action plans for improvement.

This constant coaching method is key to TeleDirect’s success as a call center and is how we are able to offer the highest quality of customer service. When you work with TeleDirect, you can be assured that our CSRs have not only received standard introductory training, but are being coached on a constant basis to maintain a high level of performance.

IPE: On-Demand Project Management

2011-05-10T06:33:00.001-07:00

TeleDirect Call Centers has been redefining the way business gets accomplished for years now, using a variety of different tools to do so. One of our most notable software items is Instant Project Expert (IPE), a revolutionary, on-demand project management software. For anyone looking to make his or her business operations more streamlined, IPE is a must-have item. By using it you will be able to manage your internal projects with greater organization and efficiency than ever before!

Once you begin using IPE in conjunction with your call center, the first step is to load all of your new users by adding each user to IPE and then waiting for them to accept the emailed invitation. Once these invitations are accepted, the new user will create his or her account and see the task(s) that you have assigned for them to complete.

As time progresses and due dates approach, a built-in reminder system makes sure that the users are reminded to complete these tasks. The reminder system can also be used for meetings, events or any other reminders not attached to a specific task. Email reminders are sent to all participating users on the morning that any reminder or event has been scheduled.

The reminder system isn’t the only advantage that comes with using IPE. The software also contains a grading system that is programmed to keep track of whether or not users are completing their tasks in the allotted time. This system only begins once a user’s work has been published, so it is recommended that all users take advantage of the “brainstorming mode” while working on their projects. This mode allows multiple users to work on a project together before it is turned in.

Once all users working on the project have given the OK, the project can be published directly from brainstorming mode. Once it is published, however, it can never return to brainstorming mode, so caution should be exercised when deciding whether or not to publish.

IPE can even be used for note taking during meetings. You’ll be able to mark down due dates or set goals quickly and easily, making your meetings more productive. It's a whole new way to work with your call center!

If you’re interested in what else IPE can do for you, TeleDirect Call Centers is ready and more than willing to answer your questions. Contact us today at TeleDirect.com!

Sales Closing Tips from TeleDirect

2011-05-03T11:28:00.001-07:00

Imagine you’re on a sales call and things seem to be going well, when suddenly the time comes to close the deal. Don’t panic! While closing a sale may at times be the most difficult portion of a call and may create a fair amount of unease for the caller, there are several tips you can keep in mind to help you successfully close your sale. Here are some key pointers to fall back on the next time you encounter a sale-closing situation:

Pay attention to the other person’s emotions. If their words indicate negative feelings, now is not the time to close. If you do, you run the risk of annoying or even angering them. This could cause you to lose their business in the future.
Silence can be golden. In the right situations, keeping quiet will help you close a sale. It’s always important to listen to what your potential customer has to say. If you keep talking, you may be shutting out their opportunity to say “yes.” Ask your questions and then stay quiet; silence will encourage them to respond.
Don’t over-close. Some callers occasionally get a bit too eager after they have actually closed a sale and will keep talking until their customer backs out of the deal. Once they have said “yes,” you no longer have to sell them on your service. Thank them politely and wrap up the call, because you now have their business.
Don’t fear rejection. You will hear the word “no” a lot; it’s just in the nature of sales calls. Don’t be afraid of rejection, or take it personally. It’s simply a reflection of that customer’s needs and certainly not a comment about you as a person. Sometimes your product or service just isn’t the right fit for the potential customer you’re calling.
“No” doesn’t mean “never.” Just because there’s no sale today doesn’t necessarily mean that there won’t be one in the future. If a potential customer expresses interest but is not quite ready to make a commitment, that’s fine. You can continue to nurture the relationship with future calls and ease them into feeling comfortable enough to make a deal later on.
Remember the “ABC” rule. ABC in this case stands for “Always Be Closing.” You are always working for a close. This doesn’t mean you should bombard your potential customer, but simply that you should always keep your end goal in mind.

Sales calls are not always easy or pleasant, but by keeping these tips in mind you will certainly make them less of a burden on yourself. Remember these pointers for your next call, and good luck! For more great sales tips or for information on call center services, contact TeleDirect today.

Top-Notch Project Management Services from TeleDirect

2011-04-26T12:29:00.001-07:00

At TeleDirect Call Centers, we consider your business success our business success. With our top of the line on-demand project management software, we are able to efficiently manage projects with our clients and help them to manage their own internal projects. This service is a must-have if you’re looking to streamline your business.

Instant Project Expert (IPE) is a tool designed for our clients to quickly complete projects while still being able to hold everyone accountable, while keeping expectations at a reasonable level. The first step is to add all of your new users, which is quite simple. Simply add the user and wait for them to receive their invitation email. Once the invitation is accepted and the user creates his or her account, they will see the task that you have assigned for them to complete.

IPE also has reminder systems built in to ensure that users are reminded of the tasks that they’re assigned. The system will remind users of specific tasks or milestones and also has an event creator for meetings and reminders that are not attached to any specific task or milestone. Email reminders are sent to all participating users on the morning that any reminder or event has been scheduled.

Along with the reminder system, IPE contains a grading system that keeps track of who has been getting their tasks done on time or not. This system only begins once a user’s project has been published. However, users working on a project can store it in “brainstorm mode” to continue to get feedback from anyone else involved in the project before it is published.

When all users feel that the project is ready to advance from brainstorming mode, they can sign off on it to say that it can be published. Once the project is published it cannot go back to brainstorming mode, so make sure to use that feature wisely to assure it is actually complete before sending it in!

Finally, IPE can be used for note taking during meetings to mark down tasks that need to get done and to set due dates. This will make your meetings much more productive and allow you to use IPE for both short-term and long-term business strategies.

TeleDirect wants your business to succeed, and Instant Project Expert will help you do just that. Get IPE today and watch your business’ efficiency levels skyrocket!

Why are the People at TeleDirect so Skilled? It’s in Our History!

2011-04-19T10:31:00.001-07:00

At TeleDirect, we receive compliments all the time about the professionalism of our employees and services. What many people might not realize is that we have a long and great history of outstanding business, dating back several decades.

Headquartered in Sacramento, California, TeleDirect Call Centers has been providing business owners with its inbound customer service representatives since our founding in 1961. What originally started as a small answering service has grown into what you see now: a full-service, on-demand call center that has received recognition numerous times for the outstanding experience we provide to our customers.

The real reason TeleDirect operates so well is that we hire the most professional and courteous customer service representatives we can find, and have done so for years. With the friendly and helpful nature of these representatives, your company will always give off great first impressions. And since the nature of business has turned to a very on-demand format, you can be sure that TeleDirect provides the people, technology and hardware you need to take every call you receive, no matter how large the demand.

We have also stayed consistent with how we train our new customer service representatives over the decades. Each CSR is trained to perfect the “Moment of Truth,” those pivotal first moments on a call that set the tone for the entire conversation. Our employees are also well aware of the importance of developing and maintaining leads for your company. Because of this, you can trust that we will immediately get all leads we capture to you, and then remarket them.

Of course, you can also rely on our long-standing tradition of efficient service. Our CRM tool maintains call control, streamlines call flow and provides reporting requirements at a real-time speed. We know that you don’t have the time to wait for 800 numbers, hire and train the CSRs, and answer every call that comes through, so we immediately activate your account and allow our professional CSRs to start taking your calls the moment you finish signing up.

With 50 years of experience under our belts, we’re happy to build on our tradition of excellence by offering outstanding service to each and every one of our clients.

www.TeleDirect.com

What is an Instant Sales Expert?

2011-04-13T10:07:00.001-07:00

At TeleDirect Call Centers, we strive to see our clients grow in business. However, naturally, with growth comes a wide variety of new challenges. Missed sales, overdue tasks, poor follow-up and other missed opportunities are among the many challenges that can plague companies unprepared to handle a sudden growth in business.

To address this issue, we have created the Instant Sales Expert, or ISE, a top-of-the-line online customer relations management tool. With ISE, all of these growing pain-related challenges will be history! The tool integrates with our 24/7/365 call center to allow for more convenient lead follow-ups, customer surveys and lead qualification. It also allows you to keep your most valuable sales people focused on high-quality calls and appointments. Best of all, ISE is free to all clients of TeleDirect Call Centers.

One major advantage of ISE is that it makes logging existing tasks and scheduling new tasks faster than ever. This will increase the time your staff can spend actually making calls and sending emails, rather than filling out forms.

Different tabs in ISE also allow you to be more organized and efficient in your business. There is a “To-Do” tab for quickly viewing daily tasks, a “Leads” tab for working on your leads, a “Clients” tab for your customer service team, a “Reports” tab that includes pre-built reports that make your tracking easier and a “Setup” tab that allows you to customize ISE to fit your needs.

ISE also allows you to keep better track of your business trends over time. When you convert a lead into a client through ISE, you are prompted to provide important information that over time will show some important business trends specific to your company.

If you are worried about setting up ISE yourself, you can contact our business consultants who will help you to set up your ISE organization for immediate use. After all, we are just as invested in your success as you are!

If you are interested in using the fastest and easiest sales automation tool available on the market, contact us today about Instant Sales Expert. With its ease and efficiency, your company will soon be growing and thriving more than it ever has before.

Never Miss an Opportunity with Seminar Edge!

2011-04-05T06:45:00.001-07:00

Are you looking to conduct a seminar, but the logistics are creating somewhat of a nightmare? If so, we would like to introduce you to Seminar Edge from TeleDirect Call Centers.

With Seminar Edge, you’ll get the highest-quality and most user-friendly reservation online answering services available, at very reasonable rates. Isn’t it time you found a new solution for organizing your seminars?

Our 800 answering service can be accessed online to manage people attending your events, providing attendees with detailed driving directions. This service is completely free to the attendees and is available at all times.

With Seminar Edge, you have complete control over the customization of the services to make them as personal as you wish. Live custom scripting allows you to connect positively with your attendees and gives your company its own unique identity with little effort. A wide variety of meals are offered to fit every attendee’s tastes, along with printable tablets and letters that add an extra personal touch as you reach out to your current and prospective clients.

There’s also a free message center with professional operators who are trained to answer questions with pinpointed accuracy and care to every caller. Between this and all of our other great services, you get the most comprehensive, price-worthy and flexible online seminar reservation system around!

Finally, we pride ourselves on the convenience of our services. We offer state-of-the-art confirmation call programs integrated in the system, which performs checks to assure that all booked attendees plan on coming. No longer will you have to deal with the inconvenience of unfulfilled bookings.

You’ll also have answering service access online to your attendance lists, toll-free numbers and seminars. If meeting details change, you can quickly make adjustments to scripts and attendance capacities. All changes are immediately noted in our system so that our operators are always giving up-to-date information.

In choosing Seminar Edge, you can significantly increase the attendance at your seminars and other events. The professionalism of our 24/7 live 800 answering services will dazzle your attendees and provide them with a superior seminar experience. People will leave with a positive experience that they will fondly remember for a long time to come.

To learn more about Seminar Edge, visit www.teledirect.com/seminaredge/ today!

Customer Service is Our Business

2011-03-22T13:28:00.001-07:00

When it comes to tried-and-true customer service, it’s simply hard to beat the professionals at TeleDirect Call Centers. We can say this because customer service is not only what we do well now, but is what our company was founded on back in 1961.

About 50 years ago, we began our company as a small answering service with only a handful of clients. However, since that time, we have grown into a full-service call center, with a reputation for offering the best in customer experiences. No matter what your demand, we are equipped with the people and technology to handle whatever volume of calls you need.

Simply put, TeleDirect has a long history of providing business owners with the best call center service available. Our customer service representatives (CSRs) know what it takes to make sure customer concerns are taken care of and that hot leads get to the right location each and every time. Our CSRs are carefully selected during the hiring process so that we are sure to have individuals who are committed to providing a top-notch impression of your organization every time someone calls.

So what makes TeleDirect so great at customer service? It really comes down to what we call “The Moment of Truth.”

This moment is the most critical part of any customer interaction, and is the first impression that your caller has of your company. For many business owners, it can be frightening to think that your reputation hinges on the ability of your call center to properly address customers. However, the friendly and helpful CSRs at TeleDirect are trained and experienced at doing exactly what it takes to ensure your customers are happy with the service they receive.

In addition, we provide our proprietary CRM tool, which uses the latest technology to maintain call control, streamline the flow of calls and provide real-time reporting.

If you have yet to discover the long list of benefits that come with using TeleDirect Call Centers for your customer relationships, we invite you to give us a call today at 1-800-776-1081 or email sales@teledirect.com. We would be happy to show you first-hand just how effective our CSRs can be!

Discover the Power of ‘Work the Lead’

2011-03-17T16:18:00.001-07:00

A service by TeleDirect Call Centers, Work the Lead brings contact centers to a whole new level, ensuring that leads are captured and transferred in the most profitable direction possible for your company. With this program, your company is able to create and manage web reports based on appointment setting, call transfers and order entry, at no extra charge.

To begin, your company can create a free account that allows you to explore the program and software, while seeing how easy it is to use. There is no obligation to pay upfront.

Next, you are able to craft the customer’s experience, creating a script that pops up for our representatives so that all calls begin seamlessly for maximum customer service.

Then, you are able to assign leads to multiple locations, mark the status of an order and update appointments, all from a convenient web-based system. We also provide a complete seminar registration system, order entry and lead management software for your company to ensure easy and quick data entry.

Finally, you will receive a working toll-free number, as well as the ability to quickly and effectively fund your account. With this, you can work immediately, and for last minute print jobs, TeleDirect automatically ties your script with customer calls.

Work the Lead has no monthly minimums, contracts, set-up or program fees, deposits or charges for toll-free numbers on active accounts. Plus, we believe that we should only be paid for the work we complete, so we only charge you when our representatives answer the phone.

This program is perfect for start-up businesses that want to maximize their earnings at fair prices. With our consultants, we can work with you to format your live script or assist you with any other inquiries you may have. Not only do we excel in service for your customers, but also with you, our customers.

At TeleDirect, we want to make outsourcing simple for your company with our innovative Work the Lead program, immediately and without the pressure. Work the Lead will help enhance your call center experience with no obligations, no money down, and no problems. To learn more, visit www.TeleDirect.com/WorkTheLead.

Don't Lose the Sale on the First Call with 'Fill the Lot'

2011-03-09T12:07:00.001-08:00

Have you ever wondered about what it would mean to your dealership if every possible lead that came through on the first call was distributed to the right place for maximum sales support and customer service? It would be nice, right?

With "Fill the Lot" from TeleDirect Call Centers, you can harness the power of a live lead capture and appointment setting system that brings you the best quality customer service available anywhere in the world. This means more patrons for your dealership and the ability for you to close on more sales.

At TeleDirect, we know what it means to provide outstanding service. As most sales, professionals know it sometimes takes a significant time investment to convert a lead, often requiring you to listen to individuals as they describe their situations, past experiences, credit troubles and more. We do this at no extra charge, and it is this patience and service that will help guarantee that you will get more leads as we provide step-by-step instructions to your business's location.

So how does all of this work? First, all we ask is that you create a free account with us, which gives you a no-obligation opportunity to explore our software and services. At no cost, we will work with you to configure a customer service interface that fits your needs.

As a next step, it's time to build a custom script that relates directly to your dealership. This script is a critical step in the process, as it allows you to gather data and information about your customers' experiences. The script will be used by our customer service representatives every time a customer calls, providing for a seamless and hassle-free solution.

After that, you can set up your lead, reservation, or order management system, where you can assign leads to multiple locations, mark the status of orders and update appointments, all from the convenience of our online platform. Once you have set up your system, it's time to fund your account and get a working toll-free number, which is available online and ready to go as soon as you're ready.

With Fill the Lot, you also get complete control over the cost of each lead, as you can quickly and easily adjust the length and quantity of questions that are asked of your customers. This provides ultimate flexibility, while also allowing you to closely manage your sales.

To learn more about the Fill the Lot service from TeleDirect Call Centers, visit www.teledirect.com/fillthelot/!

Handling Customer Feedback Effectively

2011-03-01T11:09:00.001-08:00

It's a reality that all business owners know all too well. No matter how great your products or level of service, you're always going to have customer complaints. It's an issue that comes standard with the business world, and while it is important to do your best to avoid these types of problems, what may be equally important is how you deal with them once they occur.

At TeleDirect Call Centers, our professional customer service representatives (CSRs) are skilled and experienced at handling customer feedback, helping you resolve issues and maintain your company's momentum. To that end, we would like to share some of our knowledge with you. The following are some great tips for handling customer feedback in the most effective way possible:

1) Listen and Provide a Response

One of the easiest mistakes to make when dealing with an unhappy person is to jump to conclusions and try to come up with solutions immediately. While it is important to handle a customer's concern quickly, it's also imperative to listen to their side of the story before you make any judgments. Only by taking the time to really listen and understand will you be able to come up with a solution that fits everyone's needs.

2) Don't Take it Personally

People deal with their anger in different ways, and customers are no exception. Some customers, while upset, may be polite and understanding over the phone. Others, however, may have a more difficult time displaying their emotions. Therefore, it is crucial that you do not take your clients' negative feedback personally, but instead focus on coming up with a fair resolution.

3) Be Thankful

When customers have to take time out of their day to deal with a complaint related to your organization, it can be very inconvenient for them. That being the case, acknowledge that you understand their situation and thank them for providing their feedback. This will go a long way toward you being able to work with them in the future.

4) Find an Easy Solution

The best solutions are most often the simplest solutions, and it's important to try to resolve issues with as little effort as possible required from the client. Explain the steps you are going to take and keep them updated on your progress, when possible.

Finally, one of the most important aspects of resolving customer complaints is to ensure that it never happens again. Take the opportunity to learn from some of the problems your customers have, and take steps to avoid them in the future.

Our dedicated CSRs at TeleDirect Call Centers are experts at handling customer feedback swiftly and effectively. To learn more, visit us online at www.TeleDirect.com.

Save Time and Money with Interactive Voice Menus

2011-02-25T17:13:00.001-08:00

Whether you have a hot lead or a customer concern, you want to be sure that your incoming calls are routed to the right department. If there’s a potential client on the line, for example, it would be great to get that person to one of your crack sales staff members; on the other hand, if there is a customer who’s unhappy and needs support, it is in your best interest to give them the service they need through a qualified customer service representative.

Let’s face it—one of the biggest customer complaints out there is the hassle that is associated with calling customer service lines. Hold times can be long and the automated voice that greets you can direct you to places you never wanted to be in the first place. It’s frustrating to be asked to select from confusing menus when all you want to do is speak to someone about your issue.

While the ideal situation would be to have an actual person answer the phone right away for every customer call, we know that this is neither practical nor efficient. However, with an effective interactive voice recording menu, or IVR, you can be sure that your calls are going to the correct destinations, while significantly cutting down on customer frustrations.

At TeleDirect Call Centers, we use quality tested IVRs to direct the calls of our clients’ customers efficiently and in a timely manner, no matter the time of day or call volume. Because of this, our clients are able to set up their phone systems so that callers are pre-qualified to speak with different departments without the numerous transfers or hold times.

We have worked hard to perfect the IVR process to make it as efficient and hassle-free as possible for your customers, sales leads and more. Our proven methods are sure to get your calls into the right hands, providing helpful assistance to your most important callers.

Whether you have high or low call volume, using the IVR system from TeleDirect is a great way to provide 24/7 support for everything from routing calls and voicemails to communicating automated information about your company.

If you have yet to discover the power of an IVR menu for your company, contact TeleDirect Call Centers today. Visit www.TeleDirect.com for more information!

What Makes a Good CSR?

2011-02-14T12:01:00.001-08:00

Business owners know that excellent customer service is an essential component of having a successful operation. So, knowing that good customer service means meeting the needs of your clients in a prompt and professional manner, what is it that makes a good customer service representative (CSR)?

At TeleDirect Call Centers, we have made a name for ourselves by offering excellent customer service for more than two decades. Simply put, our CSRs are not your ordinary call center employees. We pride ourselves on training our CSR professionals to respond to customer needs effectively and professionally.

First and foremost, a good CSR understands the importance of listening. CSRs are the first line of contact for your company and they are responsible for ensuring that customer needs are heard and met. In order to meet these needs, they must be experts in the nature of your business, as well as the effects your products and services have on the consumer. Listening goes beyond the act of hearing words: by detecting inflection and tone, CSRs can determine the customer’s overall mood, allowing them to handle situations using the appropriate methods and techniques with professionalism.

In addition to exceptional listening skills, good CSRs are genuine and sympathetic. It is simply not enough to hear customer concerns, but to understand them. If someone calls with a question, a good CSR listens carefully and offers a number of solutions suited for the situation. Under no circumstance will a good CSR attempt to rush a customer, but instead will serve them with care and detailed attention.

Above all, good CSRs are professional and courteous at all times. Being treated with understanding and respect makes customers feel appreciated, making them more likely to return to your organization.

When it comes down to it, CSRs are the shepherds of your valuable customer flock. They engage and inform simultaneously, providing customers with the ins and outs of your products and services. By listening and responding to customers with sympathy, sincerity and professionalism, good CSRs can help your organization develop meaningful relationships that last for years.

Contact us, TeleDirect Call Centers, today to learn how our professional team of CSRs can bring your level of customer engagement to a whole new level. Visit us online at www.teledirect.com today!

Never Miss an Opportunity with Seminar Reservation

2011-02-08T18:13:00.001-08:00

Are you looking for an easier, more streamlined and overall more professional way to plan your business seminars? If so, you can turn to TeleDirect Call Centers' customized 800-answering service to manage all your reservation needs! We’ll send confirmations, messaging, printing services, meal selections, driving instructions and any last-minute changes needed for your events.

When you work with TeleDirect, you'll receive support from professional operators who are available to your seminar's attendees 24/7/365 to answer inquiries, provide scripted information and accept confirmations. Your free, dedicated 800 number includes free messaging and will be sure to impress your clients with the professionalism you strive to project at each and every one of your seminars.

TeleDirect Call Centers allow you online access to all aspects of your seminar’s planning, giving you instant contact to your attendance lists, toll-free numbers and message scripting. Any last-minute changes you enter are immediately reflected in the call center system, so your guests will receive up-to-the-minute information regarding your event.

In addition to our professional answering service, our TeleDirect 800-Call Center is equipped to prepare the printed materials you wish to provide to your seminar attendees. Printed labels and letters heighten the level of professionalism in the planning of your event, and you can save yourself the time, effort and trips to the commercial printer by taking advantage of TeleDirect’s custom printing services.

Our 800 answering service will even manage the meal selections of your seminar’s attendees. And, based on your instruction, we will give out driving directions to your event's location to further ensure that your guests enjoy a seamless seminar experience.

Your business requires your undivided attention, so for your next seminar, let TeleDirect Call Centers manage the tasks involved in coordinating all of the many contingencies that inevitably arise when sponsoring a seminar. We offer the most professional, accurate, current and courteous communication to your important guests, taking care of all the details so you can focus on providing an outstanding seminar experience.

If you would like to learn more about how TeleDirect Call Centers can help you with your next seminar or event, visit us at www.Teledirect.com today!

The Moment of Truth

2011-01-31T11:19:00.001-08:00

At TeleDirect Call Centers, we understand the value of prompt and professional customer service. For more than two decades, clients have trusted us as the first point of contact between their businesses and customers. We’ve worked to perfect that first impression, relying on our trained customer service representatives to shine during the Moment of Truth.

What is the Moment of Truth? Simply put, it’s the very moment our CSR engages your customer for the very first time with courtesy and professionalism. Each and every Moment of Truth builds the bridge of trust between your company and its clients. The first contact sets the overall tone for the experience, which is why we strive for complete perfection.

TeleDirect Call Centers’ team members show what they are made of every time they make a first impression. It’s one of their top skills because it’s our highest priority and our track record of successful interactions is what has kept our company going for more than 20 years. We know our representatives will handle the needs of each caller with the utmost care and consideration, ensuring that each Moment of Truth leads to a stronger working relationship with your clients.

With TeleDirect Call Centers handling the initial phases of each interaction, you can rest assured that your communication with customers will go smoothly. When our CSRs ease the transition from directory to your professional sales team, it makes it easier for your sales reps to focus on doing what they do best. No more missed opportunities and everyone gets to experience the benefits of the Moment of Truth.

Why not free up valuable staff time? We have the training and experience to handle the critical first step of every sale. For more than 20 years, we’ve kept clients happy with state-of-the-art technology and good old-fashioned customer service. With TeleDirect Call Centers at your service, there’s no more hiring and training CSRs, waiting for 800 numbers or relying on your own employees to answer time-consuming calls.

Let us show you the real value of The Moment of Truth. As soon as you sign up for our services, our professional CSRs will be ready and waiting to provide your customers with a positive experience they will remember.

Contact TeleDirect Call Centers at www.teledirect.com, and get started today!

Using TeleDirect Call Centers to Convert Website Leads

2011-01-24T11:20:00.001-08:00

The most effective way to secure strong sales is to handle each lead with the utmost care. When using websites to maximize leads, it’s important to have someone there ready to respond quickly, but when it is not practical to keep your business open 24 hours a day, a call center can be of great service.

TeleDirect Call Centers has decades of call center experience and understands the importance of fast, professional responses to leads. Our trained customer service representatives will give your potential clients the answers they need to make the move toward a sale. We respond to phone calls, chats or web form emails immediately by our 24/7 staff, turning site visitors into leads and orders.

The Internet has given businesses the advantage of reaching many potential customers with less effort, but now companies are struggling to meet their customers’ demands in a timely fashion. In order to offer customers a rapid response, our team will get in touch with potential customers as soon as possible. After all, leads remain hot for a short time and businesses that leave customers waiting for days, or even hours, will find their hard work resulting in few sales.

Once you have invested time and talent into perfecting your products and services, why would you let your efforts go to waste? When you use TeleDirect Call Centers, we will provide your sales team with the best support available, setting the stage for sale after sale with the efficiency, courtesy and professionalism you need and deserve.

Why miss the opportunity to meet your customers on their own terms? By letting our call center professionals make first contact and transfer hot leads to your best representatives, you can more easily convert them into sales.

Each lead will be handled with care, and from the moment of inquiry to the transfer, you can rely on us to give your company a head start by turning online inquiries into potential customers.

Time after time, we have helped businesses make the most of their investments. By using our call center service to convert leads into sales, you can watch the returns on your team’s investment multiply. Visit www.TeleDirect.com today for more information and to get started today!

Have a Hot Lead? We'll Get it to the Right Place

2011-01-19T07:47:00.001-08:00

Wouldn’t it be great if you could channel the best potential customers to your most talented sales people? It would save you time and money, not to mention boost profits.

In order to run a successful business, you have to trust your team to make the best use of their work time, but for sales representatives, that can be tough. When most of those hours are spent responding to dead-end phone calls from non-committing customers, you have to wonder how they might perform if only working with customers who are genuinely interested in working with your company.

At TeleDirect Call Centers, we know how important it is to turn leads into sales. If your best sales people are stuck on the phone for hours a day with customers who are not that interested, they’ll be unable to show their real worth to the company and miss out on possible commissions. Instead, consider letting TeleDirect handle your hot leads!

TeleDirect Call Centers has decades of experience in qualifying leads. Our representatives engage potential customers to determine their level of interest in your products or services. From there, we transfer them to the appropriate members of your sales team, where the deal is finalized. Through our hot transfers, we are able to give your company the advantage, and by prescreening with our state-of-the-art software, we send the hottest leads to your best team members in time, every time.

Each hot lead is tracked, allowing you to see for yourself how leads in the right hands turn into sales. Using our service to help coordinate these sales will take some of the pressure off, letting your team do what they do best.

As always, when TeleDirect handles your leads, every customer will be treated with dignity and respect. Those with questions and concerns will be directed to a knowledgeable member of your staff, while those ready to make a purchase will be routed directly to the people who will finish out the sale.

Freeing up your best people from spending valuable time on the phone with lukewarm leads will allow them the time to do their greatest work with the hot ones. Don’t miss another opportunity—let TeleDirect Call Centers put your company’s hot leads into the right hands. Visit us at www.teledirect.com to learn how we can help you!

Why the Location of Your Call Center is of Crucial Importance

2011-01-10T11:33:00.001-08:00

In times when everyone is trying to save a buck or two, the question of outsourcing always comes to mind for business managers. When it comes to customer service lines, everyone always wants to know—does the location of your call center really make a difference?

While there are a few ways to answer this question, there are a couple of major factors that play into it. The first and usually most important to the service provider is about price. It’s often much cheaper to outsource customer service calls offshore.

This brings up the second factor: customer comfort. Most customers want the ability to share questions and concerns with someone who not only understands English, but also has a firm grasp on conversational colloquialisms and tone. This type of communication is something that comes with shared cultural experiences, which is often lacking in speakers who are located across the globe.

Many companies opt for oversees call centers because the working rates of operators are much lower, allowing for service at a lower price. What they may not be factoring into these costs, however, is the additional call time that may be required to effectively understand or respond to a customer need, not to mention the impact of lost customers due to unsatisfactory service.

The third most noted factor in choosing a call center location is supporting the national economy. When companies choose to outsource call center jobs overseas, the money spent from employee incomes does not circulate in the U.S. This has been a huge issue for many American business owners interested in improving the economic state of our country as a whole.

With all these factors, it's safe to assume that location may be one of the most essential aspects of providing quality customer service. While price is a major consideration in choosing a call center, service and customer satisfaction are equally, if not more, important.

At TeleDirect, we offer professional and courteous customer service directly from our Sacramento based call center. Each of our customer service representatives has all the necessary tools to meet the needs of your customers in an efficient and friendly manner, along with support from knowledgeable supervisors and trainers.

We would love to provide your company with customer service solutions. If you are interested in learning more about our call center services, please visit us at www.teledirect.com.

Instant Messaging – Grownup Style

2011-01-05T11:22:00.001-08:00

Getting the most from a call center means going with a company that is able to provide the most up-to-date options for customer service. That’s why TeleDirect has integrated instant messaging into the way we handle our clients’ needs, one customer at a time.

Many people are initially put off by the idea of using instant messaging in the workplace, but this tool can be extremely valuable in saving you time and money. The mobile generation has come to rely on efficiency and effectiveness, and adding instant messaging to customer service provides just that.

Here’s how it works: When a call is taken by one of our customer service representatives, we do our best to provide the caller with adequate answers to real questions. However, sometimes a question might be so specific that it goes beyond the field of a particular CSR’s expertise. This is where instant messaging can play a major role in efficiency and customer satisfaction.

Rather than placing a customer on hold, our CSR is able to use our instant message feature to ask another representative for a solution. This open dialogue between CSRs ensures that all information is readily available without the inconvenience and lost time of transfers or holds.

Remember, a chain is only as strong as its weakest link. By implementing a network of shared knowledge directly into your call center service, you can create a user-friendly interface designed to help your business or organization run as smoothly as possible.

Not only does instant messaging make service faster, it also saves your business money. When CSRs are able to find solutions quickly, they are able to assist more customers, who become happier when their questions and concerns are addressed by one representative in a timely manner. Cutting down on hold times and missed transfers is always a good thing for customer relations.

When considering ways to make the most of your call center service experience, look into available instant message or chat features. This once juvenile boredom buster can drastically transform your customers’ experiences and generate loyalty and trust, all while saving you money.

Talk to a Competent CSR – Not the Hand

2010-12-06T16:19:00.001-08:00

Have you ever been stuck with an automated telephone system after calling a business with questions or concerns? While some of these automated services are able to help, there are many times when one feels trapped in telephone limbo, unable to move forward, but afraid to hang up and be forced to start the whole process over again.

If you’ve felt this way, imagine what your customers must feel like. When calling a business for assistance, there is something satisfying about having a live human being on the other end of the line, ready to help you quickly and efficiently. Providing clients with a trained call center customer service representative is a worthwhile endeavor that can make business experiences better for everyone involved.

Many business owners are interested in the cost savings automated services provide, but if customers cannot get the help they need in a timely manner, chances are they will be more than happy to find their services elsewhere. In the long run, satisfied customers mean continuous business, and everyone knows keeping existing clients is easier than finding new ones.

If you’re concerned about too much staff time going into customer service calls, consider looking into TeleDirect’s CSR service. We know how important it is to give customers the answers and personal attention they need, when they need it. That’s why we provide reliable, professional customer support services on behalf of our clients 24 hours a day, 7 days a week, 365 days a year.

We take care of your customers, freeing you up for the job you do best—running your business. This saves you from worrying about stressed employees attempting to field calls or losing time from your own schedule. Our competent call center staff has been trained to provide courteous and timely service, answering calls in 20 seconds or less. For more than twenty years, we’ve been there for businesses looking to streamline their phone communication with customers.

Take your clients out of limbo and put them into the hands of our competent CSR professionals. Once you’ve made the switch, you’ll see the difference in how you connect with your customers.

How a Call Center can help your business with lead management

2010-11-08T15:46:00.000-08:00

Your business, regardless of its size, can make a highly profitable use of a real time and effective lead management system. However, creating such system on your own would require the commitment of tremendous time, energy and expertise. That commitment can seriously distract you from your core business operation. Getting distracted in this economy can be fatal to your business.

The good news is that leading call centers have a state-of-the-art lead management system that is already in place and ready for your use. All that your business has to do is link up with the call center. In an instant, your business can enjoy increased leads without being plagued by huge capital expenses and maintenance costs. Most importantly, you enjoy the benefits of the lead management system without getting distracted from your core operation.

The lead management system in top call centers provides your business with a complete view of your prospects and customers. Your key departments, such as the sales, marketing and customer service departments, can then share and use the information in real time. As a result, your business turns more prospects into customers, and new customers into repeat customers. Efficiency in these conversions puts your business way ahead of your competition.

The key to lead management is consistency. The lead management system consistently monitors inquiries for your business. It then routes these inquiries to the right department in your business organization. Because timing is critical, this process has to happen in real time and without glitches.

State-of-the-art lead management systems in call centers allow your business a mix of automated and manual routing systems. This way, every piece of information lands on the lap of someone in your business organization who would use it productively. Nothing gets wasted.

How do top call centers develop the database? The lead management system gathers information from your online forms. Visitors of your website encode requested information on these forms. Information usually includes the name and email address, along with information on what the visitor is interested in. The system then captures this information and integrates them into the lead management database of your business.

The other sources of leads would be the database of prospects gathered from your other online and offline sources. These include your seminars, conventions, trade shows, direct mails, and the like. The lead management system can import the data from these sources and integrate them into your lead management database. There is minimal need for manually typing the information.

The integration process is where the rubber hits the ground in lead management. Data from all sources come in different formats and data structures. Duplication among leads and existing accounts is also solid reality to be dealt with. Manually done, integration can eat up precious time and resources of your business. By the time it’s done, information is most likely stale. That’s not a good thing for your business.

However, the expertise of call centers in the integration process helps your business digest and store information fast, so that your business can use it while it is still hot. That’s the bacon that you really want to bring home.

In lead management, there is absolutely no need to reinvent any wheel. Your business just has to engage a leading call center. It already has a lead management system in place and ready to use. Your business can then instantly focus on your core business operation and pursue hot leads. You leave all lead management headaches to the experts.

What is Seminar Reservation Service and how it works

2010-11-08T15:41:00.000-08:00

The Seminar Registration Service is a call center facility that brings the right kind of audience into your seminars. Just give the necessary instructions to the service through their sign up pages. With these instructions on their monitors, the call center agents would then effectively represent you in calling up prospective participants. Their output would be a list of confirmed participants that you expect to come on the seminar dates.

To avail of the Seminar Registration Service, just sign up for the service. Leave us your instructions. A step-by-step process helps you ensure that you cover key details. After that, you leave everything to us.

Step 1 - Log in to TeleDirect.com. If you don’t have an account yet, you can create one for FREE. Yes, there is no charge for signing up with us.

Step 2 - From the TeleDirect Dashboard, go to Seminar Edge. Click create a new account. You have the option of carrying over your TeleDirect profile to the Seminar Edge account.

After completing all information, you would see the Seminar Control Panel. This panel keeps track of all your current and pending seminars. You will also see here some incoming messages.

Step 3 - Create a seminar. Indicate the title of the seminar, the seminar dates, the opening greeting, the closing line and a few other requested information.

Step 4 - Create the reservation call scripts. You won’t literally create it. Just check the boxes opposite each standard script when deemed applicable to your seminar. You may also add some custom-made responses if you wish.

Step 5 - Indicate the number of meetings for the seminar. This is one of the many beneficial features of the system. It can let you organize several meetings in different locations for the same seminar.

For each meeting, indicate the date, time, location, answers to frequently asked questions and related information. This is also where you encode the meal plans.

Step 6 - At this stage you will be shown a summary of all meetings you have organized. You have the option to edit or delete them. Otherwise, just confirm them.

Step 7 - Select a Pricing Plan. You will be billed for the services only at this point. Payment is easy, fast and secure.

Step 8 - Choose the toll free number you want.

Step 9 - Sit down and wait as the call center works for you. You may even want to dial the toll free number that you have chosen just to see if work has indeed started.

The system allows you to view the list of participants as names get added to it. For a more personal touch, you may print mailing labels for sending letters to them. You can use the printable labels provided by the System so that you can focus on sending the mails.

Most interestingly, the system will give you hints about what each participant is looking for in your seminars. With these hints in mind, each one would go home feeling that you created your seminar just for them. They won’t forget you.

You have a seminar that people can benefit from. TeleDirect has the means to help you make your seminars happen. You focus on your message. TeleDirect focuses on bringing in people.

Your success is what the Seminar Reservation Service is all about.

Increase Customer Conversions With Phone Answering Services

2010-10-03T17:28:00.000-07:00

What is the number one question asked when a company has to make the choice to continue letting phones ring off the hook or attempt to have help from others? Will using an answering service really increase my conversions or is my company going to fall flat on its face? Now how could extra hands, ears and a mind for your company be a bad thing? Really, it’s a simple question but many tend to juggle if it’s actually worth it or not.

How many times have you lost a prospect only to learn later they went to another company, a competitor for the lack of support your company is providing (or not providing)? People research before they purchase or even lease. On the web, by the phone, in person - they will test you. If you are willing to let your hard work slip away, continue missing calls & customers then please stop reading. But if you want to increase your sales, give 24/7 support and increasing the overall gain please read on.

Right now many companies have switched over to answering services and there are many reasons for this. One is that no one can ever be 24/7/365, people are humans not robots and we all need our down time. No one can work every hour of every day, so for those hours an answering service of fresh and upbeat staffers are available to take your calls (inbound) or give the calls you need (outbound) during the hours you cannot.

Another great reason is labor, not all companies have the same budget in mind for their employees working overtime. With a service though, you can be assured that there will always be someone on the other end of the phone in case a call comes in when an in-house employee is unable to do so. Why spend that extra money on over time when you really do not need to? Save the money, have guaranteed help when needed and not waste your budget at the same time!

Quick, simple and dependable – an answering service can save you time and money. Now do not forget, the service is only as good as the representative behind the line so when you are checking out possible services make sure they vet their reps otherwise you get what you pay for. Do you have a company behind you that will stand for exactly what your company will? Are they going to provide top notch service to your customers or prospects like you would? How about being professional? What are their average conversion rates for similar company needs like your own?

When you are looking for a company to help your own, make sure you are able to ask questions and get the answers you need to make the proper decision for your specific needs. It’s possible you may need an agent who can work with you to fine tune everything that they can offer to you and what you need, not just what you want or what they want for you.

Automated Voice Menus Can Save Your Business Time & Money

2010-09-20T10:39:00.000-07:00

What exactly comes to mind when you hear “Automated Voice Menus”, even more what is this foreign language that you have just been asked about? Does it talk to you when you are bored, when you may need a listening ear or even to listen in while you practice an important speech? Of course not, but it can help to save you time and money when you break down exactly what its role is with you – company side or client side.

Automated Voice Menus have been around for years now and if you are not too sure exactly what we are talking about, call up the first large company you can think of. That little voice inside the phone that picks up to help you navigate through the system, that’s your AVM working hard to take care of you the client, to make sure your needs for that company are met and handled with ease, quick & simple.

Not all automate voice menus are built the same, and it’s true! You want to make sure the AVM that you are using for your company does exactly what it should; it needs to be able to recognize many voice types (even with accents) in a clear and precise manner in order to route the call to the proper department. There are many people who hate AVM systems for this reason alone, however doing it right the first time prevents you from having to back pedal later to fix a useless IVR.

Think of the time and money that you spend for your company or charity; whichever the case may be. How many man hours, the building rental fees (or mortgage) take up another chunk of funds, the electric bills, the furniture, and everything else you could add in cut into your bottom line? How much money are you spending on an entire staff to take care of the needs that an AVM can drastically cut?

What would you do if you were able to save those funds, put them to better use and still have the top shelf service that everyone expects from every company out there right now? Would it be worth it? Of course it would, but how can you start a slow trickle of change and focus it onto the larger picture over time? An automated voice menu allows just that, an auto attendant that lets you do the same job for more savings to better fund other areas of your business.

The options are almost endless. If you have high or low call volumes, need support help 24/7 or just part time, an AVM is a great asset to have. As a menu system that allows for the routing of calls to specific departments of your company to others which allow for line coming in which can be routed to another extension for support representative, something general like taking a voice mail or even a greeting after hours that can help to provide information for your company.

Sending SMS Messages Can Increase Revenue

2010-08-25T08:50:00.000-07:00

To stay relevant in the world for personal or business, you have to stay up to date in regards to the technology used to send and share information. Mobile phone applications have increased tenfold in the past decade, and there’s no telling if or when the advancements are going to slow down any time soon. And the savvy business person will take advantage of those many applications and turn them into ways of increasing their revenue. There’s more truth now to the old saying “Time is money” then there ever was. SMS messaging is another term for instant messaging, and this is the perfect communications medium in this high tech business environment.

Even locally based businesses have global ties these days, so the fact that that SMS messages can be sent or read at any time is a big help in staying in touch with business associates around the world. If your competition is working around the clock, so should you. Whether you’re checking on the status of a sale, trying to pinpoint exactly where an order is right now, or simply touching base with a sales lead, SMS messaging is slowly becoming the medium of choice for on the spot communicating.

Communicating in this fashion is not restricted to the usual conversation type of talking either. Communicating with a sales lead can mean sending an advertisement, or a survey of what products and services they need and pointing out that you have what they need. A soft sell approach such as this works very well with SMS messaging. Advertising in this manner is very cost effective also, in that you are not paying for this advertisement aside from any standard messaging fees that may apply. And keeping a low overhead will help ensure increased revenue.

And you don’t even have to worry if the message you’re sending is on the same network as the person or company you’re sending the message to. SMS messages are supported by 100% GSM [Global Mobile Systems] phones and can be exchanged between any and all wireless carriers.

All GSM mobile phones support this. So whether you’re local, statewide, nationwide, or worldwide, you should be seeing an increase of revenue by using SMS messaging in that you are getting your sales, shipments, and payments expedited regardless of when or where you are doing your communicating.

This method of communication has so many applications, from ad sales, to ring tone sales, to binary data exchange, that it may take the novice awhile to make use of them all. But once you’ve adjusted your level of expertise to your business needs, you will see a definite rise in revenue because you are now on the cutting edge of technology. This technology is vital in today’s business world in that it helps you keep pace with your competitors. And the more competitive your business is, the more important it is to keep your revenue high. This not only keeps you relevant in the business world, but respected as well.

Add Live Chat Support & Increase Your Website's Conversion Rate

2010-08-18T14:19:00.000-07:00

Wouldn’t it be great if every visitor to your website became a paying customer? Of course it would, but it just doesn’t turn out that way. The average conversion rate is roughly 2.3%. Adding live chat support can significantly increase that upwards of 20%. The why is obvious, you want more business. The how can be a bit more elusive. This article will hopefully shed some light on the subject for you, and help your online business become more successful. Let’s turn a casual visitor into a paying customer. There are three strategies we’ll focus on: Human interaction how cost saving measures can increase conversion, and keeping customers in the buying cycle.

Live chat support puts a human interaction into a website visit, and most visitors are still used to that aspect of the shopping experience. It makes them more comfortable, and that in turn leads to more sales. A highly trained staff will help give them confidence not only in the product that they’re buying, but the company that they’re buying from. A website visitor who is comfortable with a product and it’s seller, turns into a customer. And a highly trained staff will also provide instant answers to help ensure that conversion. You want a first time customer to become a repeat customer, so it’s important that their live chat experience is a pleasant one.

You want a higher conversion rate to increase your profit margin. And live chat support is a cost effective way of doing that. On average, it costs about 25% less than your typical call center. The main reason is that for every 4 staff members in a call center, only 1 is needed as a live chat support agent. It is also an easy system to implement. While most systems are hosted, there are a few that you can run from your own server. If you are just starting out, then a hosted live chat is probably going to be the most cost effective for you.

You want your live chat support team to be proficient in keeping your visitors in their buying cycle while online. This is key in converting them from a visitor to a buyer. With live chat support, you can track your visitors and provide them with a chat box that is pro-active. That way, if they have any questions, you can give them instant answers. This is excellent customer service, and they are 15% more likely to complete their purchase if you are able to give them that.

Most visitors to your website, upwards of 75%, would rather find all the information that they need at their fingertips while they’re there. Convenience is a big selling point, and live chat support is a big part of that. There are plenty of deals out there that can help get you started in live chat support, so you can test the waters cost effectively. You will find that adding this option to your sales arsenal can help your business grow faster, and it can continue to meet your needs as it does.

How to Dramatically Reduce Shipping & Fulfillment with TeleDirect

2010-08-09T21:59:00.000-07:00

This is a fast paced business world we are working in these days. If you want to keep a leg up on the competition in the shipping business, you will want to make sure your response times are competitive. In this article, we will discuss how TeleDirect will help you in this regard. Organization is the key here. And this includes being able to streamline your entire process. No process is perfect, but you can work on reducing your errors, and the right call center will help you do just that.

TeleDirect has been a leader in the industry for 39 years, and in that time has streamlined the process to meet any and all of your needs. Their order fulfillment software and 24/7 live support call center work seamlessly with each other to keep your needs flowing in real time. 2 shipping bays that store product as well as perform same day shipping services work with web-based software to give you a seamless view of your customer requests and the fulfillment of those requests. Their up to date web based software is what makes it all happen.

Their live support call center is highly trained in every aspect of the business. Not only will they keep you informed of your highly maintained inventory levels, but they can also help you stay on top of what moves the fastest. In addition, automated voice menus are used to separate customer service calls from order calls, essentially pre-qualifying leads before sending them back to TeleDirect. Interactive voice response, or IVR direct, works together with their call center software providing you with real time oversight of your customer’s experience. This is all part of the process that helps you dramatically reduce the response time between you and your customer.

Getting in front of your customers is also a good business practice that TeleDirect is expert at. E-Mail and SMS messages that automatically go to your leads and customers will keep your communications on top of the game. They will also keep on top of your internet leads. An online request for services that is handled promptly and professionally will not only help greatly in acquiring a new customer, but it will give the customer a good idea of how quick and efficient your services are. If your response time to their initial request is an indicator as to how expedient your shipping and fulfillment services are, you’re as good as gold.

So if reducing your shipping and fulfillment response times are a main concern to your business right now, they shouldn’t be. With TeleDirect you have a leader in the industry with all the latest software, and the most highly trained call center staff at your disposal 24/7. Whatever it is that you need for them to do, they are not only up to date in the methods by which they need to get done, but they are highly trained to implement them. Their response time to your needs, translates into the response times to you customers’ needs.

The Benefits of Using Interactive Voice (IVR) System

2010-07-26T13:32:00.000-07:00

If you've ever pressed 1 for English, entered your zip code at a phone prompt, or said "Yes." to reach an operator, you have used IVR. You may ask yourself "What is IVR?" IVR stands for 'Interactive Voice Response'. An interactive voice response system is a system that connects a consumer to a computer or vice versa to more efficiently mediate transactions.

A previous blog post discussed the pitfalls of using interactive voice response systems. However, when used properly and designed with care, IVR solutions offer numerous benefits to both customers and businesses alike.

An IVR system can increase convenience for the customer. This can be provided in the following forms: 1) extended hours for automated transactions, 2) more rapid transactions in cases where customers know what they wish to do (find locations, pay a bill) or 3) shortened wait times for customer service agents who, as a result, have a lightened consumer assistance load.

The experience for a consumer can also increase trust in a company. For example, information collected by consumer input can direct the customer to the agent or employee most able to assist with their needs. The same input can be used to cross reference data to make sure information provided to the customer is accurate. If the transaction contains sensitive information, pin recognition or information verification via keypad tones serves to let the customer know you protect their information.

Don't forget that IVR applications can be used beyond the business arena to increase customer trust. IVR surveys, clinical trials, and medical information can be retrieved or supplied by a client who may be too embarrassed to deal with a live person regarding these issues. There are even intra-organization IVR applications.

IVR services also increase consumer choice. When making contact, the consumer may prefer to talk with a consumer representative. In other cases, the consumer may prefer to quickly and efficiently complete a transaction without the hassle of dealing with the varying speed of other human beings. IVR systems that present these choices make for happy, repeat customers. Making your customers feel empowered gives you an edge in today's world.

Through IVR, companies and agencies benefit from savings in time and money. As we all know, in both the business and non-profit world, time is money. Fewer customers using service agents means more customers can be served at a higher profit margin or less agents are needed to provide the same level of service.

When more customer needs are met without the use of a customer agent, agents can more effectively address issues which require their attention. This makes for satisfied customers (which means repeat business and good word of mouth) and happy customer service representatives. Employee satisfaction helps you get the most out of your employees while retaining the best workers. IVR prompts that integrate information flow and company assets give agents the information they need to meet customer inquiries with minimal frustration. This is another bonus towards employee retention.

If you take only one thing from this post (and we hope you take many), remember: top notch IVR solutions lead companies to success.

Increasing Sales With Hot Transfer Leads

2010-07-21T16:07:00.000-07:00

A lead is essentially a potential customer, a way that you get that person on the hook and reach out to them. Once the lead is contacted, you must talk to them as if they are a customer. And when your bottom line is suffering because of slow sales, you need new leads to get new customers. But you’re a business owner, not a salesperson, so you don’t know how to go about it. There are professionals who can do this for you, or you can take care of some of the basics yourself. Getting leads online will surely produce the volume you’re looking for, while acquiring target data will tell you where to look for the leads. Once you find them, call centers are a very effective way to get in contact with potential customers.

Getting to your target audience is priority number 1 in increasing your sales. This is where target data comes in at, and it’s something you can do yourself. You simply analyze your sales alongside with who bought the product and where they bought it. This will pinpoint where you should be looking for your leads. Otherwise, you will be wasting your time trying to contact people who won’t be interested in your product. Once you get your target audience and demographics in line, you can start with your marketing campaign.

E-mail marketing produces a significant amount of leads in a very short amount of time. It focuses on who is most likely to buy your products in the area where sales are needed the most. In the e-mails, you can include surveys instead of a sales pitch so as to get your leads interested in the company without telling them to buy, buy, buy. A soft, subtle approach such as this tends to work better then appearing to try to force people to try your products or services. Newsletters are also an effective way of catching peoples’ eye. They essentially tell people what the company is up to and if there’s any new products or services offered that may interest them.

And what is marketing without telemarketing. This method of gathering leads for businesses has been around for so long because, put quite simply, it works. Their methods of contacting people have advanced through the years to the point that they can gather almost, if not as many, leads for your company as the e-mail method. Their pre-recorded message technique is simply a soft sell approach that seems to be working. It is run by an automated calling system that can call up to 10,000 numbers per minute. That’s a lot of leads that can potentially help turn your business around. It would be well worth the investment.

So whether you try to garner the leads yourself, or have a professional do it for you, it is something you will need to work into your schedule ,and/or budget, from time to time to keep your sales brisk and to stay competitive. It is a small price to pay to keep your business afloat.

The Value of Direct SMS Messages and Email Marketing

2010-07-12T11:18:00.000-07:00

When it comes to customers, effective marketing is invaluable. Any business that can't connect with their customers using modern technology will be left in the dust. That's why it's important to consider email marketing and direct SMS messaging as a method to connect with your clients and target demographics.

Thanks to spam, SMS messaging and email marketing get a bad reputation. Done right, email and text can actually enhance your connection with your clients and increase return business. Opt-in marketing lists offer the advantage of value-packed newsletters leading to customer desired up-selling and cross-selling. Direct SMS messaging has the distinct advantage of reaching customers when it comes to time-sensitive events and sales.

Both methods of customer contact are low cost but can produce high returns. They allow instantaneous and individual contact with consumers, while giving customers an immediate chance to consume, investigate or purchase. Online or offline, they put your brand immediately in your customer's mind.

SMS messages are short and simply crafted, saving marketing resources while reaching the consumer on the go. Have you set appointments with your clients, losing time and money when they don't show up? Do you have time-sensitive sales, such as lunch specials or super bowl deals, that could use immediate contact? What about important information that needs to reach employees or a younger, more connected target group?

Direct SMS messages can be sent to remind clients of the time and location of meetings, increasing attendance and punctuality. Other reminder messages can be invaluable in ensuring client interactions go smoothly. They can also be sent at lunch hour or in the middle of game time when consumers are unreachable by mail or television. Non-profits can send effective public service messages to critical demographics. In certain cases, this function can be used to garner immediate feedback from the customer through the use of surveys, RSVP's or mobile web inquiries by the recipient.

SMS direct-to-mobile increases conversion of prospects to customers, and customers to repeat clients. In addition, the convenience to consumers who have opted into such communication is highly valued.

Email marketing shares similarities with SMS messaging with some added bonuses. Have you ever exited a purchase when the phone rings or kids come home? Do you like the convenience of getting related, dependent products in one buy?

When consumers get distracted, sales can be lost. Well-crafted email campaigns allow you to maintain contact with potential customers until they can be converted at low cost and high ROI. Knowing your target groups can lead your customers to purchase more through cross-selling and be grateful for the opportunity to buy. A client may not have thought to add an SD card to a cart filled with digital equipment, but an informative campaign gives them an opportunity to meet their needs while increasing sales. Even offline businesses can benefit from email marketing campaigns since customers research bricks-and-mortar purchases prior to buying, and forward information on products they like to friends and family.

Both marketing tools allow you to update consumers on successes, press releases or other important news regarding your business. The value of direct SMS messaging and email marketing is unbeatable.

The Verdict is In - Your Customers Hate Automated Voice Systems

2010-06-14T11:16:00.000-07:00

Are you currently using an automated voice system to handle your phone calls? Are you wondering why people call and hang up without attempting to make their way through the crazy routes that the system gives them in order to finally reach their destination even if it’s something as simple as a voice mailbox?

How many times have you hung up from calling your local company rather than dealing with a system that is confusing? Most of the time these systems are in place to try and minimize response time for a caller but they also end up being the furthest thing from user friendly for the caller. Now the most important question to ask is if you really want to subject your own clientele to that type of treatment or would you rather have them happy with speaking to a live person?

The idea is great, trying to reduce the time it takes to properly handle a call but if your clients are getting lost in the routing of the system it’s not going to help its going to hurt. The idea is great, a system that is in place 24 hours a day, 7 days a week, year round even with holidays. It is able to answer the phone, directing the call but never takes sick days and works as quickly as possible. The problem is that the call is only routing as quick as the caller is making the proper sections within the system.

The sad fact is, most places do not properly maintain the system to keep it user friendly or a person refuses to even try one. So now the question is why you keep torturing your clients with the only option of talking to a machine rather than a human?

There are some auto attendants that do not play nice when it comes to those of us who are fast talkers, you will constantly here the “Please Repeat” when you are attempting to make a selection. Many of the AVS’s or AA’s out there do use some type of automatic speech recognition software but the issue is that sometimes it’s harder for the system to hear what you are trying to say as none are perfect.

Just imagine it now; you have already wasted five minutes as you start to realize how much you miss speaking to real people rather than an automated system. Of course it’s much better for your sanity to speak with a real person rather than a machine to start with but you wonder why you even bothered, then it dawns on you and you hang up.

We have all been there and it’s really nothing new. At least with a human, if they ask you to repeat yourself it’s because you may have muffled your voice on accident blocking the receiver of the phone, not because it’s a machine that seems to only understand the basic words of the English language (or worse yet, you are speaking to a system that is in a foreign language).

The Importance Of Making A Great First Impression

2010-06-07T17:37:00.000-07:00

We always hear that a first impression is important but why? We hear both in our personal lives, in our business worlds and everywhere in-between the two. A first impression is going to last a lifetime and this applies for the personal side of an individual as well as the business side. For personal reasons it could be the person you are courting for marriage, the banker who is about to give you a loan for your first home or even your child’s first grade teacher.

What happens when you need to make a first impression within the business world? Is it for your boss, your employees’ or your potential clients? Making a good first impression lets others know that you can and will know what to do, when to do it and how to do it.

They need to know that they are able to put their full trust into you and the company you represent for their needs. Are you going to have any issues meeting their needs? Are you able to back what you say when you give your word?

Even meeting a person for the first time either by phone conference you still need to remember that first impressions do count. You always want to make sure the person you are making a connection with will feel at ease with you, having a positive image of you. Even when you meet with someone for the first time you can do little things that can go a long way to help create this positive image.

If you are treating the person as if you are meeting someone you have known for years, rather than being timid it’s going to be a great icebreaker. Are you welcoming and friendly? Simple things like having a welcoming voice can go a very long way in extending the handshake (even a virtual handshake) to a person who has just met you. What you say is just as important as how you say it. Remember that knowing what your role is and making sure the other party has complete faith in your work is part of the deal. If they think they are reaching out to the wrong contact they will end up passing you over for the person who can help them.

First impressions are more important than most anyone can think. Within moments a person can summarize you and know if they plan to continue the conversation (let alone the business) with your organization. You need to be able to give top notch information to make sure they are fully satisfied with what you can bring to the table.

Keep in mind that some will base their judgments’ alone on person appearances (what they can see: attire, manners, eye contact) and others can do the same with only your voice (the tone, if you are paying attention, can they hear the confidence in your voice). In person or over the phone someone can always take a first impression of you – make sure you are doing your best to give them exactly what they deserve, your best.

10 Reasons Your Company Can Benefit From A Call Center

2010-06-03T13:34:00.000-07:00

Is your company growth reaching the volumes that there are not enough hands in the office to answer all of the calls that are flooding your lines? You never want to turn business away but what else can you do? What exactly is a call center (known also as a call centre) and how can you benefit from one?

Do you need to save more time, and the overtime money that you have been paying out for far too long? No matter how much you try you can not be in the office 24/7/365 and neither can your employees so saving time is important just like saving funds are. What if there is a place available to handle such a request that you need along with the level of service you would give? If you try to have your local employees’ work extra hours to man the phones it’s going to cost more, you want to save money not lose it.

When you decide to launch a large advertising campaign are you going to be prepared for the growth that comes along with it? What happens if you go from “decent sales” to “an explosion of sales” to the point you cannot keep up with the demand?

All hands on deck – even if you have a dozen employees dedicated to answering all calls, what happens during peak time? The time when the phone lines flood and you still do not have enough hands to answer those phones. Having a full staff dedicated within a call center means there will always be more available “just in case” rather than having a potential client on hold for 20 minutes waiting for someone’s line to free up they disappear with disappointment of never be answered at the same time you lose a sale.

Some people still want to talk to a real person, not an automated system that gets confusing and not someone who cannot really help them. If you can still provide real support with real people clients will always be appreciative of this.

Is your office in your home? Do you need to sound a little more professional even when you deal mostly with the back end issues and not the hands on day to day issues of your clients? Why not take the time to hire a professional call center to deal directly with your calls so that you can spend more time doing what you do best, the management.

You could be all management but you still need someone who is all customer service oriented. This still allows you to be hands on in taking care of your normal duties and allows the customer to get the information they need before ordering with your company.

The other possibility is that inquires vary between different positions within your company that you just may not have enough people to handle the call needs, then what train more people? A call center can be equipped from the start to handle all phone inquires needs; no matter the level of support may be needed.

Teledirect: Until The Star Trek Transporter is Invented

2010-05-02T13:44:00.000-07:00

The Internet, it turns out, is not a series of connected tubes. And since it is electronic, it cannot be used to move physical products – at least, not on its own.

But at Teledirect we can make the Internet seem that way to you. We’ve thought through the most efficient way to get from a click to a shipment. So from your business’ point of view – and your customer’s – “the Internet” ships the product like magic, when you work with Teledirect.com.

Along with integrated sales staff and software, Teledirect.com offers lead management and order fulfillment for your website. Same-day shipping? No problem. Teledirect can store and ship your product through its two dedicated shipping bays, and turn electronic requests into deliveries. Our web based software will display and track all your requests, so you’re never “in the dark.”

Customer satisfaction is all we do at Teledirect. From lead management and live phone calls to interactive voice software, from providing 800 numbers to shipping physical product, Teledirect is building the smartest way to serve your customers with each new technology.

In the end, often what a customer wants comes in a box or an envelope, not in an e-mail or a download. Teledirect has been around since 1961, growing smarter with each new innovation. If you have customers, we have a way to serve them better.

What we won’t do is try to bend your business to one technology we happen to know well, as some of the startups do. We have the experience and expertise to organically integrate order fulfillment, live call-centers, interactive voice software, web-based tools, Internet and phone lead management, and much more, to create the perfect “magic” solution for your needs once the customer clicks the “submit” button on your website or calls your 800 number.

Take a look around www.Teledirect.com. More likely than not, we can make your life easier and more productive. Whether you’re planning an event, creating a customer service and sales force, or even carving out your piece of the auto sales pie, we’ll put the sharpest technological edge on your "Enterprise".

It’s what we’ve been doing for nearly five decades – so you don’t have to!

May Webinars

2010-04-20T13:16:00.000-07:00

Don’t miss out! Learn how TeleDirect can assist with your company’s success plan. Join us at our upcoming webinars by registering at the links below.

Work The Lead Webinar:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call

Date: Thursday, May 13th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/306755507

On Demand Pledge System Webinars:
Real Time Call Reports, Script Changes, Pledge Data

Date: Thursday, May 20th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/533242698

Operational Webinar:
CSR Quality Control, Tracking Progress and Communications

Date: Thursday, May 27th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/974390258

Call our Business Consultants
800-480-5745
TeleDirect Call Centers™
www.teledirect.com

View what clients have to say: http://www.teledirectcallcenterreviews.com

People Who Need People

2010-04-14T12:24:00.000-07:00

Ask a few people what they think about a fully automated automated voice system as a customer service tool.

Chances are they'll say "not much." There is no more annoying, limiting, and easily dismissed customer service trend than the automated response system with no access to a live human. You know the "robo-calls" and "robo-answers" I'm talking about: branching decisions, each indicated by a number on a keypad, lead the caller through computer-generated recording after computer-generated recording, "world without end, amen."

People need people, and that includes your customers.

There is nothing wrong with an automated response system, provided that a customer is able to get the help he needs. Unfortunately, all too often, he cannot. That's why at Teledirect, we don't just provide you your own 1-800 toll free number or ring to number. We make sure it leads to a live human being.

Sure, some tasks are well-suited to automated response. That's why we offer DirectIVR, our speech-enabled, on-demand Interactive Voice Response system. But we never leave you without the option of a human backup. That's why DirectIVR is 100% backed by our 24/7 call center. As a Teledirect client, you never have to trap a caller.

People have been at the heart of everything we do at Teledirect.com since we started as an answering service back in 1988. Since then, within 20 seconds, Teledirect clients have had the option of presenting a live, cheerful, human being, ready to offer assistance.

Or, the client can request sorting via automated voice menus prior to one-on-one interaction. Then, our services open into a world of lead-tracking, provision of needed information, real-time reporting, and hot transfer of leads back to our clients, plus much more.

Have a look at our service packages at Teledirect.com - Seminar Edge, Work The Lead, and Pay Per Lead/Fill The Lot. Each makes it amazingly simple to handle everything from reservation systems to the needs of a thriving auto dealership, all using our highly trained customer service staff and a simple script development interface. We've learned the tough lessons about what works and what doesn't in a script, and you get our best practices as a starting point.

You just fill in your custom information, grab an available 800 number or ring to number, and get started with an instant sales force of real, live human beings without the cost of a dedicated customer service staff.

Then get that 800 number out there. Whether it means taking orders for your product, taking reservations for a meeting, or taking information for sales appointments, we've got you covered.

The Edge You Need In Today's Auto Market

2010-04-05T17:12:00.000-07:00

First, The Bad News

New vehicle sales and leases have fallen from 16.9 million units in 2005 to 13.2 million in 2008, according to the Bureau of Transportation Statistics. BTS doesn't have figures for 2009, but estimates are in the 10.4 million unit range - including the effect of a massive auto-sector bailout and the cash-for-clunkers program. Well over a third of your market has simply disappeared.

It's been a bloodbath.

Now, The Good News

The good news is that you are reading this. That means you are still in business, and still looking for ways to get and keep an edge. The auto sector is shaking out, from automakers to dealerships to used vehicle sales. Lots that survive will be the ones that use every possible tool to get the biggest piece of the shrinking pie.

That's why we created Pay Per Lead, Teledirect's live lead capture and appointment setting system.

Pay Per Lead: Some Great News

Pay Per Lead provides you with free toll-free numbers and ring to numbers, and once your customer calls, we really get to work. We provide the ideal customer service experience using a script you customize yourself, gather customer information, compile it for your use, and even provide directions to your dealership - or dealerships. You pay per lead, not per connected minute or per employee hour.

You get your leads by fax, e-mail, or online. You also get sales reports and real time lead reports so you can stay on top of your business 24/7.

Turning Great News Into Great Business

Getting started with Pay Per Lead is easy. Set up your account, grab a toll free number or ring to number, and edit the customer service script. Your script can be as specialized as your business, or can be as close to the starter script as you like.

Sign up to automatically hire an army of courteous customer service specialists, armed with modern tools and techniques. Visual customers can get Mapquest directions. "Old-fashioned" customers can get directions by voice. And you get the information you need to get back in touch with each lead.

Be That Guy

Tough times are going to leave the landscape littered with closed dealerships. But the survivors will be the innovators: leaner, smarter, and ready to do business for years to come.

Be that guy, with Pay Per Lead.

Don’t Leave Money on the Table. Work the Lead.

2010-03-10T14:55:00.000-08:00

In this age of instant gratification, customers who need answers to questions will move on to the next if they can’t immediately get the answer they’re seeking. If you’re in a very competitive business the early bird will get the worm.

Using a Call Center to interface with your potential customer in real time whether your business has its doors open or not will help the customer to perceive your business as responsive to his or her needs, a feeling that will help set you ahead of the rest of the herd in the eyes of the potential customer, and raise the perceived value of your product. Whether that customer uses a phone or the web to contact your company, responsiveness is the key to capturing their business.

Here at TeleDirect we’ve developed a set of tools called Work the Lead. This web-based suite of tools allows you to set up scripts that our representatives will follow on your behalf. Those scripts can be altered at any time to reflect real time changes in your product line, in your sales force, in your locations, etc. You’ll have immediate access to your data from any cellphone or online computer, which will allow you to follow up easily. We’ve tried to cover all the bases, both from your point of view, and from your potential customer’s point of view, to create a seamless funnel that brings the qualified customer right to the answer he or she seeks, and that brings the prequalified customer directly to the person in your organization best equipped to help them.

You'll also be able to set up campaigns, track ROI, and other sales tasks, all in one place using tools that are intuitive to use and easy to learn. We've also set up videos to help you learn to use them.

Working with the script you develop, the call center can answer most of the initial questions a potential customer will have. Not only will this script be used via incoming phone leads, we’ve also developed a web based suite of tools that includes a real time chat, and instant email response system, so that customers will have a response within 20 seconds.

Using a Call Center allows your sales force to work more effectively, and gives your potential customers a positive initial experience. That's a win-win for all.

Realizing Potential

2010-03-10T14:47:00.000-08:00

Potential customers won’t reach their potential for you if your business doesn’t give them an easy toll-free way to contact you and an immediate response when they do.

If your business uses the right Call Center, your ratio of conversions of leads into customers will be much higher than if you leave it to chance, or to a traditional answering service, whose answer for everything is “We’re just the answering service, ma’am.”

Using TeleDirect you'll set up your online account, snag a toll free number for your potential customers to call, set up your scripts, and know that your potential customers will receive great quality customer service 24/7/365.

Set up a free account and see how it works. You’ll be able to configure your account and your script so that every step of the customer’s experience is within your control, including the capture of the customer information most important for your business, and answers for the most commonly asked customer questions. Once the script is set up, you’ll be able to configure the lead, reservation or order management. Multiple locations? No problem. You can also mark the status of your orders, and update appointments all online from any location.

TeleDirect's software system provides you with a complete order entry system, a seminar registration system, and complete lead management including appointment setting. It’s been designed to streamline every step of the setup process, making it easy for you to tailor the call-in process to the needs of your customers. There’s an easy to access FAQ if you need help with any step of the setup.

Once you’ve configured your account you’ll have a good idea if it will work for you. At that point you’ll be able to fund your account, grab a working toll-free number or ring-to number for your potential customers to call, and put the system to work for your customers. The system will automatically tie the phone number to your custom script and lead management system.

Listening to the potential customer’s story is part of our customer service. The customer will be given step-by-step directions to the nearest location at no additional cost to you, but with huge benefits for you and your customers.

Give TeleDirect a spin. Your customers will be glad you did.

Upcoming Webinars

2010-02-17T11:28:00.000-08:00

TeleDirect’s full service on demand call center can help your business. Find out what you need to know when considering an outsourcer. Join us at our upcoming webinars by registering at the links below.

Work The Lead Webinars:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call

Date: Thursday, March 11th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/689252002

Date: Thursday, April 8th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/281119882

On Demand Pledge Webinar:
Real Time Call Reports, Script Changes, Pledge Data

Date: Thursday, April 15th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/558618690

Seminar Edge Webinar:
Seminar Registration, RSVP Services, Attendance Reports, Drip Leads

Date: Thursday, March 18th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/861353755

Operational Webinars:
CSR Quality Control, Tracking Progress and Communications

Date: Thursday, March 25th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/831852794

Date: Thursday, April 22th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm ESThttps://www2.gotomeeting.com/register/720538442

We look forward to your attendance!

Call our business consultants
800-480-5745
TeleDirect Call Centers™
www.teledirect.com

February Webinars

2010-02-09T10:27:00.000-08:00

Utilize TeleDirect to track your ROI. Learn about the “5 Things to Consider When Considering an Outsourcer”. Join us at our upcoming webinars by registering at the links below.

Work The Lead Webinar:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call

Date: Thursday, February 11th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/757533994

On Demand Pledge System Webinars:
Real Time Call Reports, Script Changes, Pledge Data

Date: Thursday, February 18th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/705745930

Operational Webinar:
CSR Quality Control, Tracking Progress and Communications

Date: Wednesday, February 17th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/556611547

We look forward to your attendance!

Call our Business Consultants
800-480-5745
TeleDirect Call Centers™
www.teledirect.com

January Webinars

2010-01-05T16:28:00.000-08:00

Why use TeleDirect? Find out how our call center software separates us from the competition. Join us at our enlightening webinars.

Register at the links below, and feel free to invite anyone who would benefit from the webinars as well.

Work The Lead Webinar:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call

Date: Thursday, January 14th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/493138954

On Demand Pledge System Webinar:
Real Time Call Reports, Script Changes, Pledge Data

Date: Thursday, January 21st
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/811649890

Operational Webinar:
CSR Quality Control, Tracking Progress and Communications

Date: Thursday, January 28th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/199120354

We look forward to your attendance!

December Webinars

2009-12-09T12:39:00.000-08:00

How does our call center software separate us from the competition? Join us at our informative webinars and learn about 5 Things to Consider When Selecting a Call Center.

Register at the links below. You can also invite anyone who would benefit from the webinars as well.

Work The Lead Webinar:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call

Date: Tuesday, December 15th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/921518474

Operational Webinar:
CSR Quality Control, Tracking Progress and Communications

Date: Thursday, December 17th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/542230738

We look forward to your attendance!

November Webinars

2009-10-27T15:49:00.000-07:00

Come join us at our complimentary webinars in November. Learn about the Five Things to Consider When Selecting an Outsourcer. Each webinar will focus on one aspect of TeleDirect's call center business.

You can register at the links below and if you know of anyone who would benefit from the webinars, they are welcome to attend as well.

On Demand Pledge System Webinars:
Real Time Call Reports, Script Changes, Pledge Data

Date: Wednesday, November 18th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/433785147

Work The Lead Webinars:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call-

Date: Thursday, November 12th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/514745306

Operational Webinars:
CSR Quality Control, Tracking Progress and Communications

Date: Thursday, November 19th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/793965602

We look forward to seeing you there!

TeleDirect Price Challenge

2009-10-12T09:16:00.000-07:00

Introducing the new TeleDirect price challenge. Many times other companies will offer you a low price per minute for your customer service minutes, which they often make up by requiring you to commit to more minutes than you will use a month, or charging you monthly programming, TRAINING, or setup fees. If you are being offered a very low per minute rate, TeleDirect WILL PROVIDE you that same rate for your initial funding with us. Purchase your first block of minutes and we will give you free minutes to get you to the same low rate you were offered by the competition SO YOU DON"T HAVE TO MAKE THE MISTAKE OF SELECTING THE WRONG PARTNER. (Extremely low quotes will need to be verified.)

Remember, our minutes never expire, they roll from month to month and there are no hidden setup fees. In fact, we work closely with our clients during the start of their campaign making sure that the script and FAQ’s are fine-tuned as the calls are handled by our CSR’s. This fact combined with our on-demand scripting tools is just another one of the things that sets us apart from our competition.

If you would like a one-on-one demonstration of what sets TeleDirect apart please contact us at: 800-776-1081 or by email: sales@teledirect.com.

Webinars

2009-10-01T16:46:00.000-07:00

A great form of communication with TeleDirect as well as interaction with other businesses is at our weekly webinars. Learn about the Five Things to Consider When Selecting an Outsourcer. Each webinar will focus on one aspect of TeleDirect's call center business.

You can register at the links below and if you know of anyone who would benefit from the webinars, they are welcome to attend as well.

On Demand Pledge System Webinars:
Real Time Call Reports, Script Changes, Pledge Data

Date: Tuesday October 13th
Time: 10am PST/ 11am MST/ 12pm CST/ 1pm EST
https://www2.gotomeeting.com/register/600496243

Seminar Edge Webinars:
Seminar Registration, RSVP Services, Attendance Reports, Drip Leads

Date: Wednesday September 30th
Time: 10am PST/ 11am MST/ 12pm CST/ 1pm EST
https://www2.gotomeeting.com/register/122251763

Date: Wednesday October 28th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/555919362

Work The Lead Webinars:
Lead Capture, Appointment Setting, Order Entry, Live Transfer, On Call

Date: Thursday October 8th
Time: 1pm PST/ 2pm MST/ 3pm CST/ 4pm EST
https://www2.gotomeeting.com/register/377488243

Date: Friday October 23rd
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/697748739

Operational Webinars:
CSR Quality Control, Tracking Progress and Communications

Date: Thursday October 15th
Time: 11am PST/ 12 pm MST/ 1 pm CST/ 2 pm EST
https://www2.gotomeeting.com/register/865447755

Date: Wednesday October 21st
Time: 1pm PST/ 2pm MST/ 3pm CST/ 4pm EST
https://www2.gotomeeting.com/register/975284570

We look forward to seeing you there!

Introducing Advanced Lead Distribution

2009-09-27T18:11:00.000-07:00

In the three years that we have been building and adding to our Work The Lead application at TeleDirect we have worked closely with our clients designing scripts and features to ensure that clients needs are met.

We have built the ability to assign leads based on questions in a script, area code, zip code and percentage. We are now proud to introduce our new advanced lead distribution rules. This feature is great for businesses who sell leads, if the business wants to buy no more than 10 leads a day, you are able to set a cap on the number of leads they will receive. You are also able to assign a percentage of leads based on the answer to a question, and still assign a percentage. If you have a new client who has just signed up to purchase leads, you can give them a higher priority on the same percentage to ensure that they receive the first lead of the day.

Our lead sellers and buyers are excited about this advanced functionality, if you would like to see a demonstration of how our software can work with your business, please contact us at: 800-776-1081 or email sales@teledirect.com.

TeleDirect Five Time Fastest Growing Business!

2009-09-21T13:40:00.000-07:00

For the 5th Year in a row, TeleDirect Call Centers was named as one of the fastest growing businesses in the region by the Sacramento Business Journal. This year, TeleDirect placed 34th on the list. The Fastest Growing Company list is created by measuring revenue over the last 2 years. Normally, The Business Journal names the Top 100 Fastest Growing Companies. This year, sadly, there were only 98 Companies that qualified with 2 years of significant growth.

In this tough economy it is critical to be able to right size your company immediately and remain profitable. TeleDirect offers a wide range of customer contact automation tools that can help companies stay in front of customers and prospects even while we might have to downsize parts of our staff. Leveraging a quality outsource partner can keep your revenue stream moving in the right direction.

The weak economy has hit TeleDirect just like everyone else. Staying profitable and focused on customer satisfaction is our plan for a strong 2010.

Five Things to Consider When Selecting an Outsourcer

2009-09-14T09:59:00.000-07:00

Please join TeleDirect for our upcoming webinar that focus on the five things every business should consider when selecting an outsourcer. We will review our Work The Lead site in conjunction with these five important concepts:

1. Stability
2. Security
3. Innovation
4. Transparency/Control
5. Immediate Access

We look forward to having you at one of our upcoming dates:

Wednesday Sept 23rd: 10 AM PST/ 11 AM MST/ 12 PM CST/ 1 PM EST: https://www2.gotomeeting.com/register/301427091

Thursday Oct 8th: 1 PM PST/ 2 PM MST/ 3 PM CST/ 4 PM EST: https://www2.gotomeeting.com/register/377488243

Friday Oct 23rd: 11 AM PST/ 12 PM MST/ 1 PM CST/ 2 PM PST: https://www2.gotomeeting.com/register/697748739

We look forward to seeing you there!

Back By Popular Demand!

2009-09-11T21:42:00.000-07:00

We are excited to announce that due to the great success of our recent Operational webinar we are adding more dates for clients and potential clients. It's important that all of our clients have a chance to view the tools that we use to measure the success of our Customer Service Representatives and the job that we are doing for our clients. Please join us for one of the upcoming dates:

September 24th 1PM PST/2 PM MST/3 PM CST/4 PM EST. Register here: https://www2.gotomeeting.com/register/176564538

October 15th 11 AM PST/12 PM MST/1 PM CST/2 PM EST. Register here: https://www2.gotomeeting.com/register/865447755

October 21st 1 PM PST/2 PM MST/3 PM CST/4 PM EST. Register here: https://www2.gotomeeting.com/register/975284570

We look forward to seeing you there!

Work The Lead Tips & Tricks V.3

2009-09-08T09:11:00.000-07:00

Using Clones Campaigns:

Work The Lead has a variety of different campaigns that you can use to support your business. Call My Leads which provides a "click to call" functionality for Internet leads that you would send to us. Chat campaigns which allow you to have 24/7 chat capability on your public website. Along with our inbound campaigns, we also provide a way for you to mirror your inbound campaign.

This is called a cloned campaign. A clone is used for toll free number sourcing. If you are planning to run television, radio or any other kind of marketing where knowing the exact source is important, then you would use our cloned campaigns. Setting up a cloned campaign takes about a minute, and once done you will have a live toll free number that rings directly into your account with TeleDirect.

Because clones can be setup so quickly, this also means that you do not need to keep a large bank of numbers set aside for your media partners. When a media partner requests a new number, you log in to your account with TeleDirect and provide them one very quickly.

If you are interested in learning more about our different campaign types and how you can use our service please email us at sales@teledirect.com or attend one of our upcoming webinars.

2009-08-31T11:22:00.000-07:00

TeleDirect Communications is an experienced leader in outsourcing solution serving small, middle market and large corporations with a full range of call center products and services since 1961. We are a seamless addition to your Business Development and Customer Service team for a fraction of the cost of labor and infrastructure. We have multi-channel services. We have Seminar Edge for reservation services, IVR (Interactive Voice Response) for custom greeting and call distribution, custom call script with Work the Lead; which has live transfer capabilities, fulfillment services and InstantProjectManager for managing a project from start to finish. We provide you with the on-demand and real-time access to all your campaign and lead information. Our consultative process helps you choose the services that fit your business plan best now and in the future. It is important to us that we understand your business so we can help you grow because we grow only when our clients grow. Your satisfaction with our services is vital to us since 40 % of our business is referrals from happy clients.

To get additional details about our products and services, please contact us at 800-776-1081 or email us at sales@teledirect.com.

Operations Webinar

2009-08-30T12:33:00.000-07:00

Please join us for a new webinar presented by our Operations team! We invite all of our clients and potential clients to join us for this overview of the software that TeleDirect uses internally to maintain quality, track CSR progress and communicate from the Client to the CSR's as well as from the CSR's to the clients.

The webinar will be held on September 10th at 1:00pm PST/ 2:00 PM MST/ 3:00 pm CST /4:00 PM EST.

To join us register here: https://www2.gotomeeting.com/register/878037827.

Thank you!

Simple Pricing

2009-08-25T09:37:00.000-07:00

One of the major factors in outsourcing is pricing. Different companies have different pricing structure making it difficult to compare. Monthly base, setup costs and overage charges are just to name some. After you determine what your monthly cost for using a service is, you then need to add a per minute rate for the usage. The low per minute rates used by some companies can be deceiving. One of the advantages built into TeleDirect's pricing is its transparency. There is only one simple price to look for; the per minute rate. The pricing structure is pay as you go pricing. There is no other cost to look at. You know what you are paying for the price per minute; there is no calculating or surprises.

To find out more about TeleDirect services and pricing, please contact us directly at 800-776-1081 or email us at sales@teledirect.com

Outsourcing: Vendor Transparency

2009-08-24T20:54:00.000-07:00

One of the biggest concerns we hear over and over again from potential clients is the concern they have regarding their vendors and how the vendors are handling the part of the job they are trusted with. At TeleDirect we have always encouraged our clients to make the time to visit the call center so that they can see how the call center operates and get a good grasp on how our business is run, as well as how their calls are handled.

With that in mind TeleDirect has taken the idea of a client visiting to view our operations to another level. When you sign up with TeleDirect, you are provided an online account, the online account shows you all of the information we have taken on behalf of your business, it also gives each client access to the script that the Customer Service Representatives are using on your behalf. Along with the script and call data that each client is able to see, clients also have the option to turn on call recording. When a client has call recording, they are able to hear the calls as each CSR completes the call. At TeleDirect we encourage our clients to listen to their calls, so that they can work closely with TeleDirect to make the Moment of Truth, which is the first few minutes any potential clients spends with your business, as successful as possible.

Along with each clients online account and their potential access to call recording, each client is also invited to attend one of our Operational webinars. The Operational webinars give the client a glimpse of the software that we have designed at Teledirect to ensure that we are providing the best service possible to each of our clients. If you would like to attend an Operational webinar, please email us at: sales@teledirect.com or subscribe to this blog for upcoming dates and times.

RSVP Services made easy with Seminar Edge

2009-08-19T16:35:00.000-07:00

With Seminar Edge RSVP services, you can setup a seminar within minutes. Our easy to use on-demand provides you an effective way to manage your RSVP list. Below is some of our features that may help you with your upcoming seminar:

1. Free dedicated toll free number.
2. Live custom scripting.
3. Confirmation calls.
4. Call recording.
5. Printable labels and letters.
6. Fulfillment services for Confirmation and Thank you letters.
7. Free message center.
8. 24/7/365 access.
9. Professional and trained operators.

If you wish to see a demonstration of Seminar Edge, please register at our upcoming webniar on September 30th at 10:00 AM PST.

For further information or questions, please contact us directly at 800-776-1081 or email us at sales@teledirect.com

Thank you!

Internet Lead Follow Up

2009-08-17T22:14:00.000-07:00

Most businesses have a public website so that their clients and potential clients have a place to go to learn more about what the business does and how they can help you, or so that you can place an online order, etc. Most times the website also includes a contact us form, so that a potential client can send an inquiry to the business. Once the inquiry has been received someone from the sales staff will follow up with the prospective client.

The challenge posed is that if the inquiry comes through when the sales staff is not available, or when the person who manages the emails is not available the lead could sit there for some time waiting to be followed up on. With that in mind TeleDirect provides a type of click to call functionality using Work The Lead. You can send these leads to TeleDirect as they come in, and the Customer Service Representatives will receive the lead, contact the perspective client and go through appointment setting with your prospect. The script the CSR's use can also include additional information that may be valuable to your sales staff, but which the caller may not have been willing to provide on the contact form.

If you would like to see a demonstration of how this works and can help you turn your leads into sales, please contact us directly at: 800-776-1081 or by email at: sales@teledirect.com.

Upcoming Webinar Dates

2009-08-14T09:12:00.000-07:00

TeleDirect's weekly webinars have been a great success, with that in mind, we present the schedule for the rest of this month as well as all of September's webinars. Each webinar will focus on one aspect of TeleDirect's call center business. Please feel free to register and if you know of anyone who would benefit from the webinar, they are welcome to attend as well:

On Demand Pledge System Webinar:
Wednesday August 26th at 10:00 AM PST: https://www2.gotomeeting.com/register/342074362
Wednesday September 16th at 10:00 AM PST: https://www2.gotomeeting.com/register/600496243

Seminar Edge Tutorial Webinar:
Wednesday August 19th at 10:00 AM PST: https://www2.gotomeeting.com/register/619284026
Wednesday September 30th at 10:00 AM PST: https://www2.gotomeeting.com/register/122251763

Work The Lead Tutorial Webinar:
Wednesday September 9th at 10:00 AM PST: https://www2.gotomeeting.com/register/499507250
Wednesday September 23rd at 10:00 AM PST: https://www2.gotomeeting.com/register/301427091

We look forward to seeing you there!

Outsourcing Success Strategies V.1

2009-08-11T23:20:00.000-07:00

As an outsourced call center, TeleDirect realizes that our clients rely on us to represent them in the Moment of Truth with their clients. Moments of Truth are the few interactions a consumer has with any representative of your company. In fact in his book Jan Carlzon writes about the importance of these moments of truth to the consumer. As long as the airplane lands saftely and arrives on time a consumer/caller doesn't care about behind the scenes employees they primarily care about the interactions they have with the customer service representatives when they purchase their ticket, get on the plane, etc. This is the basis of their entire opinion regarding that airline.

This is the same concept that can be applied to the interactions between an outsourcer and their clients' clients. It's important to realize that though you do not want your call center to answer complex questions regarding your business, you want to make sure that you give the call center, or any other outsourcer the ability to answer questions that matter and which a caller would expect the customer service representative to know. Things like the business address or location, what the business does in general terms and where the caller can get more advanced help are important pieces of information to provide for a successful interaction.

The concept is important for anyone considering using a call center to understand, because even though the information you provide in your frequently asked questions may be readily available in your advertising message, you still need to ensure that the person or persons answering the phone can also provide that information and ensure that your company's Moments of Truth are being properly represented.

Thank you!

Why Work the Lead?

2009-08-10T17:46:00.000-07:00

With a custom script, TeleDirect can capture and qualify your leads, schedule appointments or even transfer a live lead to your sales team in real time. Some of the features that set us apart are:

1. No setup fee.
2. No monthly base rate.
3. On demand script changes.
4. Real time access to leads and account activity.
5. Immediate access to all of your data at all times.
6. Use our Messenger feature to send out an automatic touch to your potential client's email, or an appointment reminder to their cell phone.
7. Our new Call My Leads feature allows you to send us leads from an Internet lead source and then reach out to those leads immediately, before they've left their computer.

If you would like more information about our products and services, please contact us at 800-776-1081 or email at sales@teledirect.com.

Thank you!

IVRDirect Features

2009-08-07T18:19:00.000-07:00

IVRDirect, which is our new IVR product, offers clients a variety of different ways to utilize it. Here are the highlights:

1. Get a toll free number that you can route any where.
2. Send the calls to your business during business hours, and to the call center after-hours.
3. Record a custom greeting for your company before sending the calls directly to the call center.
4. Qualify your leads by debt amount, state, or various other options so that you only talk to qualified leads.

If you would like to know more, or see a demonstration, please call 800-776-1081 or email us at: sales@teledirect.com.

Work The Lead Tutorial

2009-08-05T07:14:00.000-07:00

Please join us for a webinar on Work The Lead. Our webinar will review all of our services briefly, but focus on Work The Leads features and how it can help your business. Please bring your questions, we look forward to answering them.

Register for the webinar here: https://www2.gotomeeting.com/register/372508595.

This webinar will be about an hour and is presented free of charge to all participants. We look forward to seeing you there!

New Products Are a Big Hit!

2009-07-31T22:58:00.001-07:00

As a call center, TeleDirect is always looking for ways to provide additional support to our clients. Its so important to be able to keep in close contact with your leads and prospects, and make sure that there needs are handled in a timely manner.

We have introduced our IVR product, Work The Lead Messenger functionality, Live Chat, Call My Leads (real time follow up to your web leads) and our fulfillment services. Our new clients have found these products a great help to them in getting their call center setup most efficienty for their business. In fact we've had several new clients who've signed up for IVR, Messenger and have requested more information on our referral program, which can help TeleDirect become a revenue stream for your business.

If you would like more details about any of these products, please contact us directly at 800-776-1081, email us at: sales@teledirect.com or come to our webinar on August 12th. We would love to talk in more detail regarding your particular business needs and different ways that we can help that business grow.

Thank you!

Outsourcing: Horizontal Vs Vertical Hour

2009-07-28T19:30:00.000-07:00

An important concept to understand when deciding to outsource to a call center is the horizontal hour vs the vertical hour. When you hire a dedicated employee you pay them "horizontally." The employee is paid for eight hours so they are only available to you during that time. If the employee is working on one task, another task will wait or may go unfinished. When the employee takes a break or goes to lunch, there isn't any work being done. Therefore, you would need more than one employee to cover breaks, lunches, and after hours.

When you outsource you are paying for a vertical hour. You are only paying for the time that the outsourcer is working for you. This means that several calls can be answered at once and when there are no calls, you aren’t affected because that is the risk the call center takes on, not you. If you stack up the amount of time your outsourcer is working for you it is going to be a far more efficient time line.

When you are comparing the cost of an outsourcer to the hourly cost of hiring a dedicated employee you have to understand the significant differences. Instead of comparing a dedicated employee to a outsourced call center you need to consider comparing the overall cost of the outsourced call center with the overall cost of the total number of employee's you would need to hire in-house to handle the same work. Don't forget to include soft costs for employee's such as benefits, vacation time, and managerial staff.

Introducing IVR by TeleDirect!

2009-07-27T09:47:00.000-07:00

One of the challenges that many clients face is a way to route their calls to different destinations based on business hours, or what a caller may be looking for. If this is a problem that you face, then contact TeleDirect regarding our great new IVR product.

Using our IVR product you can send the calls directly to your business during the day and to our call center after hours. You can ask simple qualifying questions up front to determine if this is a lead that you want to talk to, for example, you can send callers from a state you cannot work with to a voicemail box instead of to your sales people.

IVR can be a great way to make sure that your callers are handled in a timely manner by the right people. For more information call 800-776-1081 or email: sales@teledirect.com.

PBS & NPR Brainstorming Webinar - July 22nd 10:00 AM PST

2009-07-22T21:59:00.000-07:00

We invite all PBS, NPR and other non-profits to attend our upcoming webinar which is going to cover three basic areas, security, outsourcing and pledge drive planning.

If you would like to register, please sign up at: https://www2.gotomeeting.com/register/469146362.

Please bring any questions you may have for our panelists!