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The Veracity Group is a premier outsourced new customer acquisition and customer service solutions provider.
The Veracity Group has world-class expertise managing telecom, publishing, lead generation, fund raising, political all more within call center operations- inbound and outbound. Through a series of operational and technology partnerships with leading companies worldwide, The Veracity Group is uniquely positioned to handle your needs for a full range of contact channels and technologies.
Proposed Approach
The goal of the partnership is to provide the customer with a dedicated telesales team to sell products/services in our call center. This approach will consist of highly trained agents, floor supervisors, quality assurance support personnel, information technology staff, and professional account management.
- Program management -The Veracity Group will develop initial implementation plan including program set-up timetable and major objectives
- Integration Support- The Veracity Group's project team will work with customers to determine any necessary requirements for systems integration. If access to the customers internal database is required on a real time basis, The Veracity Group will develop a separate integration proposal
- Database access - If required, The Veracity Group can host customer data on our servers and provide a full CRM solution.
- Training - The Veracity Group will provide complete and comprehensive training to the tenured agents selected for the program. Customers will approve program-specific training material and the call guide prior to program launch
- Pilot Program -The Veracity Group can establish an initial testing period for limited seats
All transactions will be conducted in a computerized on-line environment using advanced data management systems to ensure optimum coverage and data accuracy. All transactions will be monitored and can be recorded by our quality assurance team. We also invite you to schedule regular on-site and remote monitoring of the program by you or a designated party.
Relevant Experience
Our executive staff has extensive experience in all types of call center projects, Telesales / Survey / Lead Generation / Political / And More.
Call Center Environment
The Veracity Group facilities create a productive and pleasant environment, which facilitates excellent results. We offer our clients access to a state of the art facility featuring:
- Hardware by premier companies
- State of the art calling stations
- The latest hardware and software available in the industry today developed by leaders
- Client monitoring from any remote location worldwide
- Computerized database management
Additionally, The Veracity Group maintains a positive team spirit within the facility. We maintain a 1:10 TSR to staff ratio. At The Veracity Group, our TSRs are our most important asset.
Quality Assurance
Our business is building your business. The Veracity Group prides itself with providing its clients the highest level of customer service. Thus, we provide you only with the best and the brightest call center specialists, and a quality control/monitoring program that is ongoing at The Veracity Group at all times.
All our customer care specialists have excellent communication skills and are highly competent, knowledgeable, friendly, polite and enthusiastic. They also receive extensive core and client-specific training and are continually monitored and coached to ensure the most stringent quality standards are consistently met.
Our quality control system consists of the right mix of training, transaction monitoring, and consistent reinforcement of proper skills. Our philosophy is that every transaction should be a positive representation of each customer.
All transactions can be recorded for completeness of information, representation and resolution. We will provide ongoing interface with you and prepare periodic business reviews of all activity for the quarter and program to date with suggestions for improvement.
The results of the program will be reported according to an agreed upon format and schedule. This generally includes:
- If needed, daily reports of all voice and email transactions as dictated by customer
- Weekly statistical analysis report and stats per hour according to agreed upon categories and format
Training
The Veracity Group's training department operates hand in hand with the operations department. We give equal importance to each of these departments because quality is just as important as operations. Because of this balance, our clients receive total quality.
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