Ccr Short 08


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call center services

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Ccr Short 08

  1. 1. Business Process Outsourcing Drew Grdina – President – 216.702.3184 23550 Commerce Park Drive Suite 5000 Beachwood, Ohio 44122 440.484.2400 / 877.412.6936
  2. 2. Who We Are: <ul><li>Business Process Outsourcer (BPO) </li></ul><ul><li>Privately Owned and Founded in 1974 </li></ul><ul><li>Two Call Centers: Beachwood, Ohio </li></ul><ul><li>Inbound/Outbound Customer Contact </li></ul><ul><li>Nationwide Collections Services </li></ul><ul><li>National Client Base </li></ul><ul><li>Network System Integration </li></ul><ul><li>Web – Based Interactive Tools & Reporting </li></ul><ul><li>Multi – Layered Data Protection </li></ul><ul><li>State of the Art Dialer and Software Systems </li></ul><ul><li>Scalability with capacity of 600+ seats </li></ul><ul><li>Customized Reporting </li></ul>
  3. 3. Offered Products and Services: <ul><li>Inbound / Outbound: </li></ul><ul><li>Enrollment/Activation Programs </li></ul><ul><li>Survey and/or Data Collection </li></ul><ul><li>Marketing Support/Chaser Calls </li></ul><ul><li>“ Click to Call” Enrollment/Transfer Programs </li></ul><ul><li>Lead Generation/Telesales </li></ul><ul><li>New Customer Acquisition </li></ul><ul><li>Customer Retention / Winback </li></ul><ul><li>Customer Service </li></ul><ul><li>Up-selling / New Product Offers </li></ul><ul><li>Call Overflow </li></ul><ul><li>Membership Recruitment </li></ul><ul><li>Broadcast Messaging </li></ul><ul><li>Sales Support </li></ul><ul><li>Appointment Setting </li></ul><ul><li>Live Chat Online </li></ul><ul><li>Fundraising </li></ul>
  4. 4. Healthcare/Insurance Clients:
  5. 5. Clients:
  6. 6. Clients <ul><li>Cleveland Clinic </li></ul><ul><li>Insurance.Com </li></ul><ul><li>Columbia Gas of Ohio </li></ul><ul><li>Nationwide Insurance/Nationwide Better Health </li></ul><ul><li>First Marblehead Corp. </li></ul><ul><li>Parma Hospital </li></ul><ul><li>Medical Mutual </li></ul><ul><li> </li></ul><ul><li>Lorain National Bank </li></ul><ul><li>Washington Gas & Energy Services </li></ul>
  7. 7. Technical Overview
  8. 8. Call Flow Scripting Contact with named insured, but no OSR Available Contact Contact with named insured Dialer detects Voicemail (VM)/ Answering Machine Agent is connected with VM & leaves Message Pre-Recorded Message: “Thank you for your recent request for competitive insurance rates. One moment while I connect you with the next available representative to assist you in saving money on insurance.” “ Hello my name is _________ calling on behalf of Company regarding the insurance quote you requested. I have a licensed agent available to complete your quote and provide you with up to 4 insurance quotes. One moment while I transfer you to a live agent.” Pre-Recorded Message: “Thank you for your recent request for an insurance quote from COMPANY. Please call #### to speak with a licensed insurance agent 7 days a week ( Hours). The sooner you call the sooner we can start saving you money.” After 5-10 seconds of music (TBD) “ Thank you for waiting a representative will be with you shortly.” Repeat until OSR gets on the line If yes, “ Great, this call may be recoded for quality purposes.” Call appropriate 800#, follow Steps) If no: “ I understand what time would be good for us to call you back in order to finish the quote to see how much we can save you.” If customer states day/time, setup a call back If still no: “ You can call us back at your earliest convenience to finish the quote and see how much we can save you.” Provide call back number and hours. 3 rd party states NI is not available, rep sets up a call back and/or dispos to have dialer call a secondary # 3 rd Party, ok to transfer if spouse or child under 18 Rep dials number if different from secondary # provided Rep hits termination Code to play a Pre-recorded message If # is same as secondary # rep dispos to have system dial 2 nd # 3 rd Party provides another contact # to reach NI, rep leaves contact info and then manually dials alternate #. Rep contacts Name Insured Rep not able to contact NI, dispos for dialer to call 2 nd number
  9. 9. Spanish Outreach Flow
  10. 10. Sample Staffing Model
  11. 11. Thank You for taking the time to review this information 23550 Commerce Park Drive Suite 5000 Beachwood, Ohio 44122 440.484.2400/877.412.6936 Drew Grdina - President - 216.702.3184