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New Employee Orientation
- 1. Welcome to AGI A marketing communications company that serves the needs of national and international companies.
- 2. History of BRI • Founded with just 2 employees in 1986 by Don Kornblet. • Don brought an appreciation for strong client service and communications as operating values of BRI. • 2002 merger with Americall Group, Inc. • Our new entity is expected to have over 4200 employees and a revenue of $90 million in 2003.
- 3. BRI Now • Multiple Call Centers: Champaign IL, Columbia and St. Louis, MO and now Fenton, MO. • Works as a partner with several Fortune 500 client companies. • State-of-the-art technology to market products & services. • Two types of calling: • Sales/ Lead Generation • Customer Service
- 4. Our GOAL 1. Quality 1. Comprehensive training 2. Guidelines and standards for calls 3. Announced and random monitoring 4. Supervisory/Management support 5. Sales Verification 6. Data Checks 7. Team Meetings 2. Service
- 5. To Insure Service and Quality… • We must do our job • OUR JOB: • Help you do your job and make money • Help the center grow and continually improve • Build QUALITY into the process • YOUR JOB: • Read the script • Two Rebuttals • Courtesy Close
- 6. The Telemarketing Industry • Telemarketing= any business activity that uses the telephone as its primary channel • 40 year old industry • Over $700 billion per year industry • Over 20,000 Missouri jobs • Career paths are promising for those who communicate effectively
- 7. Telemarketing and the Law • BRI is actively represented in: • American Telemarketing Association • Direct Marketing Association • Business Marketing Association • Better Business Bureau • The Telephone Consumer Fraud and Abuse Prevention Act (1994) • Legislation by the Federal Communications Commission to protect consumers from fraudulent telemarketing schemes and activities.
- 8. Telemarketing and the Law • The Telemarketing Sales Rule (1995) • Clearly defined laws for telemarketers drafted by the Federal Trade Commission • Violations punishable by stiff federal and civil penalties 1.Telemarketing calls are placed no earlier than 8 a.m. and no later than 9 p.m. 2.Telemarketers must promptly identify themselves and whom they are calling for. 3.Telemarketers must clearly describe the offer with no misrepresentation. 4.Telemarketers must maintain a “do not call” list for those prospects who express this wish
- 9. BRI complies with the law • BRI has taken proactive steps to comply with this legislation • State-of-the-art call center technology that does not allow dialing to occur before 8 a.m. or after 9 p.m. by time zone. • Automated “do not call” functions. • Client and BRI approved scripted call guides that offer clear descriptions of the product or service. • Client referral numbers or problem escalation procedures.
- 10. BRI complies with the law • BRI has taken proactive steps to comply with this legislation • State-of-the-art call center technology that does not allow dialing to occur before 8 a.m. or after 9 p.m. by time zone. • Automated “do not call” functions. • Client and BRI approved scripted call guides that offer clear descriptions of the product or service. • Client referral numbers or problem escalation procedures.