A guide for welcoming newly-hired individuals, and getting them started on the best footing possible.

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.