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@Copyright - Telesurvey |Milano 2016 - 2
We help companies to relate with their clients.
Telesurvey Italia is active since 1987 helping and supporting its clients in their relationship with customers and prospects.
Over the years, Telesurvey has expanded its activities as a Multiservice Call Centre working in partnership with national and international
companies.
Telesurvey's vision is based on three fundamental cornerstones: process quality, client satisfaction, and customer loyalty.
About us
Telesurvey Italia is a leader company whose main objective is the conception, management, monitoring, and improvement of custom and
interactive services in the field of marketing and multiservice communication.
Telesurvey is made up of sectors and specialised support areas which enable it to activate services and tools more suitable to the client's
needs.
A code of ethics states its good practices and formalises its values and practice standards.
Its main goal is the assurance of honesty, integrity, propriety, and good faith in all its activities on behalf of its clients.
Mission and corporate philosophy
@Copyright - Telesurvey |Milano 2016 - 3
Telesurvey Italia is a multiservice call centre offering its clients intelligence actions in order to benefit from an advanced
business marketing.
The Innovation sector suggests projects, ideas, and process integration using a multiservice technological approach in either
proactive and reactive fashion.
The Digital sector identifies methodologies and initiates strategies apt to increase brand exposure, to enjoy a more focused
communication, or to identify new digital development areas.
The Market Research sector supports clients empowering them with new market knowledge and developing new ideas and
incentives to current activities.
Sectors
@Copyright - Telesurvey |Milano 2016 - 4
Service and communication quality is the domain of the Quality sector, whose team monitors all service and communication
quality levels.
We supply multiservice information activities on demand (free toll number, remote telephone exchange, chat, WhatsApp, Social Customer Care)
or featuring the push technology (service information through social channels and Broadcast messaging).
OUR TOOLS
Telephone
- Business free toll number 24/7,
- Intelligence service,
- Complain and order service featuring multilingual operators in
order to attend the needs of European and non-European markets,
- Telephone assistance,
- Multiservice customer care,
- Technical help desk supporting end clients or assistance networks,
- Prevention and retention services.
Smartphones e tablets
- Competition apps,
- Configuration and profile-enabled client areas apps,
- Booking apps (restaurants, museums, courses, doctor’s offices),
- Customer service and support on WhatsApp app.
Other
- Reception,
- Infopoint,
- Central Booking Unit.
Web
- Trouble Ticketing tracking platforms,
- Completion platforms,
- Online booking,
- CRM web based integrations,
- E-mail categorisation,
- Online chat,
- Business webpages on social networks monitoring
(direct answers to request of information questions),
- Information messages on social business pages
(service information messages included),
- Logged and profile-enabled pages.
Multiservice client management
@Copyright - Telesurvey |Milano 2016 - 5
We support companies in their first steps in business development and maximisation of business activities on prospects. We build up custom-
made solutions using tools and activities for each sector of the company. We design Lead generation campaigns.
OUR TOOLS
Telephone
- Direct Marketing on prospect and inactive clients,
- Outbound Campaigns: appointment arranging, planner management
- Client Analysis and Profiling,
- E-commerce Client Assistance (cart recovery if necessary),
- E-commerce Website Assistance (Click to call and Call me now),
- Telemarketing: appointment arranging, client statistics managing,
- Teleselling: product selling or retargeting,
- Telephone Follow-up : client recalling for crosselling or
inactive client reactivation.
Smartphone and tablets
- CRM mobile apps and mobile sales management,
- Broadcast messages via Whatsapp, SMS with marketing push,
- Native apps and web-based for the publishing industry,
competitions and e-commerce,
- Tracking Trouble Ticket,
- SMS Push Service: commercial offer.
Web
- E-CRM and Loyalty programs,
- Client Analysis and Profiling,
- Marketing Push on Social Networks,
- User Experience Enhancement,
- Web chat and digital assistance channels,
- E-Commerce Retargeting,
- Web marketing (SEO/SEM/ADV on social),
- Performance mail,
- DEM or adv with Online Lead Gathering.
Business activity support
@Copyright - Telesurvey |Milano 2016 - 6
We support our clients procuring them new market knowledge and customer satisfaction evaluation.
Our activities are mainly customised to each client's specific needs.
For this purpose, we use integrated research methods (qualitative and quantitative). Working alongside the client is one of our strengths, a sure
way not only to get results but also to be and stay on the right path from the start.
OUR TOOLS
Qualitative Methods
- Group interviews (also with creative approach) either
in situ or online;
- Individual interviews at home, in situ, or online,
- Ethnographic observations (also usage logs),
- Clients-consumer workshop,
- Webwords: web reputation sentiment.
Other Methods
- Mystery shopping,
- Mystery Repair,
- Drive test,
- Clinic test,
- Usability Test for websites/mobile/app,
- Desk research,
- Customer Journey.
Quantitative Methods
- Personal interviews (P&P, mobile) at home, central
location, or retail stores
- Telephone interviews (CATI), national and international calls
originating from our CATI centre in Milan,
- CAWI interviews,
- Net-Promoter Score (NPS) survey.
Customer Satisfaction
- CATI,
- CAWI,
- Mystery Call,
- Focus Group,
- Focus online,
- Net Promoter Score (NPS),
- After Purchase Survey,
- Web Reputation.
Market Research
@Copyright - Telesurvey |Milano 2016 - 7
Customer Service 365/24/7
Customer Care is the best tool to foster customers' loyalty towards products or services provided by the company. Telesurvey,
as an outsourcer, manages free toll numbers and toll ones 24/7
Lead generation – pianificazione di agende commerciali
Telesurvey makes more than 5 million phone calls daily; one of its most distinguished features is the number of business
appointments for the sales department. When the main object is rapidly multiplying new business, lead generation activity is
the best option for development.
Other activities
@Copyright - Telesurvey |Milano 2016 - 8
Back office and data entry
Telesurvey has developed long-term experience in back-office activities whose management can be carried out either at its
headquarters or at the client's offices with the support of Telesurvey staff.
Event Organisation Office
Telesurvey manages the organisation of events and competitive exams taking advantage of new methods. This service
encompasses all organisation steps (i.e., invites, recall, reception, follow up, notice to the winners) and can also include,
according to the kind of event or exam, phone calls, e-mails, sms, using either the company resources or those provided by the
main market players.
Chat and Social Media Survey
Telesurvey employs qualified operators for the monitoring of social media pages, blogs, or business chatrooms. Furthermore,
they can offer immediate assistance to business web platforms users thanks to unique services such as “call me back” and “call
me now”. This service is available in the daytime but can be activated 24 hours a day.
Other activities
@Copyright - Telesurvey |Milano 2016 - 9
Ad hoc solutions
Our Innovation, Digital, and Market Research sectors give assistance to companies offering custom-made solutions as back
up for other activities such as online booking and e-commerce platforms.
We exploit quantitative and qualitative methods in order to produce the best possible customer experience.
Remote Telephone Exchange
Telesurvey is an outsourcer company able to manage remotely the client company’s telephone exchange. This original
feature helps in undercutting organisation and staff management issues. Telesurvey is also active on public holidays: the
service provided is more complete but the relative costs don't increase.
Other activities
@Copyright - Telesurvey |Milano 2016 - 10
International Client Companies
@Copyright - Telesurvey |Milano 2016 - 11
@Copyright - Telesurvey |Milano 2016 - 12
Tiziana Urru
Via Giovanni Durando, 38
20158 Milano, Italia
0245467.248
340.7593132
turru@telesurvey.it
www.telesurvey.it

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Telesurvey Company Profile 2016

  • 1.
  • 2. @Copyright - Telesurvey |Milano 2016 - 2 We help companies to relate with their clients. Telesurvey Italia is active since 1987 helping and supporting its clients in their relationship with customers and prospects. Over the years, Telesurvey has expanded its activities as a Multiservice Call Centre working in partnership with national and international companies. Telesurvey's vision is based on three fundamental cornerstones: process quality, client satisfaction, and customer loyalty. About us
  • 3. Telesurvey Italia is a leader company whose main objective is the conception, management, monitoring, and improvement of custom and interactive services in the field of marketing and multiservice communication. Telesurvey is made up of sectors and specialised support areas which enable it to activate services and tools more suitable to the client's needs. A code of ethics states its good practices and formalises its values and practice standards. Its main goal is the assurance of honesty, integrity, propriety, and good faith in all its activities on behalf of its clients. Mission and corporate philosophy @Copyright - Telesurvey |Milano 2016 - 3
  • 4. Telesurvey Italia is a multiservice call centre offering its clients intelligence actions in order to benefit from an advanced business marketing. The Innovation sector suggests projects, ideas, and process integration using a multiservice technological approach in either proactive and reactive fashion. The Digital sector identifies methodologies and initiates strategies apt to increase brand exposure, to enjoy a more focused communication, or to identify new digital development areas. The Market Research sector supports clients empowering them with new market knowledge and developing new ideas and incentives to current activities. Sectors @Copyright - Telesurvey |Milano 2016 - 4 Service and communication quality is the domain of the Quality sector, whose team monitors all service and communication quality levels.
  • 5. We supply multiservice information activities on demand (free toll number, remote telephone exchange, chat, WhatsApp, Social Customer Care) or featuring the push technology (service information through social channels and Broadcast messaging). OUR TOOLS Telephone - Business free toll number 24/7, - Intelligence service, - Complain and order service featuring multilingual operators in order to attend the needs of European and non-European markets, - Telephone assistance, - Multiservice customer care, - Technical help desk supporting end clients or assistance networks, - Prevention and retention services. Smartphones e tablets - Competition apps, - Configuration and profile-enabled client areas apps, - Booking apps (restaurants, museums, courses, doctor’s offices), - Customer service and support on WhatsApp app. Other - Reception, - Infopoint, - Central Booking Unit. Web - Trouble Ticketing tracking platforms, - Completion platforms, - Online booking, - CRM web based integrations, - E-mail categorisation, - Online chat, - Business webpages on social networks monitoring (direct answers to request of information questions), - Information messages on social business pages (service information messages included), - Logged and profile-enabled pages. Multiservice client management @Copyright - Telesurvey |Milano 2016 - 5
  • 6. We support companies in their first steps in business development and maximisation of business activities on prospects. We build up custom- made solutions using tools and activities for each sector of the company. We design Lead generation campaigns. OUR TOOLS Telephone - Direct Marketing on prospect and inactive clients, - Outbound Campaigns: appointment arranging, planner management - Client Analysis and Profiling, - E-commerce Client Assistance (cart recovery if necessary), - E-commerce Website Assistance (Click to call and Call me now), - Telemarketing: appointment arranging, client statistics managing, - Teleselling: product selling or retargeting, - Telephone Follow-up : client recalling for crosselling or inactive client reactivation. Smartphone and tablets - CRM mobile apps and mobile sales management, - Broadcast messages via Whatsapp, SMS with marketing push, - Native apps and web-based for the publishing industry, competitions and e-commerce, - Tracking Trouble Ticket, - SMS Push Service: commercial offer. Web - E-CRM and Loyalty programs, - Client Analysis and Profiling, - Marketing Push on Social Networks, - User Experience Enhancement, - Web chat and digital assistance channels, - E-Commerce Retargeting, - Web marketing (SEO/SEM/ADV on social), - Performance mail, - DEM or adv with Online Lead Gathering. Business activity support @Copyright - Telesurvey |Milano 2016 - 6
  • 7. We support our clients procuring them new market knowledge and customer satisfaction evaluation. Our activities are mainly customised to each client's specific needs. For this purpose, we use integrated research methods (qualitative and quantitative). Working alongside the client is one of our strengths, a sure way not only to get results but also to be and stay on the right path from the start. OUR TOOLS Qualitative Methods - Group interviews (also with creative approach) either in situ or online; - Individual interviews at home, in situ, or online, - Ethnographic observations (also usage logs), - Clients-consumer workshop, - Webwords: web reputation sentiment. Other Methods - Mystery shopping, - Mystery Repair, - Drive test, - Clinic test, - Usability Test for websites/mobile/app, - Desk research, - Customer Journey. Quantitative Methods - Personal interviews (P&P, mobile) at home, central location, or retail stores - Telephone interviews (CATI), national and international calls originating from our CATI centre in Milan, - CAWI interviews, - Net-Promoter Score (NPS) survey. Customer Satisfaction - CATI, - CAWI, - Mystery Call, - Focus Group, - Focus online, - Net Promoter Score (NPS), - After Purchase Survey, - Web Reputation. Market Research @Copyright - Telesurvey |Milano 2016 - 7
  • 8. Customer Service 365/24/7 Customer Care is the best tool to foster customers' loyalty towards products or services provided by the company. Telesurvey, as an outsourcer, manages free toll numbers and toll ones 24/7 Lead generation – pianificazione di agende commerciali Telesurvey makes more than 5 million phone calls daily; one of its most distinguished features is the number of business appointments for the sales department. When the main object is rapidly multiplying new business, lead generation activity is the best option for development. Other activities @Copyright - Telesurvey |Milano 2016 - 8
  • 9. Back office and data entry Telesurvey has developed long-term experience in back-office activities whose management can be carried out either at its headquarters or at the client's offices with the support of Telesurvey staff. Event Organisation Office Telesurvey manages the organisation of events and competitive exams taking advantage of new methods. This service encompasses all organisation steps (i.e., invites, recall, reception, follow up, notice to the winners) and can also include, according to the kind of event or exam, phone calls, e-mails, sms, using either the company resources or those provided by the main market players. Chat and Social Media Survey Telesurvey employs qualified operators for the monitoring of social media pages, blogs, or business chatrooms. Furthermore, they can offer immediate assistance to business web platforms users thanks to unique services such as “call me back” and “call me now”. This service is available in the daytime but can be activated 24 hours a day. Other activities @Copyright - Telesurvey |Milano 2016 - 9
  • 10. Ad hoc solutions Our Innovation, Digital, and Market Research sectors give assistance to companies offering custom-made solutions as back up for other activities such as online booking and e-commerce platforms. We exploit quantitative and qualitative methods in order to produce the best possible customer experience. Remote Telephone Exchange Telesurvey is an outsourcer company able to manage remotely the client company’s telephone exchange. This original feature helps in undercutting organisation and staff management issues. Telesurvey is also active on public holidays: the service provided is more complete but the relative costs don't increase. Other activities @Copyright - Telesurvey |Milano 2016 - 10
  • 11. International Client Companies @Copyright - Telesurvey |Milano 2016 - 11
  • 12. @Copyright - Telesurvey |Milano 2016 - 12 Tiziana Urru Via Giovanni Durando, 38 20158 Milano, Italia 0245467.248 340.7593132 turru@telesurvey.it www.telesurvey.it