TELEMARKETING New Age Technology Turns Telemarketers into Tech
Advantages for Direct Marketers
Finding a contact center that could align its computer system with EyeMed's own system was at the top of EyeMed's wish list of call center capabilities. And, according to Stanley Staiger, EyeMed's senior manager of operations, Total Response's networking capabilities and technical expertise fulfilled that desire.
"The key to Total Response handling our authorizations calls was its ability to link our respective AS/400 systems," Staiger says. "Its customer service reps literally saw the exact information our service reps saw which facilitated training, communication and quality control."
Staiger adds that the IVR system significantly reduced EyeMed's operator-assisted call volume which resulted in better response times and more satisfied customers.
For the American Historic Society, Westlake Village, CA, it is TTC's upgraded telephone system that has been a great advantage.
"The Telemarketing Company's IVR system asks our customers whether they have a customer service question or if they want to order something and, if they need customer service, the call is hot transferred to our California center," says Don Baker, vice president of marketing at the American Historical Society. "This technology allows three companies to appear as one which makes it much easier for our customers."
In addition, Baker says it saves his company money since the customer doesn't have to talk to two or three reps before getting an answer. "And that increases our customer satisfaction, which increases ordering," he adds.
TTC's recorded monitoring system also receives kudos from Baker. "Their technology allows them to digitally send us, via e-mail, any recorded question a customer needs answered by us personally," Baker says. "That has proven to be an important customer satisfaction tool for us." Baker adds that being able to log on and monitor a live situation has also been helpful. "We are able to listen to calls and instantly make adjustments, such as a change in upsells, which has tremendously improved our sales," he says.