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38 Cards in this Set
- Front
- Back
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Pricing
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Our pricing is simple and straight forward. You pre-purchase a bucket of minutes that never expire. We provide a true price per minute. What that means to you is you are not charged a setup fee, training fee, patch fee or a monthly base rate so you will never receive a monthly invoice. It works like a savings account at a bank. This pricing model means we are 100% efficient for you, which our competitors just can't say.
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Dashboard
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Our Dashboard allows you to access all of our tools through one secure login from anywhere you have Internet access. You can make changes to your IVR, lead distribution, select a working toll free number, or adjust your live call script 24/7. The business tools you see in the dashboard are designed to help you drive success in your company.
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Messenger
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Our Messenger system takes contact that much further, allowing you to send an email to the caller as soon as the call is over. You can reach out to your customer base and prospects immediately through text or email with this innovative customer contact tool.
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Instant Sales Expert- (ISE)
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Instant Sales Expert is a complete online contact management system that is linked to our 24/7 call center. Not only does ISE track all sales activity, you can send leads to our call center for warm up, appointment setting, and for hot transfers back to your closers. You can customize ISE for your organization with new field names, funnel stages, and email templates.
Other contact management companies charge hundreds to thousands of dollars per month for this type of software. We provide a true savings, as Instant Sales Expert is FREE to partners of TeleDirect. |
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Instant Survey Expert
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Surveys can be conducted in two ways, to utilize our CSRs to reach out with a phone call or use Messenger to send an automated email.
We believe in closed feedback loops. You never know what you don't know until you ask. Research your market, your customer satisfaction levels, or send a satisfaction survey after each of our interactions on your behalf. How many call centers do you know that encourage you to evaluate each of THEIR interactions? |
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Demographics
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Find out who is responding to your ads, and change the script right in the middle of the call based on income, geography, and lifestyle data points.
Next create, email, and mail the list that targets your most profitable customers, getting the most out of every ad dollar you spend. |
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Account Management Center
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TeleDirect has changed the flow of information with our Account Management Center. Rather than waiting for you to tell us what you've heard from your customers, our CSRs are empowered to tell your dedicated Account Manager how to improve the customer service experience, whether it is a typo, missing FAQs, or serious escalation. We routinely resolve 500-600 of these issues every month.
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Auto Protect
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Auto Protect prevents your campaigns from being cancelled. You select your discounted block of minutes and will be notified when your minutes run low.
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Capacity
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We have 150 stations and operate 24/7/365. We have the capacity to handle 30,000 calls a day. Our default setting is 50 simultaneous calls per client, but can be changed depending on your needs.
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Demo- why do?
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Our software really sets us apart from other call centers. Our proprietary software is built to enhance your business. From selecting working phone numbers online, conducting electronic surveys, to project management, TeleDirect provides you the tools to succeed.
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DirectIVR
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Our speech recognition enabled IVR allows you to record custom greetings and route calls to different locations based on the time of day or how a caller answers certain questions. It also weeds out wrong numbers without using live CSR time. Because DirectIVR sits on top of our 24/7 Call Center you never have to leave your customers trapped in voice mail jail.
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Evaluations
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Because our CSRs and managers have instant access to all of our performance data, we are able to quickly generate evaluations that are clear to both managers and CSRs. This way we spend only 5 minutes creating the evaluations and most of our time talking to the CSRs about how to improve performance. No employee is left in the dark. Action plans are set in force as well.
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Funding
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The next step is to create an account at www.teledirect.com. Sign the terms and conditions then select your funding level and purchase minutes. When that is complete we will set up your account script design meeting with our Director of Client Services and your dedicated Account Manager.
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Instant Project Expert- (IPE)
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Instant Project Expert is a management tool that we've designed to help companies manage their projects and grow their business. You can keep track of tasks, milestones, due dates, and who is performing. We offer IPE to you for use and collaboration with your dedicated Account Manager.
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Operations- Overall
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At TeleDirect it is our goal to perfect what we call the Moment of Truth on every call. The Moment of Truth is when your customer reaches out to touch your company. Most call centers will show you the flashing lights of their phone switch. This technology has been around for 30 years and does almost nothing to drive quality. TeleDirect has spent 10 years developing our own Operational platform which drives accountability from managers as well as CSRs. Everyone looks at the same information every day and knows where we stand.
As an example CSRs don't request to leave early when our answer rate is below 80% because they understand the balance we strike between service levels and efficiency. |
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CSR Pay and PI
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We have a pay for performance model that rewards quality above all else. Each CSR earns 35% of their pay based on their Performance Index. This is important because our CSRs have control of their paychecks. The PI weighs 3 major factors with Quality score being given the heaviest weight. It is what the CSR has the most control over and what is most important to you.
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Quality Reviews
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By monitoring and quality checking over 2000 calls every month we continue to ensure our CSRs are offering the moment of truth, and we coach CSRs one on one when they are not.
Team Leaders not only listen to the call but also see the data collected so we can ensure proper casing, spelling, and complete sentences. A CSR’s overall score also strongly affects the bonuses that they can receive. |
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Quiz
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Our Quiz Center is used in conjunction with classroom training and refresher training to ensure each CSR has retained the training that they received. The CSR must then score with a passing grade to be added to the distribution for the new campaign.
You will be encouraged by our Client Services Director and your dedicated Account Manager to build a quiz about your services and help train our CSRs. |
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Training
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With our training center we give our CSRs the information needed to become an extension of your business and not just a call center.
Through the CSR dashboard we are able to easily push out new training issues to each CSR. With videos, classroom training, quizzing, and simulated calls our CSRs are able to learn and retain their training efficiently. This system provides clear accountability for our CSRs, Team Leaders and Trainers. |
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Redundancy
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TeleDirect has full battery back up and a diesel generator that can power the battery block until we can no longer access diesel anymore; and if that happens, the world has gone so mad max that you won't need a call center.
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Referrals
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TeleDirect believes in the power of referrals. The best compliment we receive is when someone says that they heard about us from a friend or a partner. In fact 75% of all our new business comes from referrals.
TeleDirect pays you 10% of all revenue collected from your referrals for 12 months. All you need to do is provide us with their contact information and we will do all the work. You can also log into your referral account and track your commission in real time and receive your referral check each month! |
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Security
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TeleDirect is PCI and HIPAA compliant however, these standards are not strict enough in today’s world of digital information storage. We took the unique step of becoming the only US based, ISO27001 certified outsource call center. Which means that you can rest assured that you and your customer’s information is secure with us. We understand the information provided to our Customer Service Reps. is private. We ensure data is protected by providing a safe, secure environment. The area that our CSRs work in is pen free & paper free.
We believe it is a serious mistake to outsource your customers data to a facility that is not ISO 27001 certified. |
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Service Levels/ Efficiency
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We exceed industry standards by answering 85% of our calls in 20 seconds or less. 72% of our calls are answered before the first ring is over. In order to achieve this we staff 55% efficiency so we are paying for CSRs to wait for your call 45% of the time; since your minutes never expire and we pay for all the idle time, you have the rare opportunity to achieve 100% efficiency.
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Telco Provider
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Our Telco provider is XO Communications and has been for the last 10 years. All phone and data travels on a redundant fiber and copper network.
-Copper is traditional for phone data transport -Fiber is our new separate path that is faster and more reliable. Our copper and fiber paths are set up for auto fail over. |
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Terms & Conditions
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The main points in the terms and conditions are that you will be leasing phone numbers from us, and your purchase of live customer service minutes is non refundable. You can use our phone numbers for free as long as you generate 25 minutes per month per number.
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WTL- Overview
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Work The Lead is our custom script building product, it allows us to help clients with inbound calls, media tracking, live chat, email response, as well as internet lead follow up.
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WTL- Multiple Campaigns/ Sourcing
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You can manage multiple campaigns. You can have campaigns with different scripts or clone campaigns with different toll free numbers for sourcing purposes. Our toll free numbers are available online at no cost any time you want to start a new campaign.
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WTL- Script
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WTL allows you to build custom scripts online, and this appears to our CSRs on their PC screens in real time. The script, FAQs, and objections can be changed in real time which is great for last minute updates and emergencies.
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WTL- Reporting
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We provide comprehensive real time reporting. You have the ability to view total calls by disposition, by campaign, or by location. You are also able to see caller ID, average call time, call duration, and minutes used.
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WTL- Locations/Lead Distribution
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At TeleDirect you can distribute leads based on percentage, zip code, area code, state, the answer to a question in the script, or various combinations. This ensures that the right people within your organization are receiving the leads or orders you want them to work.
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WTL- Users
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Creating users allows you to give specific people permissions based access. For example, you can give a media company access to campaign reports, but not access to change your script.
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Director Meeting
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You will have a meeting with our Director of Client Services and your dedicated Account Manager who will work with you to design your customer experience. Our Direct of Client Service has 8 years of industry experience and will help you utilize our tools to best serve your customers.
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WTL- Live Chat & Email Response
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We treat each internet driven contact like a live phone call. Immediate response to chats and emails turns website visitors into leads and orders.
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WTL- Call My Leads
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Call My Leads helps create more value out of your Internet leads or list of leads by immediate and consistent follow up. We turn web form inquiries into immediate phone calls. We respond to your potential customers before they walk away from their pcs or try to continue shopping with your competitor.
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WTL- Hot Transfers
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There is nothing stronger than a qualified lead being handed to your sales team. We can hand off the lead to a designated Sales Rep. or call a group of Sales Reps., and whoever answers first gets the lead.
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WTL- Order Taking
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We process orders 24/7 using our Work The Lead Software which integrates with Pay pal, Authorize.net and other credit card processors.
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Business Hour Routing
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Direct IVR software can route calls to your office during business hours and to our center after hours.
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Toll Free Numbers
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We provide toll free numbers free of charge for your active campaigns. You can select a new working toll free number on line 24/7/365. Most call centers charge a monthly fee of $10-$20, plus toll, and often as much as .12 cents per minute.
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