Outbound Call Center Solutions

As companies have become increasingly competitive, and seek ways to reduce costs, increase cross-selling and reduce customer churn while increasing new product or service sales, many are turning to creative outsourcing programs from high quality outsourcers such as First Call Resolution for outside the box thinking on customer service support, sales, and retention capabilities.

We specialize in building creative outbound calling solutions for companies across all industries that help them meet their quality, productivity, and cost goals. We have developed a unique combination of industry knowledge, sales experience, proprietary toolsets and technologies as well as support disciplines that set us apart as an outsource partner. Our capabilities extend to B2B as well as B2C calling solutions.

Our solutions target the following areas of support: Customer Service, Technical Troubleshooting and Informational Updates, Billing Queries, Collections, Surveys / Data Gathering, New Product Selling, Up Sell/Cross Sell Programs, Customer Retention Programs, and Customer Save Programs.

The following are examples of outbound calling programs we have implemented for companies across most industries:

• Customer Re-Acquisition Calls
• Customer Retention Calls
• Follow up Calls
• Lead Generation
• Loan Counseling
• Order Follow Up Calls
• Soft Collections
• Surveys
• Telemarketing
• Telesales
• Up-Selling
• Welcome Calls

As a customer care / customer service project matures over time, First Call Resolution has repeatedly shown that as we gradually learn more about our client’s business philosophies and subscriber base we are able to then provide added value in the following areas of service, sales and support:

• Reduce customer churn
• Increase new product selling
• Increase revenues
• Reduced fraud
• Increase contract re-ups
• Reduced early termination
• Reduced Bad Debt
• Targeting of preferred subscriber base
• Increased service quality
• Service Volume Reductions
• Increased targeted up-selling / cross-selling
• Increased collections
• Customized reporting

Impact Outsourcing using Targeted Outbound Calls

Through the utilization of creative and flexible outbound programs, in areas such as welcome calls, 2 week follow up calls, 6 month calls and retention calls, First Call Resolution is able to build solutions that go above and beyond simply customer care.

The following are advantages First Call Resolution expects our clients to realize as we creative and customize proactive, next-generation projects such as Welcome Calls, Follow-up Calls, Surveys and Retentions Calls that target each client’s specific needs. Our strength is building solutions that focus on specific challenges, and then customizing over time these solutions to achieve required goals. Our experience has shown that each application we build for each of our clients can have a positive impact on their overall business plan both now, as well as down the road. The following are simply examples:

• Ongoing revenue through targeted cross sales / up-sales focusing on increased revenue per customer
• First Call Resolution strongly believes that there is a direct correlation between average revenue per customer, perceived customer value and customer churn.
• Opportunities to increase revenue per subscriber are often programs aimed at educating customers to additional products and services that fit their lifestyle and buying habits.
• First Call Resolution can focus on increasing sales or additional product offerings to the current user base by introducing customers to products and services specifically tailored to their lifestyle, thus making each client’s services more valuable to each customer and that customer less likely to churn.
• Increased service quality at lower costs
• First Call Resolution has consistently proven the ability to lower service costs while increasing service quality through utilization of our Roseburg, OR call center.
• With a high quality, yet low cost employee base, we can fit the bill for any and all solutions and lower your service costs.
• First Call Resolution provides a different approach to servicing each of our client’s customer bases. We directly incent each service and support agent with incentive based compensation, basing their salaries on ideas such as closed sales, service levels, 1st call closure rates, answer time, keystrokes, etc.
• Reduction in unpredictable inbound call volume
• Providing focused outbound programs to new customers who target specific goals can significantly reduce inbound customer service calls by proactively addressing common problems before customers have a need to call for support.
• Both service quality and agent utilization will greatly increase as each program stabilizes; and as a result, we can control inbound volumes more effectively.
• Fraud Detection and Prevention
• New account activation fraud is prevalent across all industries. Initial outbound calls can provide an opportunity to verify user information, confirm their order and reduce the time fraudulent accounts are active.
• Increase in Customer Data Gathering and Data Verification
• Through verification of insufficient customer data, First Call Resolution can provide each client a much more thorough and targeted understanding of their subscriber base for future marketing purposes.
• First Call Resolution can also use these proactive calling programs to gather data as to improvements your customers which to see in the near term.
• Customer Surveys
• Our experience has helped us create models that provide an opportunity to conduct real-time customer surveys during or at the end of each call to capture valuable marketing data concerning your customers’ needs and level of satisfaction.

We look forward to helping you better service, support, sell to and understand your client base in the future. In addition, ask us to show you how we can create new revenue opportunities.