Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

How do you ensure the quality of the leads?
There are several procedures we employ to ensure quality results. Our Call Center Agents are paid hourly and given monthly bonuses based on customer satisfaction and the quality of the results, not per lead. This keeps our Agents focused on the needs of each individual client and the quality of what they are sending you. A critical determining factor in the success of an Outbound campaign is the quality of the list. Our list brokering service can help you with determining your target market and acquiring a fresh, accurate list of only those prospects that fit your business model.

How do I receive my leads?
We can e-mail your leads as well as your daily or weekly summaries. Or you may choose our online access set up, which enables you to log into your database and download your results and update your calendar directly. Choose the option that best suits your business and schedule.

Do you share my list and data gathered with your other clients?
Absolutely NOT! Because we are calling on your behalf, we work for YOU. Therefore, any lists & information gathered is your proprietary information.

Does a computer do my calling or is it a live person?
Although our computers track & manage every call we make to ensure accurate database management, there is ALWAYS a live person calling on your behalf. We do not use artificial pre-dialing or predictive dialers. The called party will be left with the impression that the call was made by your personal assistant or a representative of your firm.

Do you provide a toll free number?
No, you must first obtain a toll free number for your business with the telephone company. You would then instruct that your toll free number vendor to route the calls to a local telephone number that we will provide to you. Your toll free calls will then be routed into our office.

How do you know the call is for my account & how do you track it?
The number that we provide you with is associated with your account or “project” via our advanced telephony system. We custom create the system prompts and routing choices for your account. Your caller hears the greeting message that you specify and our agents see your company name displayed on their screen along with the inbound call. Our reporting system records that the call was placed to your company's assigned number. It also keeps track of such information as the length and time of the call.

What happens when an agent is not available to take an inbound call?
If all the agents assigned to your account are occupied on the phone, your caller will hear a hold message that details 3 options:

Press 1 to leave a voicemail message; if the caller chooses this option they will be transferred to a voicemail box for your account. After the message is recorded it will be routed via e-mail to the next agent who becomes available. The agent will be notified on screen and must accept that task before taking any additional calls.
Press 2 to leave a call back number; if the caller chooses this option they will be prompted to touch tone their 10-digit phone number on their phone keypad. This option enables them to keep their place in the hold line, without staying on the phone. When the next agent becomes available, a callback notice will appear on their screen and the computer interface will automatically dial the number your caller entered.
Continue to hold for the next representative; if the caller chooses to remain holding, the caller will be routed to the next available agent as soon as they disconnect from their previous call. Your account can also be designed for overflow ACD routing. If the caller decides to hold the line for an agent and is on hold over one minute, the call can be routed to an additional set of agents. This type of “back-up” plan is only needed for extremely intense call volumes.

What changes do I need to make to my website to enable your live help services?
Don’t worry, it's simple! We will provide you with a button linked to your Live Help project on our server. All you have to do is place the button on your site. No maintenance or complicated revisions to your site are required.

How much does your service cost?
Outbound pricing is based on an hourly rate and Inbound pricing is per minute. Minimum commitments are required. A base volume is necessary if you are interested in 24 x 7 operation. However we do NOT charge for the following:

Initial set-up fees (unless custom programming is required)
Database management
Database conversion
Script development
List development
Printing
Long-distance charges
Confirmation calls
Delivery of data

Reduced pricing available for a one-year commitment and high volume accounts. Contact us for details.

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