ccr short 08
DESCRIPTION
TRANSCRIPT
Business Process Outsourcing
Drew Grdina – President – 216.702.3184
23550 Commerce Park Drive
Suite 5000Beachwood, Ohio 44122
440.484.2400 / 877.412.6936
Who We Are: Business Process Outsourcer (BPO) Privately Owned and Founded in 1974 Two Call Centers: Beachwood, Ohio Inbound/Outbound Customer Contact Nationwide Collections Services National Client Base Network System Integration Web – Based Interactive Tools & Reporting Multi – Layered Data Protection State of the Art Dialer and Software
Systems Scalability with capacity of 600+ seats Customized Reporting
Offered Products and Services:
Inbound / Outbound: Enrollment/Activation Programs Survey and/or Data Collection Marketing Support/Chaser Calls “Click to Call” Enrollment/Transfer
Programs Lead Generation/Telesales New Customer Acquisition Customer Retention / Winback Customer Service Up-selling / New Product Offers Call Overflow Membership Recruitment Broadcast Messaging Sales Support Appointment Setting Live Chat Online Fundraising
Healthcare/Insurance Clients:
Clients:
Clients∞ Cleveland Clinic
∞ Insurance.Com
∞ Columbia Gas of Ohio
∞ Nationwide Insurance/Nationwide Better Health
∞ First Marblehead Corp.
∞ Parma Hospital
∞ Medical Mutual
∞Insure.com
∞ Lorain National Bank
∞Washington Gas & Energy Services
Technical Overview
Call Flow Scripting
Contact with named insured, but
no OSR Available
Contact
Contact with named insured
Dialer detects Voicemail (VM)/
Answering Machine
Agent is connectedwith VM & leaves
Message
Pre-Recorded Message: “Thankyou for your recent request for
competitive insurance rates. Onemoment while I connect you
with the next available representative to assist you insaving money on insurance.”
“Hello my name is _________calling on behalf of Company
regarding the insurance quoteyou requested. I have a licensed agent available to complete your
quote and provide you with up to 4 insurance quotes. One moment
while I transfer you to a live agent.”
Pre-Recorded Message: “Thankyou for your recent request for
an insurance quote from COMPANY. Please call #### to
speak with a licensed insuranceagent 7 days a week (Hours).
The sooner you call the sooner we can start saving you money.”
After 5-10 seconds of music (TBD) “Thank
you for waiting a representative will be
with you shortly.” Repeatuntil OSR gets on the line
If yes, “Great, this callmay be recoded for
quality purposes.” Call appropriate 800#, follow
Steps)
If no: “I understand what time would be good for us to call you back in
order to finish the quoteto see how much we can
save you.”
If customer statesday/time, setup a
call back
If still no: “ You can call usback at your earliest
convenience to finish the quoteand see how much we can
save you.” Provide call backnumber and hours.
3rd party states NI is notavailable, rep sets up a call back and/or dispos to have
dialer call a secondary #
3rd Party, ok to transfer if spouseor child under 18
Rep dials numberif different from
secondary #provided
Rep hits terminationCode to play a
Pre-recorded message
If # is same as secondary # rep dispos to have
system dial 2nd #
3rd Party provides anothercontact # to reach NI, rep
leaves contact info andthen manually dials
alternate #.
Rep contactsName Insured
Rep not able to contact NI, dispos
for dialer to call2nd number
Spanish Outreach Flow
Sample Staffing Model
Thank You for taking the time to review this information
23550 Commerce Park Drive
Suite 5000
Beachwood, Ohio 44122
440.484.2400/877.412.6936
Drew Grdina - President - 216.702.3184Drew Grdina - President - 216.702.3184