The agenda at the kickoff meeting with your dedicated Campaign Manager gets your campaign rolling as soon as possible. We discuss three main things: the SCRIPT, the PRODUCT, and TECHNICAL matters.
Script
Product
What type of callers do you expect? Current
customers, potential customers, happy, dissatisfied? From what location, accent, income level? With what expectations?
Exactly what should our Agents say to your callers? You can write the script and Callbox will provide edits and recommendations.
Or, after studying your materials, our experienced Campaign Manager can write your script, which you can edit and approve.
The script evolves during the early stages of the campaign as the Agents discover what works best, having internalized the script and rebuttals.
If you want our agents to perform callbacks,
we need the script for that.
Callbox can email your marketing material and/or QA questionnaire, to each caller following the call. Just provide the script.
Our Agents, who have already studied your product, grill you and your sales people on any aspects they don't understand, and the Frequently Asked Questions they can expect.
We confirm that the information on your website is correct and discuss any out-dated discrepancies that might confuse callers.
We discuss your Agents opportunities to up-sell or cross-sell.
Then it's your turn to quiz your Callbox team on your product in order to illustrate or formulate rebuttals for handling common objections.
The scripting evolves as the test commences. The
nature of telescripts is organic. They require frequent modification or fine-tuning.
Technical
Final Check
How many DIDs (phone numbers) do you need Callbox to acquire and configure for you, and in which
area codes (or tollfree)?
What is the maximum number of expected
simultaneous calls (“channels”)? What is the minimum capacity of simultaneous calls you need
guaranteed? What time of day, and day of week, are they expected?
What is your maximum desired queue depth and/or hold time?
Callbox needs the script to record and prepare your custom “All agents are busy” message and
on-hold message/
advertisement,
or you can send
us your recording.
Select your desired call routing method (usually
round-robin or least-recent)
Specify any required skills/splits
Establish access to your customer database
and/or order taking interface
Confirm the campaign details- number of Agents on
the team, line schedule
Decide who is the main Clientside contact, and who
you would like cc:d.
Discuss campaign expectations- calls/hour, sales
or success/call
("conversion”),
avg handling
time, avg hold time
We provide your Pipeline login/password
Finally we decide on a call rehearsal date, and a campaign launch date, which is usually within
days.
Custom reports, database integration, custom
import/export, or other IT work is available upon
request.
