For outbound telemarketing automation, Greene uses the Ensercle dialing system from the firm S.E.R. Ensercle enables us to run campaigns in a predictive dialing mode, in which the system pre-dials leads for our telesales representatives. This process "weeds out" no-answers, busy signals, and phone numbers that are out-of-service. This ensures that our representatives take only live calls, maximizing contacts and list penetration in the shortest amount of time.
We can also run campaigns in what is known as preview dialing mode. This is similar to the traditional, one-call-at-a-time style, except that the representative does not need to dial the phone manually. The system dials the number with the press of a key, substantially increasing the rate of contacts per hour.
Ensercle also facilitates the running of inbound, blended, and interactive voice recognition (IVR) campaigns, including the receiving of calls from our clients' existing or prospective customers.
Additionally, Ensercle accommodates all requirements as outlined in the FTC's Telemarketing Sales Rule. To assure that Greene remains compliant with this legislation, Ensercle offers the ability to 1) digitally record all calls, during the call, for verification of a customer's authorization of payment for goods or services, or that of a donor's charitable contribution; 2) play a recorded message to the person answering the call if a sales representative is not available to speak with the answering party within two seconds of the answering party’s receiving the call. The message will be unique to the particular campaign, and will state the name and phone number of the seller or organization on whose behalf the call is being placed; 3) transmit a telephone number to a consumer's caller ID service (number will also be unique to the particular campaign); and 4) ensure abandonment rates of no more than 3% of all calls answered each day, per day, per campaign, when properly operated.
Once a customer agrees to an offer, our telesales representative seeks approval from the customer to digitally record the information necessary to process the order and the accompanying customer information. The telesales representative will then capture the name of the party agreeing to the offer and, for business-to-business calls, their job title, company name, address of the office or other type of location being called, etc., and will then reiterate the terms of the offer . A ll of this is digitally recorded. Both recording and actual order are then reviewed by a quality control representative to ensure integrity and accuracy. As an option, we can create and email a confirmation letter at no additional charge, reminding the customer that product is about to be sent and/or service to begin, and reinforcing the terms of the offer. These letters aid in reducing returns by catching early those few cases of buyer remorse. This helps further increase the ratio of orders actually paid for to the number of orders taken.
Some of your products or services may be of such a complexity that their presentation sometimes requires the input of one of your own in-house sales representatives, engineers, or consultants. For this situation, Greene offers the capability of transferring – to your internal sales, consulting, or professional group – certain live calls judged by our representative as having a better chance of generating an order if handled by an in-house professional with more in-depth product knowledge. This feature can be enabled by either a "warm" transfer feature, in which Greene's teleservices representative announces the call to your in-house representative just prior to completing the connection; or a "hot" transfer, in which the call is connected upon your representative's picking up the line, but without the announcement. Either feature carries a small fee per live connection. Both enable you to enjoy the best of both worlds - the high contact volume of an outsourced telesales effort, and the higher-level expertise of your internal people - and to maximize every selling opportunity.
Each of Greene's locations has a set of circuits from two (2) different telecom vendors, minimizing the likelihood of any "down time" and maximizing overall reliability. Greene also has "24/7" IT support from its software provider, S.E.R.
Digital Recording of Order Confirmation