Excellent
customer relations can maximize profits for
businesses of all sizes. By making it easy
for customers to place orders and to ask questions,
businesses are providing an appreciated service
for their customers and they are maximizing
the profit value of such customers. Good service
and positive experiences will generally encourage
customers to begin doing business and to continue
doing business with a particular company.
Efficient order taking can also lead to efficient
up-selling and cross-selling of compatible
products.
These customer relations’ functions
can be performed internally or can be easily
and efficiently outsourced to customer relations
professionals such as AP. We can save your
business time and money, make your efforts
concerning your customers more efficient,
provide your customers with excellent service
and become a strategic ally to you in turning
your visions into reality.
By adopting similar strategies, governmental
entities can also benefit by minimizing their
customer service costs through outsourcing
such functions to efficient private companies.
Our core competencies may increase your efficiency
while lowering the demands on your budgets.
For your benefit, our services include the
following:
A. Call Center/Correspondence Center
(Customer Relations Services):
Sample Incoming Call Services:
- Efficient, Centralized Place for Customer
Contacts
- National Toll-Free Telephone Line Management
- Take and Process Orders (Advertisement Responses,
Direct Marketing Responses, Catalogue Sales,
Website Responses)
- Up-Sell and Cross-Sell Compatible Products
- Classified Ad Responses
- Respond to Customer Inquiries
- Handle Crisis Management Issues and Inquiries
From Customers and Media
- Third Party Verification of Orders/Customer
Consent
- Product Information
- Dealer Location Service
- Gather and Compile Information/Data into
Useable Form: Customer Inquiries, Complaints
and Concerns, Requests for Action.
- Request a Quote
- Register Participants for Events
- Help Desk
- Overflow/After Hours Customer Service
- Emergency Service Response (e.g., Doctors,
Plumbers)
- Paging Service/Customer Retention Calls
- Executive Telephone Secretary/Off-Site Receptionist
(Small Companies With More Established Company
Persona)
- United States Customer Service Location
for Companies Primarily Located Overseas
Sample Outgoing Call Services
(Business to Business/Existing Business Relationship
with Clients):
- Identify and Pre-Qualify Interested Customers
- Set up Appointments for Follow-Up Calls/Meetings
- Conduct Survey/Research Calls (Place Calls
and Compile Data)
- Employment Verification
- Appointment Verification
- Agent Call Backs
- Website Promotion
- Upcoming Event Notification/Registration
- Community Affairs and Alerts (Targeted Timely
Mobilization)
- Marketing of New Services/Features
- Ignite New Interest in Existing Services/Features
Sample Correspondence Services:
- Review and Organize Written and E-mail Correspondence
(Compile into Useable Form)
- Respond to Written and E-mail Correspondence
- Library of Customer Response Form Letters
- Hand Address Marketing Pieces to Increase
Response Rate
- Envelope Stuffing
- Input Customer and Vendor Data Into Useable
Form
B.
Advisory Services:
Call Center Management, Customer Relationship
Management, Direct Marketing, Public Relations,
Government Relations,
Crisis Management
We are dedicated to applying our extensive
knowledge and experience to help businesses
and governmental entities to maximize their
potential. We work to turn our clients’
visions into reality.
Sample Advisory Services:
Internal Call Center Management Services:
- Evaluate Internal Call Center/Correspondence
Center Performance
- Create Your Own Call Center
- Cost Analysis and Reduction
- Maximize Your Order Processing Results
- Identify Ways to Improve Internal Customer
Relations
- Call Abandonment Analysis and Improvement
Plans
- Identify Ways to Improve Internal Customer
Relations Cost Efficiencies
- Maximize Cost Efficiencies
- Productivity Analysis – Increase
Productivity
- Staffing/Scheduling Analysis
- Decoy Test Calling To Improve Response
Time, Service Quality
- Training For Customer Relations Professionals
(On-Site or In Our Center)
- Script Drafting and Analysis
- Library of Customer Relations Form Letters
- Technology Analysis
Customer Relationship Management
Services:
- Customer Demographic Review
- Increase Sales by Managing Development
and Retention of Customers
- Customer Service Review
• Business to Business
• Call Center Operations
• Fulfillment Center Operations
• Retail
- Customer Service Training
Direct Marketing Services:
- Evaluate Existing Direct Marketing Efforts
- Customer and Market Analysis
- Discuss Marketing/Product Goals with Management
- Compile and Articulate Marketing/Product
Goals
- Craft Direct Marketing/Messages
- Develop Marketing Pieces and Advertisement
(art, layout)
- Develop Presentation Materials
- Prepare Comprehensive Marketing Plans
- Direct Marketing Analysis and Response
Review
- Train Internal Customer Service Representatives
on New Marketing Goals
- Evaluate Out-Sourced Call Center/Customer
Service Performance
- Electronic Commerce
- Direct Mail Trade Show Strategies
Public Relations Services:
- Handle Media Inquiries
- Define the Desired Public Image
- Develop Positive Media Strategy and Coverage
- Implement Media Strategies
- Issue Management
Government Relations Services:
- Develop Legislative Strategies
- Develop Regulatory Strategies
- Governmental Meeting Preparation
- Governmental Meeting Representation
Crisis Management Services:
- Crisis Prevention Planning and Analysis
– Prepare In Advance
- Manage Risk
- Protect Corporate Reputation and Brand
Image
- Crisis Management Strategy – Take
Positive Action
- Crisis Management – Drafting Press
Releases
- Crisis Management – Corporate Questions/Answers
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