13th August 2009
Putting price to one side for a minute, the other key factor a client wants is quality. But equally as important is also consistency. And it is this last factor most often devoid from negotiations and client briefs. We have set up an extremely robust infrastructure centred around; state of the art technical systems, agent remuneration and most pertinently training. In addition to disciplined telephone agent selection, it is the training and agent development department that sets agencies aside from the rest.After all, if you've identified a great team for your campaign, what measures/processes are in place to replace them if they left, got promoted or (as many smaller agencies have been known to do) the stars of the team get commuted onto another campaign to give it a boost? If you cannot see or understand how the operations team provide contingency and stick to the principles that justified how you found them in the first place, start worrying! To fully understand this point, a prospective client simply has to visit the call centre and meet the key personnel. Another recommendation would be to listen to calls. If you step foot into VOICE, we assure you we'll offer all of this without you needing to ask!
Price is an interesting point in today's economic climes. Of course client's want, need even, value for money but the relationship clearly still needs to be a partnership, that includes the agency. After all, if you found an agency that is pushed against the wall on price, it is not surely too likely that you be rewarded with their top telephone agents and management! That said, top agencies can still be competitive and effective in this recession, as proven by us at VOICE. We have added 85 telephone agent positions into the agency within the last 9 months.
As far as price