Whilst VOICE prides itself on it's marketing experience and knowledge of data, when we set the business up in 2006, we understood the importance of having a contact centre set up, that lends itself to delivering consistent and compliant telesales. Many of our clients, from the utility companies, through to insurance and financial services, require a robust, process driven environment, that breeds compliance but not at the detriment of sales ability. Through careful communication and transparent operational practices, we believe that the industry awards that we have gained and most importantly, the longevity of our client partnerships, are testament that VOICE has the blend just right.
Excellence in the delivery of telesales for a client, is by putting together the correct jigsaw pieces. One missing and the partnership will begin to decline. The key pieces are; the capability and experience of the Telesales agents, the data they work on, the proposition and positioning of the product/service being offered.
These pieces of the jigsaw are further 'governed' by additional factors, namely; the longevity of the Telesales agents within the contact centre (continuous attrition will re-start the learning curve and that costs one or both parts of the partnership money), the consistency of data quality/relevance (again VOICE are very pro-active in providing data solutions and ideas from the vast experience we have built up as to what is out there) and the competitiveness of the product/service (the account management of each relationship is crucial to the communication between the partners we feel, so we can exploit opportunities such as an enhanced service from our client i.e. additional insurance cover for the same price or just as importantly, minimise the impact on sales, of for example a price rise.