The challenges of managing customer and contact data have always been a primary focus for Telnet.
Over the past ten years we have used our own in-house technology to solve many business challenges, making it easier for us to manage the complex customer interactions we deal with every day for our clients.
Telnet guarantees a high level of security and the availability of all critical telephony services in the event of failure or disaster to ensure “Business as Usual” applies.
Alternative physical connections to the telecommunications network through our relationships with Telecom,Vodafone, WxC and other carriers ensures full redundancy of our access to the telephone network in the event of a failure of one of Telnet’s links.
Our Computer Servers are designed from the outset to be fault tolerant and highly available, with hot-swappable and hot-standby hardware to provide assurance during any failure. Our PABX telephony infrastructure is also designed for reliability. Power to IT systems is managed through battery backed uninterruptable power systems,and a dedicated auto-start diesel generator.
Telnet takes this a step further, partnering with disaster recovery specialist Plan-B to provide real time online backup and recovery, server and PABX hosting and physical relocation capability in the event of a disaster, to one of Plan B’s nationwide network of recovery locations.
Telnet has an enterprise-grade unified threat management system, utilising encryption and multi-level password controls to secure access to our computer systems and data.
Intelligent disk management provides a high level of data integrity and security. Computer controlled restricted access to the premises is assured, including integrated 24 hour digital video surveillance and recording to our contact centre and building entry/exits.
ContactSuite for Outbound
Let Your Agents Spend More Time Selling
Sales are your life blood. ContactSuite Outbound helps your sales agents spend more time selling.
Power dialing puts your agents in touch with prospects with just one click and ContactSuite’s automated scripting guides agents through each call, ensuring that information is communicated consistently.
The integrated knowledgebase gives agents immediate access to product information, policies and FAQs and objection handlers help them overcome buying resistance. Automated address validation ensures that agents record valid customer details. You can even have email addresses automatically validated.
Once your agent has made a sale, ContactSuite’s automated workflow can trigger fulfillment processes, such as automatically emailing an information sheet to the customer, or producing a mail merge document for posting. It can even update other systems needed for sales fulfillment, such as an order entry application or CRM.
Help Your Agents to Sell More
A sales agent’s job is hard enough as it is. ContactSuite Outbound helps your agents to focus on selling, without having to worry about the sales process itself.
ContactSuite lets agents easily view the interactions a prospect or customer has had with your business in the past. Agents can use this information to guide how they interact with the customer, perhaps offering an upsell or a cross-sell, or creating rapport by referring to a previous interaction.
Scripting helps agents follow a sales process honed from previous campaigns – one that generates good sales and low complaint levels. Scripts can be updated in real-time so improvements can be rolled out continuously through the sales campaign.
Treat Your Prospects and Customers Respectfully
During dialling, ContactSuite shows the agent details about who they’re calling so they can greet them by name and speak knowledgeably about their potential needs and any previous interactions they’ve had with your business.
If a customer or prospect wants to be called back for any reason, ContactSuite’s automatic callback feature will prompt the agent to make the call when the time comes. Or if they don’t wish to be contacted again, with one click, the agent can place the prospect’s details on a Do Not Call list.
ContactSuite can enforce dialing rules covering how often each prospect should be called and at what times of the day.
Prospects often ask for more information to help with their buying decision. ContactSuite can automatically email a brochure or a link to your website and schedule a callback in a few days’ time.
Know How Your Campaigns Are Going
It’s vital to always know how your campaign is going and whether your sales agents are performing well. ContactSuite Outbound eases this challenge with its comprehensive information capture and reporting features.
Online, real-time reports give you an immediate view of agent and campaign performance and include sales volumes, number of dials made, number of contacts achieved, sales per hour, contacts per hour and even the cost per sale.
Call outcomes are tracked using Call Conclusions which can be used for reporting and to trigger other actions. A call conclusion of “Sale” can trigger a fulfillment process or update an agent’s incentive bonus. A “Not Interested” conclusion can prompt the agent to ask more questions to find out why. This information is useful for decision making and for fine tuning the campaign.
Management of leads is another important consideration. ContactSuite manages the process of loading leads (manually or automatically), de-duplicating leads, checking that phone numbers are valid, washing leads against Do Not Call lists and determining whether a lead should be loaded because it’s been recently attempted.
No Investment Needed – Just a Monthly Subscription
Why spend money on expensive telephone and sales campaign management systems when you can just rent them when you need them?
ContactSuite is a cloud-based service charged for per seat per month with no investment needed in hardware or software. You don’t even need a telephone because ContactSuite uses your PC to make phone calls. Just plug in a headset, login to the ContactSuite website and start selling straight away, from anywhere. Calls are routed over the Internet so you’ll mostly only pay local-call toll charges.
ContactSuite’s optional call recording feature records every call and stores them online for as long as you need. You can use the recordings to evaluate agent performance and as a record of each sale or conversation.
There’s no need to worry about backing up your valuable data – ContactSuite does it all for you.
Use the Tools the Professionals Use
By choosing ContactSuite, you’re accessing over 20 years of experience that we’ve gathered from providing outbound telemarketing services to NZ and Australian companies. We developed ContactSuite to address the specific needs of our industry and each year, we use it to generate thousands of sales for our clients, making us one of the largest outbound telemarketing operations in New Zealand.
Other companies using ContactSuite include energy providers and companies involved in finance and insurance, telecommunications and health and beauty industries.
Join the ContactSuite team and let your sales agents focus on selling while ContactSuite Outbound looks after the rest.
ContactSuite Outbound Key Features
- Branching scripts with embedded data capture
- Integrated knowledge base
- Custom objection handlers
- Call outcome classification
- Automated fulfillment actions
- Mail merge integration
- Address and email validation
- Scheduled callbacks
- Customer interaction history
- Multi-product selling
- Power dialling
- Lead data preview
- Lead management tools
- Do Not Call management
- External system integration
- Online real-time reporting
- Per seat per month pricing
- No capital investment
- No data backups
You can view samples of ContactSuite’s outbound reports here
Find out more about ContactSuite’s capability here
Our systems enable our agents to gather real-time information when they are talking to your customers. By accessing your secure reporting portal through Telnet’s website you can get up to the minute reports, data downloads, and statistics from anywhere in the world and analyse it at the touch of a button.
With Telnet you are always kept fully informed of your campaign progress so you can make the best decisions about your business. By monitoring customer responses in real-time you can adjust your campaign on the fly to maximise results. Our clients aren’t the only ones with real-time information at their fingertips. When fielding enquiries our agents also rapidly access data using Telnet’s own ContactSuite CRM or our client’s own database or CRM system. By streamlining data updates, Telnet can integrate with clients’ systems using almost any secure technology available.