Ccr Short 08 (2)

Download Ccr Short 08 (2)

Post on 29-Nov-2014




3 download

Embed Size (px)




<ul><li> 1. Specialists in Outsourcing Drew Grdina President 216.702.3184 23550 Commerce Park Drive Suite 5000 Beachwood, Ohio 44122 </li> <li> 2. Who We Are: <ul><li>Business Process Outsourcer (BPO) </li></ul><ul><li>Scalability to 300 additional seats </li></ul><ul><li>Two Call Centers: Beachwood, Ohio </li></ul><ul><li>Inbound/Outbound Customer Contact </li></ul><ul><li>Nationwide Collections Services </li></ul><ul><li>National Client Base </li></ul><ul><li>Network System Integration </li></ul><ul><li>Web Based Interactive Tools &amp; Reporting </li></ul><ul><li>Multi Layered Data Protection </li></ul><ul><li>State of the Art Dialer and Software Systems </li></ul><ul><li>Fortune 100 and Boutique Call Center Capability </li></ul><ul><li>Customized Reporting </li></ul></li> <li> 3. Offered Products and Services: <ul><li>Inbound / Outbound: </li></ul><ul><li>Enrollment Programs </li></ul><ul><li>Survey and/or Data Collection </li></ul><ul><li>Marketing Support/Chaser Calls </li></ul><ul><li> Click to Call Enrollment/Transfer Programs </li></ul><ul><li>Lead Generation/Telesales </li></ul><ul><li>New Customer Acquisition </li></ul><ul><li>Customer Retention / Winback </li></ul><ul><li>Customer Service </li></ul><ul><li>Up-selling / New Product Offers </li></ul><ul><li>Call Overflow </li></ul><ul><li>Membership Recruitment </li></ul><ul><li>Broadcast Messaging </li></ul><ul><li>Sales Support </li></ul><ul><li>Appointment Setting </li></ul><ul><li>Live Chat Online </li></ul><ul><li>Fundraising </li></ul></li> <li> 4. Healthcare/Insurance Clients: </li> <li> 5. Clients: </li> <li> 6. Clients <ul><li>Cleveland Clinic </li></ul><ul><li>Insurance.Com </li></ul><ul><li>AOL </li></ul><ul><li>Nationwide Insurance/Nationwide Better Health </li></ul><ul><li>WellCorp </li></ul><ul><li>Parma Hospital </li></ul><ul><li>Mecical Mutual </li></ul><ul><li> </li></ul><ul><li>Lorain National Bank </li></ul><ul><li>Washington Gas &amp; Energy Services </li></ul></li> <li> 7. Technical Overview </li> <li> 8. Call Flow Scripting Contact with named insured, but no OSR Available Contact Contact with named insured Dialer detects Voicemail (VM)/ Answering Machine Agent is connected with VM &amp; leaves Message Pre-Recorded Message: Thank you for your recent request for competitive insurance rates. One moment while I connect you with the next available representative to assist you in saving money on insurance. Hello my name is _________ calling on behalf of Company regarding the insurance quote you requested. I have a licensed agent available to complete your quote and provide you with up to 4 insurance quotes. One moment while I transfer you to a live agent. Pre-Recorded Message: Thank you for your recent request for an insurance quote from COMPANY. Please call #### to speak with a licensed insurance agent 7 days a week ( Hours). The sooner you call the sooner we can start saving you money. After 5-10 seconds of music (TBD) Thank you for waiting a representative will be with you shortly. Repeat until OSR gets on the line If yes, Great, this call may be recoded for quality purposes. Call appropriate 800#, follow Steps) If no: I understand what time would be good for us to call you back in order to finish the quote to see how much we can save you. If customer states day/time, setup a call back If still no: You can call us back at your earliest convenience to finish the quote and see how much we can save you. Provide call back number and hours. 3 rd party states NI is not available, rep sets up a call back and/or dispos to have dialer call a secondary # 3 rd Party, ok to transfer if spouse or child under 18 Rep dials number if different from secondary # provided Rep hits termination Code to play a Pre-recorded message If # is same as secondary # rep dispos to have system dial 2 nd # 3 rd Party provides another contact # to reach NI, rep leaves contact info and then manually dials alternate #. Rep contacts Name Insured Rep not able to contact NI, dispos for dialer to call 2 nd number </li> <li> 9. Spanish Outreach Flow </li> <li> 10. Sample Staffing Model </li> <li> 11. Thank You for taking the time to review this information 23550 Commerce Park Drive Suite 5000 Beachwood, Ohio 44122 Drew Grdina - President - 216.702.3184 </li> </ul>