Generating Incremental Revenue and Reducing Cost with a Predictive Dialler

428 Victoria Avenue

Regina, SK

Canada S4N 0P6

Toll Free: (800) 289-8616

Phone: (306) 359-6893

Fax: (306) 359-6879

www.marketelsystems.com

AGENDA

Manual Dialing

Predictive Dialing

Impact to Business

Solution

Comparative Data

Customer Profile

Business Challenge

Results

2

Manual Dialing

Costly unproductive time

Low Agent Morale

Limited data management

Difficult to manage agent by data

Multiple risks – regulatory and policy compliance

Predictive Dialer

Manages all tasks associated with making a call Uses statistical average to predict when an agent

is available Increases efficiency by simultaneously deliver

the voice call to a telephone and that consumer’s record

Increases average talk time per agent to 50 minutes vs 10 to 15 minutes in a manual call

Manual vs Predictive Dialer

Manual

15

33

820

56

Talk Time (15 min) Dial Number Wait for Dial Tone

Busy No Answ er Answ er Machine

Other

Predictive Dialer

8

50

2

Wait Productive Talk Time Result Entry

* 1 hour

Customer Profile

Publishers Marketing Service, Inc. specializing in renewals and order processing for the publishing industry   

Size: 1.2M calling database Business Application: Telemarketing and

Customer Service Configuration: 40 Agents

The Business Challenge

Proactive customer contact programs are key in:

Providing an on-going customer service Improving efficiency and productivity of the

operation Generating incremental revenue through

subscription Controlling overhead costs Retaining agents

Impact to Business

40 FT Agents * 7 hr * 5 days = 1400 hrs* $15/hr = $21,000/wk

50% renewal * 5,600 * $20 = $56,000 Gross Margin per week = $35,000

Type of Calls

Number of

Attempts%

Distribution

Time with Customer

& Wrap Up (per call)

Manual Dialing

Overhead (per call)

Total Agent Time

(per call)

Right PartyContact 5,600 20% 3.0 min 2.0 min 5.0 minWrong Party Contact 2,800 10% 1.0 min 2.0 min 3.0 minAnswering Machine 2,240 8% 0.5 min 2.0 min 2.5 minNo Answer 14,000 50% 0.25 min 2.25 min 2.5 minBusy 1,400 5% 0.25 min 1.75 min 2.0 minTelephone Dial Tone 1,400 5% 0.25 min 1.75 min 2.0 minOther Condition 560 2% 0.25 min 2.25 min 2.5 minTOTAL 28,000 100%

The Solution

Unified Communication with Predictive Dialer and PBX

Total call compliance VoIP technology Dynamic Scripting Software Real-time web-based reporting

Productivity Increase

ProductiPredict

Avg agent call = 26.46 calls (50 min / 1.89 min) Calls processed = 37,044 (1,400 hrs * 26.46 calls/hr) Right Party Contact increased to 19,496 instead of 5,600 Increase of 3.5 times or 250%

Type of Calls%

Distribution

Time with Customer

& Wrap Up (per call)

Weighted Average

Call Length

Right PartyContact 52.63% 3.0 min 1.58Wrong Party Contact 26.32% 1.0 min 0.26Answering Machine 21.05% 0.5 min 0.05Over Weighted Transaction Time 1.89

19,496

40 FT Agents * 7 hr * 5 days = 1,400 hrs* $15/hr = $21,000/wk 50% renewal * 19,496 * $20 = $194,960 vs $56,000 Gross Margin per week = $173,960 vs $35,000

Total 37,044

9,7507,798

Numberof

Attempts

The Results

Reach a large group of targeted prospects in a fraction of time

Increase agents contact by an average 55,000 customers per month

Double sales revenue over a shorter time frame with the same number of staff

Increase productivity by 250% ROI within 3 months Lower operating cost Increase in Agent morale and retention (32%) Faster access to information Improve customer service

ADVANTAGES Financial ROI within 6 – 12 months

Operational

Increase Productivity by 250%

Lower Operating Cost

Total Call Compliance

Faster Cycle

Better Quality Assurance

Technological

Seamless Integration

Database Management

Scalable

Simple, Reliable, Effective

1

2

Hardware - Pursuit TM

13

Eliminates - Busy signals - No answers - Ringing - Dialing

Integration - Analog compatible - Digital compatible - VoIP compatible

Versatility - Operator computers optional - Telephone keypad entry system - Highly scalable

Effective - Increases productivity by over 200% - REAL TIME reporting – vital stats updated continuously - Allows you to spend more time training your operators how to sell!

IMPROVE YOUR BOTTOM LINE!!!

Real-time web-based reporting Run multiple campaigns simultaneously Use multiple phonebooks in each campaign Large seat capacity Windows Explorer style Interface for Ease of Use Dialer chains can be stored in a remote location Real-time reports and vital campaign statistics Import call-lists and change settings “on-the-fly” Low training time

Software - Prospector

14

Accessible from anywhere, MarkeTel’sweb-based reports enable you to viewan abundance of statistics! Includes,well-written information explaining whateach area means to you!

Build your report simply by enteringthe dates and times of your choice, then click the ‘show report’ buttonand your report will be built in seconds!

Easy navigation!

Productivity pie-chart clearly illustratesthe level of production for all operators

Call summary table shows supportingdata for operator connect behaviour!

We can even choose to view individualoperator statistics!

Web-Based Reporting

15

Individual operator statistics shows ustwo productivity pie-charts – one foroperator production on all campaignsand one for operator production onselected campaign for you to compare

Below the pie-charts is a table showingsupporting data of the selected operator’sconnect behaviour

Included in the individual operator statisticssection are candlestick charts to clearlyillustrate how good or bad that operator isperforming under specific results

Red is generally bad, unless the result is anot interested or skiplist and green is generallygood, unless it is a not interested or skiplist

Web-Based Reporting

16

Pause or stop dialingwhenever you desire!

Easy to monitor vital stats!

Change dialing order andother campaign settingson-the-fly!

Import more phone numbersor add more phonebooks tocampaign while dialing!

Add more operators andassign more chains whiledialing!

Perform multiple tasks orchange settings while dialingmultiple campaigns!

Campaign DialingCampaign Dialing

Prospector TM

17

Dialer Chain StatisticsDialer Chain Statistics Individual Operator StatisticsIndividual Operator Statistics

Dialer Chain Queue StatisticsDialer Chain Queue Statistics

Campaign Dialing Statistics

18

Two levels of compliance:

Maintain your own DNC list by simply downloading either state specific or National DNC lists (these numbers are cross-referenced with those in your phonebooks) onto the Prospector® computer.

TeleBlock®’s IP Based Blocking Service! MarkeTel’s latest TeleBlock® integration service offers centralized control for large and/or multiple location operations. This also means that companies will be able to utilize it regardless of their location and (lack of) technological ability of their local telecom company. Connected with an IP address via a VPN (Virtual Private Network), each number is screened against the appropriate DNC list(s) preventing any costly violations.

Get Automated!

19

Browse through the campaign’s dialing results

You can even perform searchesto find specific dialing result records!

Campaign Dialing Results and Queries

20

Session reports enable us to view important reportingdata to better monitor our operators performance

Keytone Count shows a break-downof results by individual operators as wellas all operators, including totals!

Session Reports

21

Current Status shows the status for each operator, how long they have been in that status and if theyare on a call what the phone number of that call is!

This section shows comprehensive timestatistics for each individual operator aswell as that for all operators, includingtotals!

Session Reports

22

The result entry table shows a break-downof results by individual operators as well asall operators!

The result summary table shows thelatest call results as well as overallphonebook statistics

Web-Based Reporting

23

This graph clearly illustrates the no answer trendsduring the two selected time slots chosen to generatethis report. A highly useful tool when planning whichareas are best to call at which time of day, or whattimes are best to schedule your shifts!

The Compliance Report helps us to seewhether we are within the guidelines ofthe U.S. telemarketing regulations byhighlighting anything that we may havemissed whilst setting up our campaign

Web-Based Reporting

24

View Current Operator Status

Read Manager’s Messages

Memo field for your agents to keep notes of each call

View keytone totals of the session and the entire campaign!

Agents can view the entire recordand can edit/update importantinformation

A new, cleaner, sleeker and more organized look, which includes tabs to SuperScript, a separate Result Entry screen, Options, and your in-house CRM application!

Easily adjust font size

Quickly log-on or off the system at the check of a box!

Double-click to quickly enter the call result and move on to the next call

Virtual Display Pro

25

Scripting Made Easy!Scripting Made Easy!

Create scripts with easeusing the SuperScriptä wizard

To build the script simplyclick to add new controlsand choose your next step

Preview screen allows you to seehow your script is progressing

Easy to navigate through the differentpages of your script, and at the click ofa button, test out your script as you create it

SuperScript TM

26

Required fields

Multiple choice, with the optionto randomize results every time

View/edit call record information

Checkbox

Script appears within Virtual Display Pro’sinterface with a simple flowing browsertype appearance

Includes many otherexciting features!

Rating scale

Collect and ready data for in-depth analysis!

SuperScript in Action!

27