Transact Global places ‘Welcome Calls’ to customers who register with a company for a new service or purchase a new product. The customers are informed about their rights and privileges and are taken through an orientation process wherein they are guided about the best possible ways to make the most of the company’s products and services. Questions are answered and doubts cleared. Efforts are made to ensure customers receive the utmost from their interactions with our representatives.
Most companies prefer outsourcing call centres to perform ‘Welcome Calls’. The welcome call helps us build good rapport and strengthen the bonds between the customers and the company. A positive image of the company is created in the minds of the customers with the aim of promoting brand loyalty. Critical customer data about their current requirements and future expectations is gathered. This is also seen as a good opportunity for introducing additional products and services.
Customer Surveys are pivotal for companies and their prudence lies in call centre outsourcing. Transact Global is aware of the importance of Customer Surveys in measuring the success of a business, its market position and determining loyal customer base. We reach out to a big pool of customers and measure their levels of satisfaction or dissatisfaction with a particular service or product. Keeping in mind the client portfolio different parameters are used to capture the relevant data.
The survey presents itself as a wonderful opportunity to our representatives to engage customers in a conversation and in gathering their opinions and identifying their critical needs. Surveys are conducted either online or through telephone. In some cases the process is automated with the integration of IVR.
The survey helps fill the gaps in customer expectations and is an indicator of purchase and use over a period of time. This helps our clients arrive at the right intersection of desired product quality at the desired price point.
Our Business Intelligence and statistics on collated data provides valuable feedback to the clients on the roadmap to adopt. More so, when new product development is being contemplated our analytics helps in getting in sync with target demographics.
Third Party Verification
Transact Global provides Third Party Verification services to a number of industries. The verification process depends on the type of services provided by the client and differs from one industry to another. However, the bottom line remains the same – establishing the authenticity of the data/information collected.
As a mandatory step a preliminary verification is done for all processes be it Banking, Credit cards etc. When customers call in for enquiries or to register their complaints, their identity is first established and the genuineness of the complaint determined before initiating the redressal process or sharing the requested information. Credit card details are verified before divulging account/ finance related data. In case of banking where securing loans is a multi tiered process, third party verification is done at each and every level to ensure loan is granted to a sound party.
As a BPO service provider servicing many critical industries like Banking & Finance we have access to critical and secure information. Transact Global ensures that at every step care and caution is taken to make sure sensitive data is not passed onto the wrong party or is misused in any way. We have in place a robust verification process to prevent any eventualities. By outsourcing call centres for third party verification it becomes imperative for us to have in place robust data security measures to reinforce the trust imposed in us by our clients.
Lead Generation/Lead Profiling
Lead Generation is a classic example of outbound sales offered by Transact Global wherein we randomly call customers and inform them about the various products and services offered by our clients. A genuine effort is made to generate interest in the minds of the customers by emphasizing on the highlights and benefits of the products and the value additions it can render to them. In instances where the leads are found to be genuinely interested appointments are scheduled with sales representatives for follow up.
We provide Lead Generation to an assortment of industries like Healthcare, Retail, Banking, Education, etc. The data we collect is largely unorganized data. For successful customer acquisitions we profile the leads accurately so that it can be acted upon quickly to avoid the setting in of redundancy.
Transact Global filters the pool of unorganized data to build a profile of the customer to understand the exact requirements and maps it to the client services. If the mapping is successful on many accounts then it is categorized as a successful lead and channeled for further processing. A case in point is banking, wherein the eligibility of the customer for loans is first established before actually processing the lead.
To avoid the leads falling through the crack, Transact Global goes all out to successfully close the loop of Lead Generation, Lead Profiling and Lead Management.
Transact Global offers Inbound and Outbound Telemarketing services as a cost effective sales strategy. For new startups and SME’s Telemarketing outsourcing is a financially viable option for increasing visibility about their brands across the masses and acquiring leads. Outsource telemarketing has been an effective means of advertising for long and the customer response is obtained almost immediately.
Our outbound telemarketing involves cold calling customers at random and informing them about the products and services offered by our clients. In many cases the audiences are receptive and our representatives seize the opportunity to establish a good rapport with the customers and address their concerns, answer queries and discuss various choices that meets their requirements well. Appointments are scheduled for visit by sales representatives. The calls are religiously followed up in an effort at successful lead acquisition.
Transact Global’s inbound telemarketing services include Lead generation, Customer Care, Order Processing, etc to name a few. Customers call our number and request for various services and redressals. The inbound calls are also used as a sales strategy for Upselling and Cross Selling.
Our telemarketing call centre service has helped many SME’s take-off and gain a strong foothold in the market. We have been able to offer Telemarketing at just a fraction of the cost charged by established telemarketing companies.
Transact Global offers Reminder Calls support services also known as Voice Broadcasting Systems that allow hundreds of reminder calls to be streamed out in a minute. These messages can also be personalized by fetching the information from databases. Calls about credit card bill payments and maintaining sufficient account balance, payment of insurance premiums, car servicing etc can be simultaneously broadcast to many customers.
In many instances Reminder Calls have been used as an effective election campaigning strategy wherein recorded speeches are broadcast to thousands of people at a time and at regular intervals. For organizations looking into lean process options automated Reminder Calls is an excellent alternative to human resource. Transact Global offers both automated and manual Reminder Calls services.
Missed Call Support
Transact Global offers Missed Call Support services wherein the customer is required to place a missed call in order to avail a service or speak to a representative. The missed call is picked up and within a short time the call is returned free of cost. Missed call support or inbound calling is offered by many clients as an incentive to customers to place calls without having to pay for it.
As a lead generation technique Missed Call Support gives our representatives an opportunity to introduce new products and services, use it for Upselling as in speaking about the various offers and promotions etc. The callback service can be availed through phones or online. For online services the number is automatically picked by the system and the call is placed by the dialer.
Transact Global offers various time tested marketing strategies that guarantee an upswing in sales and customer experience. Upselling/Cross Selling is one such strategy that helps improve the bottom line significantly where we subtly influence customer decision making and gently persuade them to try upscale products or opt for promos, offers and discounts on combined purchases.
Based on usage and buying patterns the customers need for premium products is first determined before making the offer while Upselling. During Cross Selling our representatives take care to offer products that compliment the product ordered and which can be used in conjunction with the customer’s purchase to complete and enhance the overall user experience of the customer.
In both the approaches Transact Global focuses on improving the customer’s buying experience to ensure an improved level of customer satisfaction post sale, resulting in brand loyalty. Focus is also on helping our clients achieve their target sales volume and bolstering their revenues. We facilitate the accomplishment of all this within the company’s marketing budget and timeframe which proves advantageous to many new start-ups and SME’s with tight budgets.