Step 1: Project Approach
- Assigned VGSMi Client Service Manager
- Provide Non Disclosure Agreement upon the goals and scope of the project
- Provide Toll Free 800 number for your clients
- Determine script directions, appropriate call dispositions, training requirements
- Determine staff requirements
- Transfer data in acceptable formats. VGSMi provides Secure FTP or Private VPN
- Determine database requirements, reporting needs and parameters
- Overall average process will normally takes from 1- 2 weeks
- Approve and Agreement of Service Contract
Step 2: Initial Set Up
- VGSMi analyst gathers initial information and feedback
- Makes calls using the script and provides an evaluation of the project
- Necessary modifications are an on-going process between the client and VGSMi
QA team
Step 3: Creation of Database and Reporting Design
- VGSMi CRM database can interface and convert to a variety of client legacy
database formats, deliver an invaluable database, variety of reports and
information can be generated
- A wide range of custom reports can be designed and provided
Step 4: List Management and Enhancement
- VGSMi imports / exports lists from the client in the preferred format
- Clients occasionally provide VGSMi with multiple lists. Lists are de-duped, field
layouts are determined
- Client lists can be cleaned, enhanced and expanded during a comprehensive
data-scrubbing program
Step 5: Training
- VGSMi Client Service Manager trains our internal program Agent team to
familiarize them with the client strategy, business specifics and goals
- VGSMi encourages client involvement in caller training. Training and QA coaching
continue throughout the duration of the client program
- Agents are rigorously tested on the specifics of each campaign before they make
their official first call
Our training agenda includes:
- Discussion of program objectives
- Client objectives
- Company background
- Specialized call performance objectives
- Detailed explanation / demonstration of client product, services or event
- Role playing of the script
- Review of preliminary test calls
- Script, database and navigation components
STEP 6: Quality Assurance and Development
- VGSMi has a QA (Quality Assurance) department dedicated full-time to agent
monitoring and coaching
- Weekly Agent reviews include a discussion of performance evaluation averages
- All Agents complete monthly call performance self-evaluations
- Instructional computer books and tutorials are available for all Agents
- Skills Workshops are conducted periodically on Sales strategy and Customer
Service techniques as well as on recent developments in the technology
STEP 7: Monitoring and Recording
- All Agents and Campaigns are monitored and evaluated daily
- Call monitoring methods include live, remote, desk-side and voice-activated
recording
- All monitored calls are recorded for use in individual and group coaching
- Edited campaign recordings can be made available for Client review on tape or
CD format
- Call recording is available for campaigns requiring sales verification
STEP 8: HR & Staffing impact
We are extremely proud of our employees, and would like you to know something about
our unique team and their capabilities:
- 100% have BA or BS degrees
- 100% certified in Medical Transcription
- Rigorously trained and motivated to provide our clients with value and quality
of service
- All employees are well compensated
- Team bonuses are implemented for doing exceptionally well in special programs
|
