Frequently Asked Questions
What is telephone account management, and how can it benefit my business?
Telephone account management involves managing and enhancing customer relationships. It can be used as a marketing strategy that promotes products or services, generates leads, and makes sales using the telephone. Client Connect’s Client Relationship Specialists reach out to prospective customers through outbound calls, engaging in activities such as cold calling, warm calling, conducting surveys, appointment setting, and follow-up calls. The objective is to engage prospects, generate interest in the business, with the ultimate aim of converting leads into customers and creating goodwill for your business through proactive contact.
What types of businesses can benefit from telephone account management services?
Client Connect’s services are suitable for businesses of all sizes and industries, as long as you have customers to engage with. Whether you're a startup, small business, or large enterprise, outsourcing proactive customer communications can help streamline operations and improve customer relationships.
What services do you offer as a telephone account management provider?
Our services include but are not limited to lead generation, cold calling, existing customer retention, dormant customer reactivation, appointment scheduling, market research, and feedback collection. We customise our solutions to meet the specific needs and objectives of each client. Read more here.
Where are you based?
Client Connect is a New Zealand based company, and our team work remotely all over the country. This allows us to tap into a talent pool that is not limited by geography, and our team enjoy work/life balance, which is something we greatly value. We are not an offshore call centre.
How does your team handle customer inquiries if you don’t know the technical side of our business?
Our team of trained professionals uses a customer-centric approach to handle all interactions with care, empathy, and professionalism. We work with you in the initial stages of account setup to understand what you do and how you want your business to be presented to potential new clients. Our job is to identify opportunities for leads to enable you to make warm introductions. During the set-up process, you will be asked to identify some questions that our team may be asked that they can answer easily. Any questions that are beyond the scope of your Client Relationship Specialist will be referred to you to make contact directly.
How do you ensure quality assurance and performance monitoring?
We implement robust quality assurance measures, including call monitoring, feedback sessions, performance evaluations, and continuous training and development programs for our team members. We encourage mentoring relationships between seasoned team members and newcomers. This ensures that we consistently deliver a high-quality service. We will always be open and transparent with you about the progress of your calling, and if we feel that we are not getting traction, we will inform you promptly to discuss a different strategy.
Can I customise the services to suit my business requirements?
Yes, we offer flexible solutions that can be tailored to your unique business requirements. Whether you need a comprehensive account management solution or specific services to complement your existing operations, we can customise our offerings to align with your goals and objectives.
What is the 12-month lead pipeline?
The leads we generate are entered into a lead pipeline, which is prioritised based on urgency. Hot leads, indicating prospects ready for immediate engagement, are communicated to you for your team's action at the time of the call. Following this, it's at your discretion whether we continue to monitor lead progress with your team. Should any hot leads fall through, you have the option to return them to our team for further follow-up and requalification during the call cycle.
Warm leads are managed by our Client Relationship Specialists. They employ strategic and managed follow-up procedures until the prospect is deemed ready to proceed. When this happens, the lead is notified to you. This approach effectively eliminates you dealing with time-wasters, as the leads we provide are primed and prepared for meaningful engagement.
Which CRM do you use? Can your team use our system?
i-Track is included in all of our ongoing calling packages. Developed by Client Connect in New Zealand, i-Track is a CRM that is tailored to our needs. It enables us to maintain comprehensive records of every contact attempt, logging detailed discussions for every call. Our Client Relationship Specialists use i-Track to schedule follow-ups for subsequent calls, ensuring no contacts slip through the cracks. This systematic approach establishes a structured call cycle, guaranteeing thorough outreach.
With i-Track, we effectively manage a 12-month lead pipeline, diligently following up on future leads until the customer is ready to engage. i-Track collates call results and outcomes, allowing us to provide you with comprehensive reports. This ensures transparency and allows for informed decision-making based on real-time data.
Client CRMs can be used, provided they have the functionality we need for effective calling and management of your account.
What are the benefits of outsourcing telephone account management services?
Outsourcing telephone account management services can result in cost savings, increased revenue, scalability, access to specialised expertise, improved customer satisfaction, market insights, and the ability to focus on core business activities while we take care of your outbound calling. It also allows you to adapt quickly to changing market dynamics and scale your operations as needed.
How much does it cost?
At Client Connect, we tailor our services to meet the specific needs and requirements of each client. Each assignment is different, with unique factors such as the scope of services, the parameters of the project, and the level of customisation required to achieve your goals effectively. We believe in providing value-driven solutions that align with your objectives and budget. To ensure we offer you the most accurate pricing information and a solution tailored to your needs, we would like to learn more about your project requirements and discuss how we can best support you. The first step is a brief consultation to further explore your needs and provide you with a personalised quote. This will allow us to provide you with a comprehensive understanding of the investment required and how our services can benefit your business.
How can I get started with your telephone account management services?
Getting started is easy! Simply contact us to discuss your requirements and objectives. Our team will work closely with you to understand your needs, develop a customised solution, and implement a seamless transition process. We're committed to helping you achieve your business goals through our tailored customer relationship management services.