Telesales & Telemarketing

In today's business environment, the telephone provides an immediate , personal and extremely valuable point of contact. If used in a proficient way, it can give you the human touch you need to find new customers.

Using our own team of highly trained and motivated telemarketers we can call your potential customers to establish their requirement for your services. We always wish to know comprehensive details about your company and services to ensure we represent you in the best possible way.

All businesses require a constant flow of new leads and sales to maintain continued positive growth. Our Customer Marketing and Sales solutions are the services needed to meet your goals, while staying within your budget.

To maximise the success of your campaign, Redfin has devised a run through of the main stages of the campaign that we focus on:

• Data - We can source data for you by category and region, if required.

• Script – We can either work from your own script or develop a script that is pre-agreed with you.
 
• Training - All our team are fully trained on your aims and objectives.

• Monitoring - Calls are monitored by the Project Manager to keep the campaign on target.

• Results - These are passed to you each day

• Report - This full Project Management Report details all calls, contacts and strike rates.

• Review - Project Reviews assess the effectiveness and success of the campaign
 

Customer care & Retention

Our skilled representatives specialize in developing and maintaining the relationships our clients value. Customer care programs vary depending upon each company's specific goals, customer development, as well as outbound and inbound calling campaigns.

• 24/7/365 Customer Service increases customer satisfaction and customer loyalty.

• Outsourcing customer service reduces salary expenses and saves you valuable time, allowing 
   you to focus on other areas of business.

• Combining our customer service solution with your order taking line can increase efficiency and
   effectiveness of each call.

All programs include specialized training so that every representative is a seamless extension of the client. Customer care representatives are the front-line image of every company and our professional customer service specialists give our clients access to the highest quality image without the capital expense.

Surveys & Research

Lead Generation
The most important starting point when planning a lead generation project is to understand what the client considers as a qualified lead. When the qualifying process has been completed Redfin will then begin to make calls.

From the very start of a lead generation campaign, different leads will require different responses, and this is where Redfin will agree a grading style system with the client. Hot leads will be communicated to the client immediately, warm leads the same day and luke warm leads at an agreed time or at the end of the project.

There are occasions when literature is required to be sent. We are happy to do this on your behalf.

We will always endeavour to ensure that leads are genuine and that there is a requirement for your services.

Appointment settings
Our primary objective is to establish what our client needs to achieve. A true understanding of the objective will enable Redfin to discuss with the client the expectations from the campaign. Taking the data, and combining the target market with the objective, we will be able to estimate the number of appointments that will be generated from the campaign.

The next stage is to establish how the appointments will be qualified, diarised and communicated back to the client. This will be carried out on a daily basis, but when an appointment is top priority, this will be communicated in real time.

At the end of the campaign, all clients receive a full project management report that gives a complete breakdown of all the calls and strike rates.

Market & ad Research campaigns
Redfin has in-depth experience handling customer care inquiries such as billing questions, product and service inquiries, and complaint resolution. We also place calls on behalf of clients in welcoming new customers, retaining current customers, delivering notifications and conducting market research or satisfaction surveys.

Technical & Product support

Technical support
In support of the increasing dependence of consumers and businesses on technology, prompt and accurate responses to technology complaints, product-related support issues, and service related concerns has become a cornerstone to maintaining high customer satisfaction and achieving retention goals.

Redfin is knowledgeable in all components of technical support and help desk related service requirements. Our highly trained support staff is adept at troubleshooting, evaluation and escalation procedures. Whether it's a question regarding an internet service subscription or a hardware related issue, Redfin has technical support professionals available to assist any level of user.

Product Support
services include help desk, troubleshooting, warranty, recall, and upgrade support. We strive for first call resolution and will meet your service level requirements. Our highly trained customer contact staff is adept at resolving complaints quickly and effectively to increase your customer retention and loyalty.

Response Handling

The customer experience at the point of response is integral to the success of any marketing campaign. Speed and accuracy are vital both in terms of data and the response mechanism - but it also important to consider which channels of response are most appropriate for your audience.

Redfin provides a range of response handling services and fulfilment services and can design bespoke programmes specifically to meet the individual needs of your campaign, whether it’s a short term requirement to support a specific promotion or a long term, multi-channel communication initiative.

Throughout each response handling project, accurate data collection is a priority . All of our data capture systems utilise our proprietary ‘data-vision’, a programme of embedded security, address validation and cleansing routines which are applied to all of our data management utilities to ensure that your data is cleansed and accurate at the point of entry.

Email and SMS broadcasts
Email and SMS Broadcasts can be provided where appropriate, as well as in-depth questionnaires and mailing campaigns. Experienced project management staff are involved at every stage of a campaign and the extent and value of each communication is thoroughly explored with the client in order that maximum response can be gained.

Live web chat
With the increase of online shopping and growing attraction to researching on the Internet, your online customer service strategy plays an important role in your business. Integrate Direct Call's Live Web Chat solution and convert your online visitors into loyal buyers

Back office solutions
Redfin offer business process outsourcing by delivering value-added services to either complement your core programs or act as standalone programs.

Redfin Core areas of Back office Processing are :

• Order Processing, ePayments and other payment options.
• Databases & Data Cleansing
• Data Entry
• Reports Handling
• virtual Assistant