Kathy Sisk Enterprises Inc.

Presents Call Observation Services

INTRODUCTION

Kathy Sisk, founder and president of Kathy Sisk Enterprises Inc., is one of the top trainers and consultants in the call center industry.  Kathy’s 30 plus years in the industry has allowed her company the opportunity to provide Call Observation Services for companies globally.

Kathy Sisk Enterprises Inc. Call Observation Services takes the intensive labor and high cost out of remote monitoring, assessing and evaluating your agents.  When you are preoccupied in your core competencies, our assigned team of trained monitors and supervisors are at work overseeing the quality and details of each evaluation we complete.  Our services can include the following:

·        Straight forward Quality Call Observation, using client provided evaluation forms

·        Pre Assessment of Inbound and/or Outbound Campaigns to determine best evaluation processes

·        Enhanced Detailed Reporting, Customizing Call Guides (scripts) and Rebuttals

·        Agent Assessments on Specific Call Handling Skills

·        Agent Training in the Areas of Telemarketing, Sales, Customer Service and Tech Support

·        Mystery Shopper, Project Assessment, and Client Consultations

Our vast years of call center consulting and training experience gives our clients greater assurance that each agent evaluation is performed accurately and objectively.  This level of experience ensures the highest consistency in the overall quality call observation process.   The return on your investment will provide a more efficient and cost effective outcome in your call center operations. 

Often our clients may not have the space, time, labor, or experience to perform their own quality call observations; that is why our clients choose Kathy Sisk Enterprises Inc. Our experience, know how, and extensive qualified labor pool provides a viable and cost effective solution to your call observation objectives.  We can accommodate your observation needs on a daily, weekly or monthly basis.  No task is too big or too small.

Our pricing is based on complexity and longevity of our contracts.  Our clients receive peace of mind knowing that our QA Agents are performing in accordance to what is trained and expected of them.  Our QA Agents take careful evaluation to ensure that the agents being monitored follow both internal and external compliance issues.  You want to know that your customers’ are treated with optimum service within the predetermined call handling times given to your internal agents, and our services gives you this added peace of mind.

We Strive To Become A Seamless Extension

To Your Quality Assurance Department!

OUR OFFSHORE TRAINING AND TELEMANAGMENT OPERATIONS

Kathy Sisk Enterprises Inc. has been working with service agencies and call centers throughout the US and other near shore and offshore countries since 1986.  During this time, Kathy Sisk and her team of experts have helped many call centers improve their overall operations from their recruiting processes to training and implementation. However, the offshore call center industry is uprising and there are hundreds of thousands of call center professionals who are college educated, English spoken and very capable of servicing US clients with their inbound, outbound, and back office projects. 

Due to the uprising call center industry offshore, Kathy Sisk Enterprises Inc. has designed, set up and manages training academies offshore where students receive Kathy’s self-published curriculum in the area of telemarketing, selling, credit and collections, and customer servicing. 

Students are able to go through Basic Training, Simulation Training, and those with top honors, will go through the Applied Training process where they service real accounts.  For the past decade, Kathy Sisk has developed a career path for call center professionals and has successfully incorporated this career path into these academies.  This unique career path allows students to progress from call center agents to team leaders, quality assurance agents to middle management, and then upwards to corporate trainer.  Kathy Sisk’s career path for call center personnel has brought forth some of the brightest and most talented people in the industry. 

Today, Kathy Sisk is actively training students globally in the area of most call center related services.  Additionally, Kathy has expanded her operations to provide Offshore Call Observation Services at prices that are up to 60% less in cost compared to competing domestic services.  Kathy’s offshore observation services employ several hundred QA Agents who are all college graduates, English proficient and with excellent grammar skills.  Only the graduates with top honors of the International Career Courses Academy, who have been trained and actively employed as call center agents, team leaders, and QA agents for their employer for at least 2 years or greater, are selected to work for Kathy Sisk Enterprises Inc. Call Observation Division. 

Our QA Agents are given plenty of advancement opportunities.  Our QA Agents can advance as a verifier, supervisor, assistant trainer, and eventually a head trainer for our organization.  These are just some of the incentives we offer our personnel to encourage long term commitment to our organization.

We have a dedicated QA team with an average length of employment of 2 years or greater.  However, typically in the US, employment as a QA Agent is just a stepping-stone into other advancement opportunities at other locations and in a different capacity.  The turnover rate in the US has known to be on average 30% or higher compared to the turnover offshore. This lack of commitment is what caused the call center industry in the US alone to experience turnover of employees as high as 60%!  This makes our offshore Observation Center a viable solution. 

Kathy Sisk Enterprises Inc. offers the greatest opportunity for our agents; jobs are scarce for offshore call center agents. Offshore agents are fortunate to have a successful position and are well compensated compared to most other similar positions.  An offshore QA Agent is considered a middle class position and they are less likely to leave it.  Employees offshore consider it an honor to be accepted for a mid level position and therefore tend to stay five times the length or longer compared to US standards.   

PROJECT OBJECTIVES

Our Call Observation Services are able to:

·        Ensure consistent work force, staffed by professionals and personally trained by Kathy Sisk.

·        Send all evaluations forms electronically or any method client chooses. 

·        Provide a state of the art infrastructure. Our Call Observation process is automated to ensure a reliable and legible evaluation for every observation.

·        Closely monitor QA Agents to ensure services are performed accurately and are consistent with the predetermined guidelines.

·        Offer improvement, upon the client’s request, recommendations in the area of the overall sales and/or customer servicing.  This is based on period spot-checking of agents who are either not meeting quotas or have inferior presentation skills. 

·        Bring forth the highest level of quality assurance in our services that achieve maximum efficiencies designed to meet our clients’ call observation objectives.

SERVICE OVERVIEW

·        Define Your Call Observation Objectives

·        Evaluate and Process Client Provided Evaluation Forms or Creation of Forms Upon Client’s Request

·        Assign Quality Assurance Agents Capable of Meeting the Client’s Call Observation Criteria (Level 1, Level 2 or Level 3 QA Agent)

·        Orientate and Train Assigned QA Agents and Associated Staff Members on Client Specifications

·        When Requested by Client, We Can Offer The Following:

Ö  Training and Coaching on Telemarketing, Sales, and Customer Service Call Handling Skills

                                    Ö  Customer Servicing Techniques

Ö       Selling Processes and Objection Handling

Ö       Assessment and Recommendations for Voice Inflection and Style of Delivery

                                    Ö  Call Processing Recommendations

We offer three levels of Call Observation Agents (QA Agents).  Each level has a different criteria based on the level of evaluation our clients want us to perform.  The following is a break down of each level and our general specification requirements that help us select and assign the QA Agents to meet the needs of our client’s call observation objectives.  We will customize our service so that the client gets exactly what they want.  Therefore, the client may add to or delete from the list below. 

Level 1— Kathy Sisk Enterprises Inc. will Custom Design a form or Client provides a check-off form to determine agents’ adherence to the script, basic usage of techniques, and minimal compliance issues.  Our QA Agent must be able to identify the following:

·        Overall Voice Projection

·        Overall Style of Delivery              

·        Opening Statement (Greeting, Defining Caller’s Objective, Offer to Assist, Hear Agent’s Smile)

·        Qualifying and Understanding The Caller’s Needs

·        Agent’s Listening Skills

·        Effectiveness of Probing

·        Basic Selling Techniques

·        The Effectiveness of Overcoming Resistance and/or Caller’s Objections

·        Basic Cross-Selling Attempt

·        Basic Up-Selling Attempt

·        Control of Call

·        Customer Service Etiquette

·        Overall Closing Techniques and Handling Customer Responses

·        Adherence to Internal Compliances (client provides a check list)

·        Adherence to Do Not Call Compliances

·        Overall Presentation

Level 2— Kathy Sisk Enterprises Inc. will Custom Design a form or Client provides a check-off form to determine agents’ adherence to the script, intermediate usage of techniques, and more advanced compliance issues.  Our QA Agent must be able to identify the following:

·        Voice Projection (tone, modulation, inflection)

·        Style of Delivery (usage of words, pausing, pitch, formation, personality)   

·        Opening Statement (Greeting, Defining Caller’s Objective, Offer to Assist, Hear Agent’s Smile)

·        Qualifying and Understanding The Caller’s Needs

·        Agent’s Listening Skills

·        Effectiveness In Probing having the ability to Qualify, Establish Wants and Create The Needs For The Your Offering

·        Think out of the Box

·        Intermediate Selling Techniques

·        The Effectiveness of Overcoming Caller’s Resistance and/or Objections

·        Intermediate Cross-Selling Techniques

·        Intermediate Up-Selling Techniques

·        Control of Call

·        Customer Service Etiquette

·        Overall Closing Techniques and Handling Customer Responses

·        Adherence to Internal Compliances (client provides a check list)

·        Adherence to Do Not Call Compliances

·        Outbound Call Handling Processes (a more detailed description provided upon request)

·        Getting Through the Secretarial Screening Procedures (outbound Business to Business applications only)

·        Overall Presentation

Level 3— Kathy Sisk Enterprises Inc. will Custom Design a form or Client provides a check-off form to determine agents’ adherence to the script, advanced usage of techniques, and more advanced compliance issues.  Our QA Agent must be able to identify the following:

·        Voice Projection (tone, modulation, inflection)

·        Style of Delivery (usage of words, pausing, pitch, formation, personality)

·        Opening Statement (Greeting, Defining Caller’s Objective, Offer to Assist, Hear Agent’s Smile)

·        Qualifying and Understanding The Caller’s Needs

·        Agent’s Listening Skills and Comprehension Skills

·        Effectiveness In Probing having the ability to Qualify, Establish Wants and Create The Needs For The Your Offering

·        Think out of the Box

·        Advanced Selling Techniques

·        The Effectiveness of Overcoming Caller’s Resistance and/or Objections

·        Advanced Cross-Selling Techniques

·        Advanced Up-Selling Techniques

·        Control of Call

·        Customer Service Etiquette

·        Specific Use of Closing Techniques and Handling Customer Responses

·        Adherence to Internal Compliances (client provides a check list)

·        Adherence to Do Not Call Compliances

·        Outbound Call Handling Processes (a more detailed description provided upon request)

·        Getting Through the Secretarial Screening Procedures (outbound Business to Business applications only)

·        Overall Presentation

KATHY SISK ENTERPRISES INC.

  OFFERS

  OFFSHORE, NEAR SHORE,

AND

 DOMESTIC

OUTSOURCING SERVICES
 

Our Outsourcing Services

Allows Client to.....

a                Improve Inside Sales-Customer Service Effectiveness

a                Quickly and Cost Effectively Increase Sales and Customer Servicing of it’s New and Existing Client Base

a                Analyze Marketing and Service Costs More Clearly and Objectively

a                Have a More Custom Fit Outsourcing Campaign With Trained High Retention Agents

a                Manage Campaigns Subjectively

BRIEF OVERVIEW

Kathy Sisk Enterprises Inc. Affiliate Company, Outsourcing International LLC is a Limited Liability Corporation located in Clovis California.  Kathy Sisk, its’ founder and president, has more than 28 years in the call center industry.  The last 18+ years, Kathy Sisk has been setting up, reengineering, consulting, training, recruiting and outsourcing for inbound and outbound call centers globally. 

Our Joint Venture Centers

Outsourcing International LLC has ventured with call centers located in Canada, Mexico, Caribbean, India, Philippines, South America, Singapore, Israel, and South Africa.  Outsourcing International LLC has set up and designed call centers for many US and UK clients with requirements for high level quality service and college educated Agents that are English proficient. 

Many of our dedicated centers have training academies on site using Kathy Sisk’s 12 Step training curriculum for both inbound and outbound call handling from customer servicing, lead generation, appointment setting, tech support to selling.  Once students graduate, our training department hand picks the “cream of the crop” agents to work for our centers.  All others are either placed elsewhere or accredited to find employment on their own.  Due to the quality of training our agents receive, our management style and high unemployment rate in cities where our call centers are located, our agent turnover rate is under well under 5%. 

Our centers only employ highly motivated, dedicated--producing agents to represent our clients’ outsourcing campaigns.  Our center’s engineering platform, training academies and overall concepts greatly enhance our client’s outsourcing objectives that achieve optimum results at a cost they can afford!

PHASE I – FACT FINDING......................................................

APPROACH

Which Outsourcing Approach is Best Suited to the Client’s Project?

Handle Inquires   Identify Callers’ present status in relation to Client’s targeted products or services.  Take immediate orders that are prepared to buy on the spot; these are callers who are in the 10% “yes” category.  All other type callers, we will Determine who are the 10% “no” category (not in the market-just looking) and will not agree or buy.  Identify and Qualify Callers who are in the 80% category (potential buyers, who require more handholding) by building better rapport, establishing their wants, and creating the need for the Client’s products and services.  By having the right tools to address this 80% group, will increase Client’s database, generate first time and continued sales, build up a lead generation program for future outbound follow ups, and help to provide Client with existing, future and repeat business opportunities

               Customer Care   Handle Client’s existing customers to identify and resolve issues, credit and collections, product information, trouble shooting and tech support of all levels. Ideally we provide a help desk and servicing model that is seamless to the client and its customers.  

               Inbound  Sales   Build a database with first time callers.  Qualify, Establish Wants and Create the Need for Client’s products and services.  Sell the Client’s products and services.  Post Close to secure credit card orders, or other forms of payment.

            Data Scrubbing   It is vitally important that your database is up-to-date.  Our agents will make calls to either receptionist or decision makers –influencers to ensure you have correct mailing and physical addresses, decision-maker name, title and extension numbers, email addresses, and any other pertinent information required to conduct a full scrub.  A clean and updated database will save endless hours of finding the “needle in the haystacks”.  Additionally money is saved on mailing of marketing materials or product samples.

            Outbound Surveys    A series of closed ended questions mixed with multiple choice questions to obtain information pertaining to your prospects’ or customer’s present status in relation to Client’s general products and services and effectiveness to the client's overall customer care.

           Outbound Market Research   Identify prospect’s and/or customer's present status in relation to Client’s targeted products and services.  Determine who is in the 10% “no” category (not in the market) and will never agree or buy.  Identify prospects that are in the 10% “yes” category (in the market now). Then Qualify prospects that are in the 80% category (potential buyers).  When establishing prospects or customer's wants and then asking questions that “Create the Need” for the client’s products and services is when you can truly begin to know how to fulfill and offer a solution that will satisfy the customer.  When paying attention to this 80% group, it will increase a Client’s lead generation program, allow the Client’s in-house representatives to spend more time selling as opposed to “weeding out”.  Additionally this qualified Market Research process will help to provide Clients with future and repeat business opportunities!    

            Outbound Lead Generation    Identify a prospect's and/or customers specific qualifiers in relation to the Client’s products or services that determines the primary and secondary markets for the Client’s in-house sales representatives.  The same effort in the Market Research process is applied to the Lead Generation process but more defined to a specific goal in mind.

            Appointment Scheduling   Identify specific prospect's and customer's qualifiers in relation to the Client’s products or services that determine primary and secondary markets for the Client’s in-house representatives and gain a commitment from the prospect to make a scheduled appointment to visit with a field representative.  The same effort in the Market Research and Lead Generation process is applied to the Appointment Scheduling process with the exception a scheduled appointment is made.

               Outbound Sales   Determine decision makers.  Qualify, establish wants and create the need for Client’s products and services.  Once prospect has met the Client’s specifications and the telemarketing sales representative (TSR) has created the need, the TSR will proceed in selling the Client’s products and services to secure viable sales on behalf of the client.

 Third Party Verification   There are many aspects of the verification process and each client account will be custom designed to client’s specifications.  For example, third party verification live or virtual. Live verification is where the customer is sent by an agent to a third party verifier and verifier will re-confirm pertinent information or processes in an effort to solidify the sale or process a credit card. This verification in many cases are digitally recorded and archived for a period of time decided upon by the client.  Virtual verification is when the customer is sent to an IVR and customer will hear a pre recorded message and follow certain prompts to verify their acceptance to an offer for example.  Other forms of verification could be where the client need to verify employment, credit reports, conduct security checks and the like, although this is more of an outbound activity, it is handled as a verification process and priced accordingly.