client campaign for call centerCampaign Project Guides

KSE will provide a Project Management Guide (PMG) for each client campaign assigned. The PMG is a document which defines the scope of the campaign and contains agent criterion, call times and demographics, program goals, procedures from the sales process, data process, and reporting process. This document is to be studied and used by all key personnel involved in the campaign. Any changes in the campaign will be identified and updated in the PMG.

 

Targets

There will always be a minimum productivity standard that must be adhered to.  A reasonable productivity rate will be determined by KSE and agreed to by client ahead of time.   An approved verified sale/lead/ appointment/survey/order shall be defined in the contract and in the PMG.

 

There will be a defined set of parameters for each program identifying a valid sale/lead, appointment/survey/order. The parameter will define a mutually agreed upon quality assurance procedure.  The quality assurance procedure on a client campaign may require a third-party voice verification and/or online CRM data management.

 

With KSE’s recommendation, the client will determine the best calling hours on a campaign and will work with the Assigned Network Site to ensure that the minimum targeted production requirements are being met or exceeded.

 

 

 Charge Backs:

Whenever selling is required, the Assigned Network Site may or may not be responsible for any cancellations of sales produced by the center.  Even If sales are accepted by Client and pass verification there may be a reasonable time period that sales can be returned.  These procedures and/or reasons will be covered in the PMG. Failure to follow procedures and/or processes may cause loss of sales or a termination of the project.

 

 

Qualified Sale/Lead/Appointments/Survey/Orders:

Will be taken from the guidelines contained in the agreements and will be explained in detail in the PMG.  This will ensure that no misunderstandings occur on a client campaign as to whether a sale/lead/appointment/survey/order is valid or invalid.

 

 

List Requirements for Outbound Campaigns

In most cases, the Client will provide a list using the predetermined demographics specific to the client’s goals.  The list usually will consist of specific criteria of where their ideal customers live or a list for a particular industry to call on.  Lists are also defined by profiles and demographics, such as it may include, credit history or rating of the prospect, homeowner or renter, small, medium or large business, new business, fortune 500 businesses, married with children or married without children, income bracket, credit card holders and so forth.  There are thousands of ways to define a list that matches closely with the client’s criteria.

 

In most cases, lists are provided by client and will be updated as needed or replenished at 70% penetration. The list is to include appropriate phone numbers including area codes and contact names and be sufficient in number to support all production requirements. List request are processed a minimum of 3 days in advance to avoid lapse in production or as outlined in the PMG. All lists are pre-scrubbed against the National DNC list by the list provider.  However, it is advisable that the list is also pre-scrubbed the center.  All DNC names need to be updated every 31 days.

 

In most campaigns, there are no special license requirements other than the center needs to have a license and be bonded to telemarket in certain states.   However, if it is warranted the Assigned Network Site may be required to obtain special licenses to work a campaign such as selling insurance or selling loans, this would require someone on staff to be licensed.  Additionally each state has different regulatory issues and considerations that must be adhered to.  This can be easily checked on the Internet on a per state basis. Assigned Network Sites and it’s agents are responsible for meeting all regulatory requirements. All client provided lists are to be returned to client at expiration of list or campaign and within the Do Not Call regulations for both State and Federal.

The Assigned Network Site MUST adhere to all laws regarding both the National Do-Not-Call List and TSR Rulings. Failure to do so will result in penalty and fines imposed by the government and/or state.

 

 

REPORT PROCESS

 

Reporting is necessary to monitor the viability and progress of any campaign. Reports are also used to verify and reconcile the production and compensation.  KSE requires reports to be sent daily so that their project management team can make strategic changes and recommendations to help have a successful client campaign.

 

Report Schedule:  Report schedules and formats will be fully identified in the Project Management Guide for each campaign. The report will need to be sent at the times requested by the client and/or KSE; this reporting schedule must be strictly adhered to.  Failure to adhere to reporting processes may result in halting of calls or the termination of a campaign.

 

 

TERMS PROCESS

 

Invoicing and Payment Terms

The programs vary on payment terms and are set directly in the agreements between the client and KSE.  Assigned Network Sites will invoice KSE according to the Project Attachment.

 

Most campaigns are billed per billing cycle. All invoices and payments will be accompanied with a production log validating the invoice.

 

Most campaigns are invoiced by billable hours. This is defined as an hour of service which meets the required production requirements outlined in the Project Attachment.

 

 


ESCALATION PROCESS

KSE will remote monitor frequently during the first two weeks of all campaigns and on an as needed basis after the campaign has stabilized.  Any adjustments in scripts and/or agent assignment will be implemented by Kathy Sisk Enterprises Inc. within 24 hours of identification.

 

Remote Call Coaching frequency will be as needed for quality assurance and as identified during remote monitoring.

 

Remote Feedback Frequency will be daily from Client and KSE which will be passed onto the Assigned Network Site. The Client will respond on quality of production received to enable quick changes as needed in the betterment of campaign.

 

Remote Monitoring: Remote monitoring will be done on an on-going basis in an effort to constantly evaluate the agent’s progress. This may result in additional training or repeating all or part of the course.  You are required to have a system in place for the Client and KSE in order to remote monitor and evaluate the agents. Apart from the live re-mote monitoring, KSE may request wave files of your agents to be sent. Please make a note of the contact details so you can keep in touch with our Project Managing Director on a continual basis.

 

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