Presentation about opportunities of call center Loyalty Factory

22 июля 2012 г. Текст нижнего колонтитула * contacts tеl.: +380 44 290 9435, +380 44 592 81 81, [email protected], www.aimarketing.info/en/uslugi/uslugi_contact_center_lf.htm www.loyaltyfactory.co/

Loyalty Factory contact -center

Full range of Customer relationship services

for B2B markets CIS countries and the World

mailto:[email protected]

http://www.aimarketing.info/en/uslugi/uslugi_contact_center_lf.htm

http://www.loyaltyfactory.co/

http://www.aimarketing.info/

22 июля 2012 г. Текст нижнего колонтитула *

Loyalty factory - short review

• Loyalty factory – multi-service contact center that execute a full range of communications tasks

• Resources: communication platform “Oktell”, which provides a full range of

technical tasks, 12 operators and 2 supervisors / analysts, an own interviewers

network, a platform for digital questioning “Survey Monkey”

History: Contact center Loyalty Factory is the part of the consulting company

AIM, which since 2005 provides a full range of marketing research and

consulting services for industrial producers,trade companies

• B2B focus: tailor-made approaches, contact data base of Ukrainian enterprises

(684 230), Russia (296 480) and Eastern Europe (7 593). Expert Pool is constantly

increasing (per 2014 base grew by 78 000 companies) and is constantly updated.

contacts tеl.: +380 44 290 9435, +380 44 592 81 81, [email protected], www.aimarketing.info/en/uslugi/uslugi_contact_center_lf.htm www.loyaltyfactory.co/






Loyalty Factory- helps to solve key business tasks

Sales Increasing

lead generation

customer contacts updating

potential customers database creating

Marketing research

the level of loyalty of consumers, distributors diagnostics

Brand Awareness study

exploration of the decision-making system of choosing products among

clients/distributors

identification of problem areas and possible areas of company growth

Сommunication channels control / management

"Hot Line“ - your product supporting service

advertising effectiveness evaluating

claims / reviews collecting

estimation of a staff level cooperation with clients

evaluation of your own staff loyalty to Your company







Advantages to our clients

Practical experience in realization technically complex intellectual tasks

Deep understanding a subject area and a company specifics by agency

analysts, contact center professionals

Privacy guarantee

Own database of expert contacts in various industries







Loyalty Factory effective tools







Hot line services

Informing and consulting services (CATI)

Registration

Booking/consulting online services

Organization your 0800 / city / mobile numbers from the very beginning

Automatic Hot line service through IVR

loyalty programs support Hot line

Receiving and handling complaints from customers







Diagnostics and loyalty improving through NPS methodology (assessment of the potential profitability of your clients portfolio)

Diagnostics and loyalty increasing

Diagnosis of customers/partners loyalty level at the target market;

Identifying Drivers of loyalty and their impact on the total market loyalty;

Clients loyalty diagnostics to the company/products/services;

Benchmarking study of loyalty for the whole industry/market/segment

Development of recommendation measures for loyalty increasing

Staff loyalty diagnostics

Diagnosis of the working conditions satisfaction and internal brand loyalty among

company staff

Feedback management

System work with customers’ feedback in order to increase brand loyalty

Satmetrix partner in Eastern Europe

7 contacts tеl.: +380 44 290 9435, +380 44 592 81 81, [email protected], www.aimarketing.info/en/uslugi/uslugi_contact_center_lf.htm www.loyaltyfactory.co/






Outbound services

Marketing research

Face to face, CATI in-depth interviews

Brand Tracking (CAWI methodology)

NPS - index of consumer loyalty

CSI - Customer Satisfaction Survey

Brand Awareness и Brand Consumption

Advertising materials, taglines, texts testing

The most important product characteristics identification

Express polls

Updating and managing databases

Database creating, using information from authorized sources, allowing you to work

with only reliable data

Tele-sales

Customer supporting communication (incoming and outgoing calls,

SMS and e-mail mailing, feedback management)







Providing the stream of new customers that are ready to purchase

products/services

It allows you to manage profitability, scale up business processes

Accurate and operational estimation of the effectiveness and

marketing strategy

Segmentation in all sectors of any region, country

Lead generation (potential customers searching) one of the most beneficial and affordable ways of getting customers







How we are working we get an order and starting the project

data collection

input data processing

primary analysis

methodology and tools developing

a pilot launching, calibration

coordinate and supervise the project, perform communication with the client

processing / analyzing the obtained data

report preparation + market recommendations

Our resources

special equipment

integrating communications at the operator’s workplace

IP Telephony

Communication Unit:

experienced operators

supervisors

entry operators

consultants-analysts

contacts contacts tеl.: +380 44 290 9435, +380 44 592 81 81, [email protected], www.aimarketing.info/en/uslugi/uslugi_contact_center_lf.htm www.loyaltyfactory.co/






Projects’ examples







loyalty drivers rating at the thermal insulation materials market

In a crisis, a diagnostics of customer’s portfolio loyalty level takes very important place.

It helps to expand sales by improving loyalty among customers

Research goal

Define the recommendation level, identify the main drivers influencing the

purchasing/cooperation decision among clients-distributors

Communication channels

Phone interviews (CATI)

Project realization

During 7 days we interviewed 50 trade organizations that buy the company products, 3 working

days for the data interpretation and report generation

Project Team

1 supervisor, 2 operators, 1 analyst

Results

4 main "success factors" were defined, which provide customers’ loyalty, and 3 factors that

constrain growth.

Relying on the results of research, the company has made the necessary adjustments to its

marketing strategy of increasing sales effectiveness







Hotline for "Kobzov“circus

Goal

Improving the quality of Hot line service, offer new services for the customers


Ingoing / outgoing calls, SMS sending, tickets booking/delivering

Project Team

1 supervisor, 5 operators

For this project are organized such services

Advising clients

Working with complaints

Tickets selling

Booking and printing tickets

Tickets delivery

Results

Conversion of the purchased tickets which are booked through the hotline,

is more than 72%







Lead generation for agriculture industry

Goals

Potential customers searching, identifying customer needs, positional clients warming-up


Outgoing calls, e-mail newsletters

Project Team

1 supervisor, 4 operators

For this project are organized such services

Contacts database collecting based on the customer’s criteria

Database calls and informing them about the unique customer’s offer

E-mail newsletter offers

Results

The customer has a list of potential customers







Diagnostics of loyalty index level (NPS methodology)

Goal

Diagnosis of customers/partners loyalty level at the target market


Phone interviews (CATI)

Project Team

1 supervisor, 5 operators, 1 analyst

Project realization

The study surveyed 500 retail and installation organizations (company-clients)

The customer reviled the main positive and negative drivers that respondents identified.

loyalty drivers rating in the context of promoters and detractors.

For evaluation of the quality of the company's managers the special structure was designed

to assign NPS index to each manager

Results we ranked competitors’ TM which respondents also works with and

ask them if they are ready to recommend this TM.

Customer review

"We were able to recover 30% of customers who were going to go to competitors.

The quality of the customer relationship is very significant and objectively shows the realities of

managers’ work. After the final report, we have made a number of organizational changes"






22 июля 2012 г. Текст нижнего колонтитула * 22 июля 2012 г. *

We are trusted by well-known brands






17

Profitable solutions for your business

tel.: +380 44 592 8181

tel.: +380 44 290 9438

mob.: +380 67 463 4007

[email protected]

Kiev, Ukraine, 03179,

Peremogy Avenue, 123, office 322

www.aimarketing.info/en/uslugi/uslugi_contact_center_lf.htm B2B informed

www.loyaltyfactory.co/ Loyalty-Factory






Presentation about opportunities of call center Loyalty Factory

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