Response handling
When you place an ad or you're anticipating an increase in response rates, then it's an ideal opportunity to outsource the phone calls and/or email and mail response.
Leadline have 13 years of experience in this area and are geared to respond to:
- Large volumes of incoming calls
- Incoming email orders and queries
- Incoming mail including vouchers/coupons and enquiries
Lines are open Monday - Friday 8.00am - 8.00pm and Saturdays and Sundays 9.00am - 6.00pm. Leadline can provide an overflow service to take 'extra' calls from you or they can provide a service to take all incoming calls. Sales order processing is usually carried out online or via a VPN straight into your own system - at all costs duplication needs to be avoided.
Call queuing and call recording are in position if you need them.
Leadline can provide a dedicated number for your campaign. This can be a geographic number or a non-geographic number, 0800, 0844, 0845 etc
An email and postal address service can be made available to you for your response handling. Both addresses reflect your own company addresses, and would not give your customers any hint that your response handling is outsourced.
What happens if there are 1000s of calls?!
It's not always possible to predict call volumes, and Leadline understand that. Your calls would be distributed between two teams in separate sites, one in Worcester and one in Swindon. If your campaign is managed in Swindon, then calls would be overflowed to Worcester (and vice-versa) - both teams are networked to the same systems. If both teams are choc-a-bloc with calls then Leadline have a secure call queuing system. Callers will be informed as they hold how long they have to wait or they can be given a queue position. In addition callers will be presented with the option to leave a voicemail message for a call back. Those voicemails are emailed to your project account manager for a fast response.
What happens out of hours?
Callers will hear a voicemail which can direct them to a website, or they can leave a message for a call back.
