Contact Center Services
With more than 100 years of collective contact center management experience WorkSpace Communications is a leader in designing and developing contact center solutions. Having served as both client and vendor for Fortune 500 companies, our unique experience providing state-of-the-art solutions makes us an ideal choice to help you meet and exceed your contact center goals. Whether you have an experienced contact center offering or are just getting started, WorkSpace has been there.
If your business depends on your call center results, call us today!
WorkSpace offers a broad spectrum of contact center solutions, including domestic facility based, at-home agent, and offshore operations. Our broad service delivery model, complimented by WorkSpace’s full portfolio of contact center services, enables us to deliver world class performance from the venue of your choice. The result is a consistent, positive experience for your customers, increased revenue and ultimately, improved profitability.
Take advantage of an extensive menu of tele-services, ranging from in-depth account penetration to high-volume sales lead qualification and response management.
Our teams are comprised exclusively of skilled professionals who are trained in solution selling techniques and are comfortable with both scripted and non-scripted approaches. We work directly with your account and sales teams to ensure crisp communication regarding offers and results. Customer data can be provided in the form of a file feed or we can work directly in your CRM for maximum efficiency. All successful calls are recorded and provided to your sales team in .wav format so they can hear your prospective customer’s level of interest first hand.
Sales Lead Generation and Development
Lead generation is not a new concept, but the smile and dial methodology typically utilized generally results in poor lead quality and struggles to unlock the underlying drivers of a business’s purchasing decision. Our lead generation services unlock those underlying drivers to help make your sales team more informed and better positioned to win. Our lead generation service includes:
Our appointment setting processes ensure we deliver only sales ready telephone and/or in-person meetings with prospects. Whether your goals are to set up group seminars or one on one sales calls, our processes provide both a verbal and written commitment to or from the prospect, minimizing expensive “no shows”. As with all of our leads, appointment calls are recorded and shared with you to ensure your sales team has all of the customer intelligence needed to maximize their time and close rate.
Scheduling product webinars or group meetings? We can manage your event recruitment process, from awareness-building to managing registrations and confirmations.
Referral Follow Up
There is no hotter lead than one provided by a current or even prospective customer. As we identify new opportunities for your solution our team asks for and pursues referrals, working to schedule each of them for events for direct sales follow up.
Response Management / Inbound Lead Qualification
Leveraging our team to qualify and incubate your inbound inquiries, your sales team is enabled with sales-ready leads. Our team is capable of responding to inquiries from email, the web, or telephone and, once a lead is qualified, can even facilitate a “hot transfer” directly to your sales staff.
As part of our standard process our team will capture and provide intelligence that increases your sales team’s propensity to win. Whether you need to understand what competitive product your prospect is currently using or develop a greater understanding their core business issues and decision drivers, we can find the answers.
Business to Business Sales
Business to business telesales requires a professional approach in which the agents are experts at communicating to customers and prospects on their own level. Our agents are trained at establishing and building a professional report with your customers. We work directly with you to educate our agents about the products and services of your company. This results in greater trust from your prospective customers; which leads to better close rates and greater profitability. Our B2B core competencies include:
Outbound B2B Telemarketing
Our processes are designed to enable our agents to become experts at getting past the gatekeeper, both automated and human to ensure we get your message to the decision makers. Once we identify the right party contact our agents engage in unscripted business conversations to identify customer pain points and buying signs. They listen for the moments when your prospects want more information, are ready to speak to your sales team or are ready to buy on the spot. For complex sales, we’re even capable of creating and sending proposals, utilizing your own proposal templates.
Inbound B2B Telemarketing
Our inbound team is capable of providing quick and accurate answers while completing order processing and buyer qualification utilizing your own order management or CRM system. Once we have ensured that we have a satisfied customer on the phone we utilize suggestion selling techniques to offer cross-sell/up-sell opportunities further enhancing your revenue per call.
At WorkSpace, we recognize that nothing is more important to your success than having satisfied customers. Our team has decades of experience providing world class service solution that have consistently improved customer satisfaction and loyalty. Our solutions go well beyond traditional contact center functions, as we focus on helping you create a customer intimate ecosystem throughout your entire customer lifecycle - from initial contact to and through end of life win back. Whether you need simple customer care, billing support or a full life cycle commitment, our processes enable us to leverage best practices from decades of customer experience management. Specific functionality utilized includes:
Retention and Saves
Utilizing proven techniques to identify and resolve customer satisfaction issues while using your own tools and incentives, our agents enhance each customers experience and improve customer loyalty. That results in lower customer churn, increased revenue and more profit.
When speaking with your valued customers our mission is to maximizing each contact to identify and resolve potential satisfaction challenges and competitive risks. This helps you expand your wallet share while delivering a world class customer experience. Our account management solution can include regular outbound calls to your customer base to gauge their “temperature” while enhancing your relationship with your customer.
Our technical support solutions go well beyond traditional one and done contact center solutions. Our team of experts will help you develop a robust, multi-channel support ecosystem including live calls, chat, email, web FAQ’s and fully monitored user forums. Our processes enable us to help you create product subject matter experts on our team and in your own customer base, helping you address each of your customer’s issues through the channel of their choosing.
Our Help-Desk support solutions are designed for organizations with any sized customer support operations. As a Microsoft certified partner we have the ability to leverage the best talent the industry has to offer to improve customer satisfaction, loyalty and profitability. Our help desk team is skilled at handling a wide variety of call types ranging from desktop support to network outage reporting.