TOTAL CALL MANAGEMENT
“85% of prospects and customers are dissatisfied with their on-the-phone experience”
Source: Andrew Davies “The sales Hierarchy of Lead Data”
the customer journey
total call management.
ADVANCED CALL MANAGEMENT & TRAINING
Total Selling Solutions offers advanced inbound & outbound phone monitoring and training packages, specifically developed for Australian industries.
We provide tracking, recording, independent call scoring assessment, bench marking and deliver on-site training, improving staff call handling techniques. Customise your package to provide a Total Call Management solution for your phone leads in all departments whether it be sales, appointment setting, customer service, outbound follow up, customer satisfaction surveys, database prospecting, etc.
Our training techniques have been developed for over 20 years by providing in house training for businesses, whilst assessing customer enquires for products & services across Australia.
The Total Call Management solution will provide visibility on marketing effectiveness, conversion rates and ROI for phone enquiries. The result is improved telephone response times, better managed call processes, improved strategies for customer follow-up, and reporting on call handling performance.
The perfect balance has been created providing visibility, accountability & support, improving confidence in call handling & greater lead conversions. Your customised package will provide you with a fully integrated solution to be able to follow every lead from start through to completion.
DYNAMIC NUMBERS & CALL TRACKING
Call tracking enables you to precisely track and identify the effectiveness of your marketing campaigns. Dynamic phone number insertion (DNI) is a process that measures digital advertising on inbound phone calls.
CALL RECORDING INBOUND/OUTBOUND
Recording inbound and outbound calls provides a better understanding of lead handling and follow up campaigns, putting customers at the heart of your business operations. TSS can also execute outbound follow up campaigns on your behalf.
CALL NOTIFICATIONS & SMS FOLLOW UP
Call notifications alert management for answered and unanswered calls prompting them to salvage opportunities. Identifiable mobile numbers calling a trackable number receive a follow-up SMS with management and business details.
CALL SORTING & CALL REPLAYING
Our call assessment team will sort and reallocate your calls to the sector intended for the call. Gain insight into how many calls are being replayed internally, creating a train the trainer & self-assessment program.
CALL ASSESSMENT, SCORING & BENCH MARKING
Use TSS pre-set or customised score cards for call assessments to increase appointments, sales and customer satisfaction. We independently assess calls based on your requirements.
CALL ANALYTICS & REPORTING
Call analytics accurately measures, analyses and helps optimise your marketing campaigns. Reporting will give you visibility of the customer journey and call outcomes allowing drilling down to the micro detail.
PORTAL & TEAM CHAT
The TSS portal centralises vital information storing phone number, suburb location, call outcomes and call assessment scoring. Team chat feature promotes effective communication within the departments team, driving follow up.
FLEXIBLE TRAINERS & ON-SITE DELIVERY
TSS trainers are sales and customer satisfaction experts, and have a detailed understanding of customer and staff needs. Tailored on-site training sessions will match varied personality types and experience, regardless of the role.
Visibility on inbound and outbound calls. Calls taken, missed and abandoned.
Call Assessment & Live Reporting
Track how your staff are taking calls. View assessments and scores alongside national averages.