• Validated and profiled contacts via Customer Profiling campaign
• Well-targeted reminder calls achieved via Callbox’s SMART Calling
• Accurately tracked active responses via the Pipeline Lead Nurture Tool
THE CALLBOX SOLUTION
1. The database records needed to be validated so a customer profiling campaign was implemented.
2. Company and business names, addresses, phone numbers, email addresses, social media accounts and all other contact details were updated to ensure list accuracy.
3. To further validate the contact information, the Callbox team sent initial copies of the Client’s reminder featuring the upcoming and past events with links to their website and query boxes.
4. Active responses like opened emails, website visits, clicked links, and queries were tracked via the Pipeline Lead Nurture Tool and saved for follow-up.
5. Invalid emails (bounces) and contact details were updated upon speaking with the decision maker.
The Client is looking to capture a huge portion of the growing demand for ISO certification among companies operating in Southeast Asia. In particular, the Client identifies a strong potential for its certification and training programs geared toward small to medium-sized enterprises across various industries in the Indonesian and Malaysian markets.
With a broad ISO certification portfolio and a worldwide roster of customers under its fold, the Client has significant strategic advantage over its competitors in the region. The Client has extensive experience assessing quality management systems that include a wide range of compliance coverage, such as ISO 9001, ISO 14001, ISO 27001, and other related standards for commercial and industrial organizations.
To help reach its revenue expansion goals, the Client developed a marketing strategy that involved direct outreach to relevant prospects from companies in its target verticals. The client also determined that it needed the help of a third-party marketing agency to carry out this segment of the plan. Accordingly, the Client decided to partner with Callbox mainly because of the latter’s track record at managing B2B marketing campaigns that target organizations based in Indonesia and Malaysia.
• Launched a 3-month multi-channel appointment setting campaign for a leading QA
• Reached campaign objectives well before the project’s conclusion
• Exceeded response benchmarks for both email and phone channels
THE CALLBOX SOLUTION
Callbox’s multi-channel appointment setting package was deemed to be the best approach for helping the Client achieve its current marketing goals.
The campaign was made up of two integrated components: (1) phone-based appointment setting and (2) email marketing, and was put together with the following objectives in mind:
• To prequalify and generate face-to-face/phone appointments for the Client
• To drive awareness for the Client’s core standards including ISO 9001:2015, ISO 14001:2015, and OhSaS 18001: 2007
The campaign’s target prospects consist of persons involved in handling or overseeing QA processes at organizations with 50 to 2,000 employees that belong to a given set of industries and locations specified by the Client.
THE CALLBOX SOLUTION
1. The Callbox team prepared the campaign prospect list, call script, and email templates based on the Client’s specifications. These were submitted for the Client’s review and approval prior to the start of the campaign.
2. Agents contacted and qualified the target prospects using the list of probing questions outlined by the Client. Prospects who demonstrated a clear need for or interest in ISO certification and agreed to meet with one of the Client’s reps were tagged as qualified appointments.
3. The Callbox team forwarded all leads to the Client via email notifications and Pipeline update.
THE CALLBOX SOLUTION
The entire campaign ran for a total of three months (66 days). The campaign’s first couple of weeks was mostly spent gaining initial traction through emails. As such, the results during this stage of the project prominently focused on email marketing. Here are some key highlights of the campaign’s email marketing activities:
• Delivery rates of up to 98.6%
• Open rates of up to 8.54%
• reply rates of up to 3.81%
Once the results from the initial email outreach started trickling in at the close of the first month, there was a noticeable pick-up in the number of qualified appointments generated. In fact, the majority of appointments produced during the campaign were recorded after the first four weeks. Here is a monthly breakdown of the number of appointments set throughout the campaign:
• 1st month: 17 qualified appointments
• 2nd month: 31 qualified appointments
• 3rd month: 23 qualified appointments
Using a benchmark lead-to-opportunity rate of 30% and a close rate of 40%, the 71 appointments delivered during the 3-month campaign can potentially turn into 9 new customers for the Client within the next 6 to 12months.
With over 4 decades of electricity retail leadership both in their headquarters in Amsterdam and Singapore branch, the Client has built a strong business partnership with their clients – a relationship backed by trust and reliability inspiring them to create more electricity management options at the least cost.
Market competition is inevitable and the Client embraces this reality. So despite the strong business-client foundation they lean on, they decided to take advanced marketing steps that would keep them ahead in the game which included outsourcing to a seasoned and result-oriented multi-channel lead generation provider.
• Updated contact details via Customer Profiling program
• Filtered customer types based on interest through the Pipeline Lead Nurture Tool
• Sales were converted in the first three weeks of the first month as favorable number of prospects were reached and educated on the Client’s
services via Callbox’s SMART Calling system
RESULTS AND RETURN ON INVESTMENT
The first week was focused on updating contact details but with Callbox’s innovative tools and calling processes, the team was able to reach a good number of prospects and have set 6 appointments. At the end of the first month, a total of 22 appointments were set and 6 leads completed but expectations were exceeded when out of the 22 appointments, 2 were converted into sales.
As more contact details were updated in the second month, more active responses were received which resulted to 23 appointments and 8 leads.
In the third campaign month, 30 prospects showed high interest on the new price plan and have agreed to appointments while 8 considered to upgrade later.
The fourth month saw an all-time high with 34 appointments set and 12 leads completed.
THE CALLBOX SOLUTION
Alongside the Appointment Setting Program, Callbox ran Customer Profiling to update the Client’s database and at the same time build a new set of qualified contacts.
1. Two sets of initial email copies were sent separately: one for current customers that were due for record updating and another for new customers who might consider switching providers.
2. Active emails from prospects who responded, clicked links and visited the Client’s company website were saved for follow-up calls.
3. Bounces were also filtered and saved for follow-up calls for the agents to update as they speak with the prospect.
The Client has drawn many years of consulting experience and stacked a load of beneficial “end to end” HR services and solutions focused to better align, acquire, utilise and develop talent, targeting key and strategic functions required to deliver core goals.
However, in the latter years of the company’s operation, the Client realized some exigencies in keeping up with the demands in acquiring customers. The slacken number of new customers in the database urged the Client to decide on taking new marketing options that can help them cope with the problem. A lead generation program was plotted to carry out the Client’s goal to acquire new and more customers.
THE CALLBOX SOLUTION
Callbox’s Multi-Touch Multi-Channel Lead Generation Program was strategically designed to help clients get in front of their customers at the best time when they are most ready to listen and are most interested. This was made possible by Callbox for the Client through the Pipeline Lead Nurture Tool.
In the campaign, the Client aimed to promote its core services: Workforce Analytics, Human Resource Consulting and Workforce Strategy and Optimisation. These services were common among HR Consultancy providers in the region but the Client wanted to make a difference in addressing the customer’s’ HR requirements by doing a top-to-toe solution.
Initial Email Copies
Using the Pipeline Lead Nurture Tool, the Callbox team sent out initial email copies bearing the Client’s summary of services and solutions, website and query boxes. Email replies and actions taken by prospects such as clicking the website and queries were tracked in real time for the agent to follow-up on.
Follow-up calls were made by the Callbox agent wherein probing questions were asked to discover the prospects’ HR needs and so that the Client may be able to tailor fit the best services and solutions for them. The key questions focused on monies invested in the people aspects and the quality of the organization’s human capital initiatives. The prospects’ answers were carefully and properly noted and all contact details were verified before the calls were disposed.
Request For More Information
Prospects who requested for more information were as good as completed leads. Brochures were set by the Client himself for the purpose of analyzing the prospect’s business status and to come up with the best answer to their questions.
The campaign delivered a total of 15 solid appointments, 63 warm follow ups and 228 RFIs (request for information). The 15 appointments set by the Callbox team were companies that had varied HR needs specifically on workforce planning, management and reporting.
With the Callbox Multi-Touch Multi-Channel Marketing Program and the Pipeline Lead Nurture Tool, the Client was able achieve its goal to acquire new customers. Moreso, they look forward to acquiring more new customers from their list of warm follow-ups that they currently nurture.
The Client was planning to launch a new product in Singapore and they didn’t have a marketing team to help them engage with customers. Hoping to reach out to prospects and meeting their deadline, the Client decided to outsource to a company that specializes in reaching new markets and has all the marketing tools including database, email support and social media to manage a campaign and help generate potential clients for them.
THE CALLBOX SOLUTION
Before the campaign commenced, the Client highlighted how crucial it is for them to reach their target prospects for the launch of their product. Prior to signing up with Callbox, the Client had planned a marketing strategy of their own, which was focused on different target locations per week. They decided to apply this strategy to their first Callbox campaign.
Contacts were profiled properly and were sent out an email. To get more interested prospects, the team needed a sustained and focused effort. However, despite much effort exerted by the team, the Client’s marketing strategy gave them less time to nurture their warm prospects, which resulted to failure in meeting the Client’s campaign expectations.
The Client assessed the results and the team provided their feedback on the campaign as well. After evaluating the campaign, the Client and the Callbox team came to the following conclusions:
Having learned much from the initial campaign and armed with insights on how they can make improvements, the Callbox team, together with the Client, made some changes to help improve the campaign’s performance. In order to address the Client’s challenge of reaching out to prospects before the official launch of their product, the team implemented the following:
With the help of the Callbox Pipeline Lead Nurture Tool, the team was able to create a scheme and set a timeline that helped achieve the desired results within the time frame specified by the Client.
Callbox’s multi-channel approach played an important role which resulted to higher number of appointments at the end of 2nd term:
Before the end of the campaign, the client commended the team for their effort, “99% no cancellation of appointments. Only 1% of the appointment was cancelled because of double booking.”
With Callbox’s experience and the team’s expertise in troubleshooting different types of campaigns, together with the Client, they managed to create a customized program to meet the Client’s target and expectations.
Running a multi-channel marketing campaign with the aid of the Callbox’s Pipeline Lead Nurture Tool, the team managed to deliver a higher number of qualified appointments than they would have without it. As a result, the Client decided not to accept more office appointments and advised the team to convert them to leads instead as they no longer have enough people to handle all appointments delivered.
Currently, the Client is nurturing 178 leads, 37 of which are interested with the product and agreed to meet with the Client’s sales team, 75 warm leads who are interested to know more about the product and 66 leads which can be followed up through email. These impressive results prompted the Client to signify his intention to sign up for a long term contract by the 3rd quarter of this year.
To profile the data and conduct a survey among the Client’s existing customers.
THE CALLBOX SOLUTION
The Client provided Callbox a list of their existing customers to be updated and profiled. The data profiling campaign wasn’t ran generically as merely updating wrong information, but rather implemented based on the Client’s specific process that required further research and data recording to complete the action.
Note: The caller must not find/replace a contact and email address other than what’s in the list.
The second campaign worked on profiling more databases but delved more into the sources from which and how the information was verified which required accuracy in call disposals.The Leads were classified as:
Aside from updating and cleansing the list, a step-by-step Question-&-Answer form was to be filled out by the caller in a spreadsheet that will detail how the data verification was done for each call.
Below are just 5 of the 11 questions and possible answers:
In the third campaign period, both types were divided into four technology segments. Each had a corresponding question:
Answers to the survey were uploaded via links provided by the Client.
The results of all the three concluded campaigns were precedent to the upcoming campaign which the Client will be launching early 2016, with the same Callbox team.
Callbox is customer satisfaction-driven. We translate your business thoughts into ideal opportunities, project plan schemes into materialized tasks, and goals into achieved targets.
The project plan to partner with a lead generation company was brought about by the Client’s challenge to be able to get through arduous targets like Legal, Medical & Investigation. These are industries that require detailed transcription/dictation tasks as they deal with sensitive and delicate matters.
THE CALLBOX SOLUTION
The Client signed Callbox for a campaign of 10 phone appointments qualified against its “ideal customer” standards:
An agent who called for the campaign for 8 hours everyday
Despite the agent starting out with with limited knowledge on transcription services, through the Callbox leader’s orientation and training, as well as the agent’s interest to learn the mechanics and myriad of applications of such a service , the agent achieved the Client’s desired level of proficiency in speaking with prospects about VIQ Solutions.
A well-filtered database
Filtering a database for the Client’s required target industries was quite a challenge for the Callbox team, as the number of these type of organizations in a country or region is quite below standards, as compared with consumer-centric businesses. But the team still managed to work well with the approved database.
Client-approved calling script
The calling script served as a guide for the caller to keep himself aligned and knowledgeably-sounding in offering the product & services’ value proposition, and setting solid appointments with target decision makers.
The Callbox team built and managed the LinkedIn account, which was approved and kept monitored by the Client at which conversation threads with connections were viewed.
Email templates were drafted by Callbox and were approved by the Client. The templates varied in approach depending on the call disposal set by the agent on each call.
Campaign Status Reports
The weekly reports sent to the Client discussed about statistics and feedback about the campaign. Challenges encountered by the caller in his calls were noted, and corresponding action plans were suggested and implemented for each.
A calendar invite was utilized to confirm set appointments with interested prospects. And if by chance, that a prospect declined the calendar invite, the Callbox team worked out a follow up call for a reschedule, and made sure that no appointment/lead is lost.
Callbox opened more doors of opportunities for the Client by complementing its business objectives with a multi-channel marketing scheme.
Their four-decade reign as leader in the exhibition industry brought numerous recognition from different awardgiving bodies like the Exhibition City Approved International Fair (AIF) Scheme, and the Singapore Business Events Awards. Such has gained them much trust from the industry sectors they serve and increased their clientele list over the years.
Indestructible they may seem to have lived with a four-decade trade leadership in the region, what good reason did they have to still take the option to enterprise telemarketing into their current strategies? Why not stick with the conventional, but proven effective scheme of 40 long years?
THE CALLBOX SOLUTION
Campaign 1 – Call To Invite
The first couple of Call-to-Invite projects aimed to gather attendees for Asia’s largest and most comprehensive business networking event for the Global ICT industry, which was participated in by international satellite communications and services companies in Asia, and professionals from Broadcast, Production, Post Production, Digital Media, Entertainment, Houses of Worships, System Integrators, Rental Houses, and Education.
The event was not launched for mere knowledge enrichment and ideas sharing purposes for the attendees, but a plenitude of beneficial platforms for ICT professionals were introduced like Big Data Analytics, Cloud, eGovernment, eServices, Security, Smartcard/RFID and Wearables. Also featured were the latest technologies in 3D Printing, IoT, M2M, Mobile Apps, OTT and more.
Campaign 2 – Call To Invite
The second wave campaign engaged key decision makers in the manufacturing industry to access the latest precision engineering and machine tool technologies available in the global market, and key decision makers from the international oil and gas industry to showcase a comprehensive product innovation.
Local parts and components manufacturers and service providers showcased their expertise at the Capabilities Hub, which brought prospective buyers closer to the suppliers via a single platform.
How Callbox streamlined the success
The preceding call-to-invite campaigns were successfully rolled out by the Callbox team which made an abounding progress in the client’s database. Both Callbox and the exhibition leader were responsible team players in completing the project thru multitouch, multichannel marketing tools and strategies.
The Callbox Pipeline, Callbox’s Lead Management and Marketing Automation platform, stored the client’s big amount of data. The callers updated the contacts with the most current information they uncovered during the call outs. Hitting two birds with a single stone – callers invited the prospects to attend the event and preregistered them on the client’s behalf and updated/profiled the list at the same time.
The Lead Nurturing Tool was activated. A scheme was customized to send out email invites to prospects, and once the invite was opened and read, a notification prompted the callers to do a follow up call and get the prospect pre-registered.
DM Outreached. Client’s own database came up to nearly 20,000,but almost 50% of that number was deemed “Un-contactable”.Both Callbox and the client agreed to add target contacts/job titles for the expansion of the list which resulted to a wider market reach and more email invites sent to target decision makers.
Campaign 3 -Data Profiling
A profiling campaign was set off by the client at the last quarter of 2015 which aimed not only to keep their database accurate, profiled and cleansed, but to prep things up for the next coming edition of events in 2016 and 2017, and which this exhibition expert sets to run again with Callbox.
So, ask again what good reason did this trade and exhibition expert thought of working with Callbox, despite their years of experience and proven expertise?
Clearly, the fitting reply can only be Why not?
The initial, single seat campaign period was launched in July 2015. The main call objective was to set a face-to-face appointment for the Client with prospects bearing the discussion on the best solutions to lower down energy bills. The initial production generated 28 leads. This impressive production of leads from the initial period of calling inspired enough trust and confidence from the Client that they recommended our service to their sister company, a Clean Energy Regulator service provider. Callbox worked well and delivered the same amount of hard work and professionalism to the latter which resulted to a very good number of leads of 150, and renewal for another campaign contract.
The second part ran with 3 calling agents, and added 3 more campaigns which the Client branded as “special campaigns”, generating a total of 79 leads which finished with 96 leads. All these were achieved through the collaborated resources of both the Client’s sales team who drove so much vigor in sharing knowledge with the callers, coupled with Callbox’s multi-channel marketing processes.
How much time does it take for a business to grow and step into the ladder of success? This energy retailer expert rolled 3 significant factors into 1 package and took a big leap as the leading energy retailer.
Before each campaign starts, the client spends ample time to train the callers about their products and services. Also, the client’s sales team directly coaches the agent on call handling, like the proper approach when speaking with prospects and effective game plans that would bring in close-to-sale contacts.
The campaign materials like the script, brochures/collaterals, calendar invites, database and email templates, go through their meticulous checking and approval before anything else go live. The client makes it a point that the call activities are focused on the target market. Such careful planning makes the process of reaching the target prospects an easy task for both teams.
What makes this energy retail expert stand out among competitors? Let’s just take 3 answers among the many.
Now running is campaign month 4. With the planned action to integrate a power dialer tool with the current resources being used, the quality of leads generated is positive sign of a long term relationship between the client and Callbox.
his leading energy retailer is taking delectation on each campaign month that we run for them. They value each lead delivered to them by the calling team and take pride in the glowing work relationship they have with Callbox.
The Client is a worldwide market leader in online hotel reservations; provider of fast, secure and easy-to-use booking system with access to over 35,000 hotels, inns, B&Bs, and resorts. The Client was losing online sales due to both seasonal and irregular network congestion. They believed that frustrated customers were abandoning the sales process when browsing seemed too slow. Factors beyond their control did not allow them to “fix the internet”.
The Client believed they could save these abandoned sales by making their online reservation system available over the phone, allowing potential customers to talk to a live operator 24/7. They decided to provide a prominently displayed toll-free number on their website believing that live operators could keep the customer on the line until closing the sale during congested periods.
By electing to outsource, they hoped to find a single experienced call center could cut costs by managing both incoming phone sales and customer service for cancellations or reservation modifications.
By boldly choosing to support their online business with live operators, they discovered that far from cannibalize their online channel, they strengthened it, even created a new channel of dedicated phone customers, and simultaneously offloading management of customer service requests to Callbox.
The Client is one of the premier retailers of Dish Network, the United States’ lowest priced all digital satellite provider. Dish Network offers a variety of HD programming such as theater-quality movie channels, educational and nature programming, Pay-Per-View HD movies, and HD broadcasts of special events, including concerts, boxing matches and professional sporting events.
The Client offers TV and entertainment packages that are put together to give choice and value, loaded with popular options for a low price as well as very affordable equipment upgrades.
Providing satellite sales, installation and service throughout the US was not easy for the Client which was a young company. It saw the need to grow, not only in terms of client base but in customer service capacity as well, in line with its goal to provide outstanding service to its customers. The Client faced stiff competition from huge cable providers all over the US so it needed a major marketing campaign to introduce its company, its offers and retain a loyal set of customers. An attempt at in-house sales operations was made by the client, but did not generate as many customers as expected. The Client saw the need for a partner to reach its target market and eventually, hit its sales target.
THE CALLBOX SOLUTION
In order to gather interest for the Client, Callbox launched a Lead Generation campaign in April 2006. Since the Client had in-house specialists, the task of Callbox agents was limited to gathering prospects by generating interest in the Client’s offers, and forwarding these prospects to specialists who closed the sales. A total of 10 agents consisting of 7 openers and 3 closers handled Client’s account. The 6-month lead generation campaign by Callbox customer representatives involved the introduction of the company, its offers and basic installation information.
This is the Client’s first experience with outsourcing, and Callbox is proud to be chosen.
The Client is an agency under the Ministry of Trade and Industry spearheading the development of Singapore’s external economy wing. Its mission is to promote the overseas growth of Singapore-based enterprises and international trade. With a global network of over 30 locations, the Client offers services to help Singapore enterprises export, develop business capabilities, find overseas partners, and enter new markets. They work to position Singapore as a base for foreign businesses to expand into the region and Singapore-based companies.
The Client’s primary objective was to acquire foreign leads to participate in their ‘business matching’ trade portal. They targeted importers, distributors, wholesalers and manufacturers all over the US, to seed business opportunities and partnerships.
THE CALLBOX SOLUTION
Callbox launched a Foreign Lead Generation Campaign.
Based on the Client’s specifications, a target call list was provided from the Callbox database. In order to provide the Client with the right list, the Callbox research team studied the Client’s present goals and long term plans in order to identify potential prospects. Callbox agents made calls across the US daily, inviting businesses to post their company profile, products and services to the trade portal, emphasizing the opportunity to expand the prospect’s market in Singapore. Pertinent information was collected contact person, designation, contact number, company name and address. Among the qualifying questions asked by the Callbox team were:
Hot leads were qualified and matched with suitable Singapore-based enterprises. If requested, Callbox also sent the prospect invitations and online brochures.
With the Callbox team delivering a large number of leads monthly, the Client has been enjoying an increasing number of registrations on the online portal, significantly expanding its customer base. The Client’s Business Matching Group expressed satisfaction with the leads generated and the consistent professionalism and quality service shown by the Callbox team. As a result, the Client still continues to engage the services of Callbox in foreign lead generation. Today, Singapore’s most comprehensive business portal lists over 100,000 companies and is growing daily.