| Term |
The Competition's Answer |
eCallogy's Answer |
| ACD |
Automated Call Distributor - A system used by most call centers to run telephone calls quickly and efficiently through the system, providing little or no personalization. |
Automated Contact Distribution system - A system used to present contacts from various media's to well trained and caring employees. Contacts are handled quickly and professionally in the manner chosen by your customer. |
| Click-To-Talk |
PC-to-PC voice transaction fraught with static, packet delay, and unpredictable voice quality. Requires special hardware and software downloads. |
Carrier grade telephone-to- telephone transaction initiated from your web site.. |
| Dedicated Employee |
Usually comes to work and is only late for their shift 2 days per week. |
Project and subject matter expert. Fully trained and certified on your project. Understands the needs of the caller and will make sure the customer is satisfied. |
| Distributed |
Far flung. Scattered. Unmanaged and unmanageable. |
Separated by geography - United by objective - Directed by True Professionals |
| Flexible |
Willing to bend only when absolutely necessary and after much negotiation. (e.g. "Of course we can do that for you! But it's going to take a few months and it won't be cheap. Wouldn't you rather just stick with our 'cookie cutter' program?") |
The ability to meet your needs from the start. If not, we'll make sure they are met ASAP. (e.g. "Tell us what you need. If it's not already part of the model, it will be soon.") |
| Knowledgeable |
Thinks quick on feet. Been around long enough to make it sound good. |
Truly trained in both customer service skills AND your product/service. Can actually answer questions. |
| Mature |
Old enough to attend high school. Less than 2 lbs. of body piercing. Less than 50% of the body covered with tattoos. Hair is dyed with 3 or fewer colors. Is able to fog a mirror upon request. |
Professional, caring and understanding employees. Usually, college students or graduates. Average age of 30+ years. Includes retirees. |
| Outsourcer |
External group with whom you have a Love-Hate or adversarial relationship. One who provides just enough service to get by and still make their margins. |
A true partner in your success. A company that listens to your company's needs and provides solutions to those needs. An extension of your company that handles the issues that would take you away from your true focus - running your company. |
| Professionalism |
Limits obscenities to "hell" and "damn" when on a call. Doesn't ridicule the caller until after charging credit card. |
Listens to the caller. Makes sure all of their needs are met and the purpose of the call is fulfilled. |
| Ramp-Up |
A padded time estimate the can be, and usually is, exceeded. By doubling the quoted ramp-up time and cost, you're usually pretty close. (e.g. "We can handle it for you. It's going to take a few months to build out the new cubicles and hire the employees to accommodate your traffic. Make sure to give us plenty of notice if you ever plan on growing so we can charge you another setup fee.") |
A brief and affordable time and cost commitment - NOT an estimate. Usually two weeks or less. |
| Training |
Attempt to ascertain ability to speak on the phone. (e.g. "Do you speak English? Great! Here's your desk. Let me know if you have any questions.") |
Monthly customer service, product, project and campaign specific training. Daily project updates, hints, and customer service tips. Weekly review of recorded calls with a Quality Enhancement specialist. |
| Warm Body |
Management Material |
Not quite dead yet |