HOME PAGE: (Page 1) <Copy to be drafted to complement winning style but the key points will be our 'unique capacity to provide a blended service utilising overseas agents for administrative support with a capacity to escalate to Australian agents where 'local' knowledge is important such as for sales or more technical matters>.
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Est in 2009 we are an Australian owned and managed contact centre with HQ in Melbourne, Australia, and Contact Centres in Manila and Mumbai.
We specialise in inbound & outbound marketing & customer service for and company or organisation that has a need in these areas in supporting their customers either on a Business to Business (B2B) and/or Business to Consumer (B2C).
Our contact centre is run by experienced Australian management who have a wealth of knowledge in both on and off shore outsourcing.
Our Agents be they in Australia or one of our overseas contact centres are committed to customer service. Our international contact centre agents are specifically trained to understand and articulate the Australian accent and we do this through regular exchange programs with Australian team leaders.
We specifically hire the best and most qualified staff for our client’s requirements and where appropriate will fast track any transition by contracting or re-employing key members of our clients staff thus minimising the hardship and cost of redundancies.
Watch our introduction video: <PROPOSED VIDEO>
We offer a complete turnkey solution with no hidden costs to make your transition offshore easy, but we can also completely tailor a solution to your businesses to make sure its suits your business.
We specialise in all facets of outsourcing and we have had great results in Lead generation, Telemarketing, Appointment setting, Inbound customer service & sales, inbound help desk, Debt collection, and surveys.
ABOUT OSORCE: (Page 2)
Osorce was established to deliver holistic contact centre support for those small to medium enterprises running inefficient and costly call centres whether they have 2 or 100 seats.
Osorce is able to offer the most cost effective solutions for any particular requirement, because we match the scope of a particular task with the most cost effective resource.
For example if the requirement is to provide straightforward administrative support we would utilise an overseas agent at a cost of around A$9 per hour. However if the initial enquiry requirement required local knowledge then we would address this with one of our Australian agents. The Australian rate is understandably much higher, but this cost needs to be measured against the loss of a sale or churning of a customer whose expectations were not met by an overseas agent who lacks understanding of the average Australian's cultural and geographical circumstances. A simple cost benefit analysis based on market research for a given requirement normally highlights the most suitable option.
Osorce also utilises state-of-the-art technology and systems. With telecommunications we deploy VOIP technology utilising high speed internet connections to ensure top quality audio at minimal cost. With respect to Systems we have expertise and development capabilities to integrate transactional data collected by our agents with a comprehensive range of software applications for CRM, Field Management, On-boarding and Accounting.
Our Industry Reach
Osorce services a wide range of industries including Energy Retailers, Telco's, Wholesale/Distribution, Car Dealers, Finance & Accounting, Insurance, Media, Education and Consumer Retail. These services include Customer Service, Sales (Inbound & Outbound), Technical Support (IT & Various Trades), Marketing (QA & Customer Retention), and Administrative Support (Customer Liaison, Complaints, Debtor Queries, etc.).
Our Clients Objectives
1. Increase efficiencies to minimise costs
2. Create new market opportunities
3. Improve productivity by outsourcing functions that are more efficiently better managed by in an environment that is structured to service high volumes (critical mass) and as a consequence provide scalability and reduced costs.
4. Facilitate flexibility in staffing and manpower management
With extensive experience, we believe that the key to success with any outsourced project is in providing client insight and involvement with experienced local management to oversee the completion of each project.
The Osorce Methodology: People, Process, Performance (KW TO MODIFY/REWRITE FROM HEREON)
We provide our clients with outcomes that meet their business objectives. We hire only the best talent and align resources to client needs and values.
We develop and empower our people through our proven training methodology.
We manage performance through coaching and mentoring with a focus on operational effectiveness.
We review all outcomes and evaluate for better efficiency through continuous improvement.
SERVICE & SOLUTIONS (Page 3)
Outbound Services <heading>
Sales Lead Generation <subheading>
We can generate a lead list of your potential customers. Our agents will determine your prospects that are most likely to make a purchase by penetrating, probing and asking the suitable questions, and getting a decision maker on the phone.
Appointment Setting <subheading>
This is our specialty, Our agents become the life blood of your sales force. The appointments they set are fully qualified to your specifications to arrange one-on-one meeting between your sales force and your clients. Their role is to convince your prospects of the benefits of your product and service. The way we supply the appointments to you are fully flexible to suit your business.
We can also take care of converting leads and actually closing the sale for you. Whether it needs one call or several follow-up ones, our dedicated agents can get the job done.
Inbound Services <heading>
Customer Care and Support <subheading>
Our inbound call centre agents will efficiently answer your customers enquiries about your products and services to ensure customer retention.
Inquiries Handling <subheading>
We effectively and precisely answers calls to provide your customers with a thorough understanding of your services and products.
Our agents are trained to identify opportunities for a sale, as well as take advantage of cross-selling and up-selling to increase your revenues.
Order Taking <subheading>
We are ready to take your orders accurately, quickly, and conscientiously from your customers at any time of the day.
FAQ's (Page 4)
Frequently Asked Questions
How many calls can a telemarketer make in an 8.5-hour shift?
On the average, we expect our telemarketers to make a minimum of 100 calls with a maximum of 200 for business campaigns and between 200 and 400 for residential campaigns. However, the amount of calls that is affected by various factors such as how long the spiel is, the varying length of each conversation, and the actual requirements of the client.
Do you guarantee appointments or sales?
We do not promise our clients set guarantees. However we work with our clients to determine the desired results for each campaign, and we can then give you a realistic estimate on expected results.
Will the same telemarketer be assigned to my campaign all through out?
Yes. We will assign the best telemarketer we feel is most suited for your campaign and he/she will be assigned permanently to you. You will get to directly speak and coordinate with him/her as if he/she was your directly-hired personal telemarketer.
How can we be assured on the quality of output?
All our telemarketers are well-trained by mentors who possess extensive experience in the telemarketing and customer service field. We also have our quality control officers who make sure that all the appointments, leads, or sales forwarded to you are 100 percent confirmed.
How do we get the appointments?
We will send you reports through email at the end of each telemarketer’s shift. They will include a detailed documentation of each of the calls made for the day and the appointments set or sales made. On the other hand, we can also provide you a system that allows you, for example, to receive records of each appointment set right away or to share an online calendar with the telemarketer.
Is there a minimum contract?
The standard minimum contract for our customer service and telemarketing services is 3 months. But because we understand that your requirements are not necessarily the same as another companies, we always do offer flexible terms. We also accommodate discounts, especially for longer-termed contracts and large volume of telemarketers needed.
Is there a minimum amount of agents for a campaign?
Yes the minimum amount of agents per campaign is 3 agents per month.
Where is your call centre located?
Our call centre is located at Philexcel Business Park, M.A Roxas Highway, Clark Freeport Zone, Pampanga 2009, Philippines.
How do we pay for your services?
You can pay us through EFT into our Australian Bank account. or by credit card You will be billed monthly in advance.
How soon can we get started?
We can start a partnership right away. If you have the script and call list ready we can start within 48 hours.
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CONTACT US (Page 5)
Australian Head Office:
70 Robertson Street,
Phone: 1300 657778
Fax: 1800 657778
Indian Contact Centre: TBA
Phone: 1300 657778
Fax: 1800 657778
Philippines Contact Centre: TBA
70 Gnnnnnnnnnnn Street,
Phone: 1300 657778
Fax: 1800 657778
Click here to email us