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Proactive cable and telecom organizations recognize that in today’s competitive landscape means reduced customer loyalty. Because customer acquisition is so expensive, it’s vital for a company to retain their existing, high-volume customers. A well managed churn management program that addresses voluntary and non-pay saves, debt collection and customer premise equipment (CPE) retrieval can have a very positive impact on reducing customer defections and revenue. Often, customers can be saved, revenue is rescued and in cases where disconnects occur, expensive CPE can be redeployed.

If you haven’t considered a Churn Management program for your organization, or if you need additional help, Realtime Results is ready. We’re bringing new technology and new tricks to a long-standing challenge. Contact us today to learn more about Realtime`s Churn Management services and how they can help your organization.

The current global slowdown with economic challenges can reduce your customer’s buying power affecting your new sales numbers. But – as the extensive growth is slowing down – the almost only way to increase the subscriber base is the seduction of each other’s customers. Changing markets coupled with tough competition require you to reevaluate the importance of churn prevention and rethink your approach and business processes.

On an average, decreasing your churn rate by 1% will increase your profit by 6%. It definitely sounds encouraging, but can you achieve it all alone? You will require a sophisticated and well functioning churn management solution that can help you retain the high value subscribers resulting in increased average ARPU. It should assure the most effective usage of the allocated resources for churn prevention due to well defined and good targeted offers. Now all this can be made possible by partnering up with third party experts in churn management while having maximum control in your hands by accurate and up-to-date reporting and evaluation.

Realtime Results offers a call center-based churn management program  for telecos that is helping companies to increase their customer retention. We help our clients define, build and implement a program that gives customers that little bit of extra attention. With proactive communication and customer outreach, we help our clients significantly move toward achieving customer retention. Contact us today to know more about our churn management services.

Today more than ever there is a need to manage “Customer Churn” because Churn is not just something you see when someone cancels their services. Today “Customer Churn” is shared across various Social Networking communities like blogs, Twitter, Facebook, and other online communities, etc.

The damage from one outage, one bad Set-Top-Box, one dropped call, can be magnified as social networks spread the word about your service. Too often we see a new Facebook page “I hate my XYZ service”… with 1000′s of followers.

A well executed retention campaign can persuade the customers to take a positive action. For telecoms, they’re the best bet for adding those extra channels, upgrading that phone, signing on for that new service bundle because they were carefully contacted the right way at the right time. This segment of customers is worth saving—they’re profitable and can be convinced to be more profitable—and they’re worth an effort because the effort will make a positive difference to your bottom line.

Realtime Results offers a call center-based churn management program that is helping companies to increase their customer retention. We help our clients define, build and implement a program that gives customers that little bit of extra attention. With proactive communication and customer outreach, we help our clients significantly move toward achieving customer retention. Contact us today to know more about our churn management services.

Get the Best ROI from Your Call Center – Build a Relationship

In order to ensure that you have the largest ROI possible from your contact center, there are two main things that need to be taken into consideration. First, ensure that the choice to outsource is not a ‘quick-fix’, but rather a long-term investment and commitment. The cost of start-up fees, the research done on the outsourced companies, and the trust you are placing in the successful company does not fit well with anything other than a long-term commitment. Even if your need to outsource is project-based, if you plan on going back to the outsourcer in the future you can build a relationship with the company and get more for your money.

Also, it is important to make sure that the company you outsource to is the right fit for you, your company, and your needs. Does your culture align with theirs? What about their approach to customer service, training, quality, values and beliefs?

Do not be afraid to ask questions, ask for references, and an official proposal. Remember that you are interviewing this company for your business – they should have all the answers ready to give you.

At Realtime Results, each customer call is an opportunity to build that personal touch with the customer which not only helps us build long lasting relationships with customers but also repeat business. Realtime Results focuses on enhancing the customer experience by providing consistent service delivery across all customer contacts. Realtime Results offers higher results, through highly skilled people, superior operational excellence, differentiated environment and customer feedback insights.

The most important thing a company must be able to provide their customers when they go through a third party verification process is data protection. Customers are providing important information that must be protected at all times. Every day we see situations online and on the news about financial data and other personal information becoming public. This actually makes customers much more cautious about giving out their private information.
The Realtime Results third party verification solution gives you a partner you can trust and you will be getting a service that will go above and beyond to offer the security and safety your customers need and deserve. We strive to help you meet compliance requirements and improve your bottom line; thanks to our high TPV success rates, low costs and seamless process. The Realtime TPV offering sets itself apart through the strength of our Web-based technology platform that was developed in house. With highly customizable state-of-the-art system, Realtime Results TPV offerings can be adjusted to meet the needs of each business independently on the fly.

Serving customers via call center is just like working for any other industry. You always have to be ready to serve with a smile. This friendly tone brings out all the good things in the call.

From the moment you delivered your opening script until you say your closing statement, the customers will rate you based on how you relate with them, more than the information that they got from you. So even if you delivered bad news during the call, they will still thank you for telling them the truth in a polite manner. Organizations have realized the fact that a solid customer support team helps customer retention. Call centers are now playing a big role in keeping customers satisfied at all times. Clients are grateful that there are friendly people on hand every time they call. Your inbound call center team should be well-trained, ready to answer questions and more importantly, can up-sell.

At Realtime Results, each customer call is an opportunity to build that personal touch with the customer which not only helps us build long lasting relationships with customers but also repeat business. Realtime Results focuses on enhancing the customer experience by providing consistent service delivery across all customer contacts. Realtime Results offers higher results, through highly skilled people, superior operational excellence, differentiated environment and customer feedback insights.

TPV or Third Party Verification represents a critical step in the successful completion of business transactions. Organizations can be penalized by regulatory bodies for conducting business transactions without verifying the details of the transactions and keeping a recorded proof of the verification calls. It is a legal requirement for all businesses to have their proposed transactions verified by a third party verification department and the proof recorded before actually charging the transaction amount from the customer’s account. A particular transaction or sale can go ahead only when the details of the deal are verified to be correct by the third party. The importance of TPVs can be justified by the fact that without the verifications, companies can no longer make sales legally.

The Realtime Results TPV solution gives you a partner you can trust. We strive to help you meet compliance requirements and improve your bottom line thanks to our high TPV success rates, low costs and seamless process. The Realtime TPV offering sets itself apart through the strength of our Web-based technology platform that was developed in house. With highly customizable state-of-the-art system, Realtime Results TPV offerings can be adjusted to meet the needs of each business independently on the fly.
Key features of the system include:

• Interactive Scripting
• Intelligent Data Capture
• Immediate Access to Data and Calls
• Powerful, Detailed Reporting
• Legacy and Third-Party System Integration
• Quality Control and Monitoring

If you are looking for a fast and efficient Third-Party Verification (TPV) process to reduce expense and increase sales efficiency, Realtime Results can help. To learn more, check Third Party Verification section on our website.

Contact centers are quickly becoming a requirement for any customer based business. While call centers are a vital part of these companies, contact centers are becoming more and more prominent in today’s industrial world. These contact centers are able to handle emails, faxes, letters, and even live chat allowing for a wide array of options for customers to get into contact with companies. Connected with a call center, they are capable of handling any form of hi-tech communication.  Contact centers have the ability to burst open online communication and utilize everything that technology has to offer. They are used more by all types of businesses, prompting a certain versatility that can be used in a broad range of situations and products.

Realtime Results has been in the vanguard of using open source platforms such as Asterisk to replace traditional PBX switches and systems. Voice-over-IP (VOIP) is certainly where telephones are heading in the call center, and open source takes it to the next level.

Asterisk is an open source software solution that allows anyone to spin up a feature rich phone solution that includes IVR, trunking, call recording and a host of other powerful features typically reserved for expensive PBX solutions. By leveraging Asterisk, Realtime has been able to create a robust calling platform that is highly scalable and extensible. Because we have access to the source code, we’ve been able to customize and implement calling solutions that are truly unique to our business.

If you haven’t examined open source solutions such as Asterisk or Freeswitch, what are you waiting for? There’s a revolution happening in call center telephony solutions. Don’t get left behind.

The job of a call center is to make sure that the caller leaves the conversation satisfied and content. Having a strong call center can make the difference that every business strives for when it comes to customer satisfaction. This task is not an easy one and requires a certain expertise to fully utilize the tools that make a strong and positive impression. At Realtime Results, our call centers excel at giving your customers every courtesy possible to ensure that they walk away happy with their experience. From the highly trained staff to our cutting edge technology, we leave no stone unturned in our mission to make certain that every caller is properly taken care of. The call centers at Realtime Results go the extra mile as a matter of course, guaranteeing the best possible results for your company.

When companies look to outsource their call center activities the process they use on the front-end to conduct a search can immediately set them on the path to success or failure. Most companies start with a similar list of the elements they are searching for in an outsourcer such as low cost, available capacity, experience, technology, etc. But so many companies fail to factor in the one element that can put them on the path to success – the ability to establish and maintain a strong partnership or relationship with the company they choose.

Choosing to outsource call center activities is not a quick fix but is rather a long-term investment and commitment. You are going to spend a lot of time with the folks you outsource with, and you are going to have to trust them with a key component of your business (oftentimes directly interfacing with your customers).

To be successful, your list of criteria needs to include a section devoted to these relationship attributes. How well do your cultures mesh? Do you have similar philosophies for customer service, training, quality and values? Ignore these critical components of the relationship at your own risk.

When you go shopping for a call center outsourcer, don’t shy away from these relationship driven questions. Ask for references. Spend extra time with the key people in the company. A little bit of homework beyond cost can ensure you generate an attractive return on your outsource investment.

Managing field sales team has always been challenging for sales managers. However, your job gets much simpler and productive if you get a solution that helps you to know where your reps are selling, ensure that they are on the job, and offers electronic leads/orders instead of tedious paper flow.

The Open Door Sales Solution provides managers with a host of benefits and tools that helps to effectively manage field sales team thereby making their jobs easier, more efficient and productive.  Some of the key features that Open Door offers include:

• See where reps are selling in real time on an interactive map. Review a history of lead and sales activity for reps on specific days.
• Review individual stops on the map. See how long a rep spends at a particular location and whether or not they make a sale.
• Monitor sales locations; see where a rep is when they submit a sale or disposition a lead.
• Track the time a sales rep works with an integrated Clock-in/Clock-out feature.
• Setup Geofences to map and assign sales territories. Also receive automatic notification if a sales rep enters or exits their assigned turf.

Every contact you make with a customer is an opportunity to build upon that relationship. For any customer care strategy to be successful, it is very important to add value each time you interact with the customer. An effective customer care model can actually decrease your reliance on customer acquisition and grow your business in a more efficient fashion.

Optimizing each customer contact is the key to success. A well-handled complaint can actually become a positive experience in the eyes of the customer; an inquiry for information can be converted into a sale; and an account question can be an opportunity to add valuable information to your database.

At Realtime Results, each customer call is an opportunity to build that personal touch with the customer which not only helps us build long lasting relationships with customers but also repeat business. Realtime Results focuses on enhancing the customer experience by providing consistent service delivery across all customer contacts. Realtime Results offers higher results, through highly skilled people, superior operational excellence, differentiated environment and customer feedback insights.

Contact us today to learn more about Realtime Results Customer Care Services.

In door-to-door sales, sales reps are focused on one thing – making more sales. That’s why they value a process or tool that removes obstacles to making sales. Open Door, the wireless door-to-door sales solution, helps sales reps to streamline their work allowing them to generate more sales. One of the keys to this increased effectiveness is the power of the Open Door sales leads management and distribution toolset. Door-to-door sales reps can downloads from anywhere directly on a mobile device (phones, tablets or netbooks) and hit the ground running. It’s the most effective sales lead management system on the market today.

Simplifying lead distribution and lead management is one of the key components of the Open Door sales system. Sales managers can view leads on a map, assign them using through the map and review the progress and activity of each lead. Sales reps receive leads on their mobile device and can view customer information with each lead (Current Status, Disconnect Dates, Current Products, Past Due Balances, etc.).

Using the Realtime Results door-to-door sales solution, sales reps spend more time selling and less time processing paper work thus improving the overall productivity of the outdoor sales team.

Contact us today to learn more about Open Door and how it can help your sales team to make more sales faster.

Customer satisfaction is not enough to ensure repeat business. When customers are merely satisfied with the service they receive they may still walk. Customer acquisition cost, the dollar value required to gain new business, is six to ten times higher for new customers than for repeat business. Effective customer retention is vital to any organization because companies with high retention also grow faster. However, customers can only be retained if they are loyal and motivated to resist competition.

Customer satisfaction and a systematic and proactive approach to customer relationship management are two key components of customer retention. For customer satisfaction to be high, promises and expectations must be met. This involves the organization’s ability to understand customer expectations and to do it right the first time. The ability to deal with problems as they arise is a key ingredient to success.

At Realtime Results, we use a proven retention program to change customer satisfaction into customer loyalty. Realtime Results offers a call center-based retention program that is helping companies to increase their customer retention. We help our clients define, build and implement a program that gives customers that little bit of extra attention. Thorough the use of proactive communication and customer outreach we are significantly moving the needle on customer retention.

Contact us today to learn more about our Customer Retention Services.

No matter how efficient your sales program is or how effective your sales reps are; your entire effort goes to waste if it is not backed by a strong back-office process. Lost orders, incomplete follow-through or delays in order processing and provisioning are just a few of the challenges that can derail your sales program. If a sales rep isn’t getting paid on time and accurately, they are going to stop selling and move on to the next project. Studies show that when a customer receives a call within a couple of hours of placing an order, it increases a customer’s confidence in an organization and their loyalty.

The Open Door Sales Solution provides a turn-key sales management solution that makes the back-office hum. Using Open Door, orders are captured in the field on mobile devices and are automatically transmitted to the back-office. Processing teams immediately jump into action processing orders and updating the status in the Open Door system. Sales reps in the field receive immediate notification on the status of their orders. At the end to the day, a permissions-based access allows sales managers to search, view and edit a consolidated history of all orders of their team. With integrated standard reporting, you can report on sales activity by business unit, sales manager or sales rep. Sales managers can keep a track of their reps in terms of when they worked, number of doors knocked, contacts made and sales made from on and off-turf leads. At the end of the month, commission reporting is a snap.

Realtime Results also offers a dedicated back-office order processing team that is expert in the Open Door process. They’ve handled hundreds of thousands of orders for our clients. This option gives you a proven, turn-key system that simply works.

Contact  us today to learn more about Open Door and how it can help to streamline your back-office operations.

Managing door-to-door sales team has always been a challenge. Knowing where your reps are selling, making sure that they are on the job, and handling paper leads and orders are just a few of the challenges that a sales manager faces. It can be a painful process, and good sales managers are always looking for a better solution that can streamline the process and increase productivity. Open Door, the door-to-door sales software solution from Realtime Results, provides an answer that addresses these key needs. 

Open Door is a powerful sales management system that leverages mobile phones, GPS-location based capabilities and a powerful Web-based management console to give sales managers the ability to track sales leads, monitor updates and statuses and keep track of progress being made in the field. A sales manager can upload leads electronically into the system, view the leads on a map and assign the leads directly to a sales rep in the field, all with a few clicks of a mouse. Sales managers can actually review sales forms data, back-office processing activity and run reports on key activities and metrics making their jobs easier, more efficient and productive.

Contact us today to learn more about the powerful Open Door suite of sales management tools.

Sales teams use a lot of different approaches for tracking sales leads such as paper street sheets or simply having sales reps keep track individually. With the rise of affordable mobile devices and the power of Web-based software services, a new breed of sales lead tracking systems are empowering sales teams in ways never before possible. The Open Door Sales Solution from Realtime Results is at the forefront of this revolution with its powerful leads tracking software.

The Open Door Sales Solution is a powerful sales management system that leverages mobile phones, GPS-location based capabilities and a powerful Web-based management console to give sales managers the ability to track sales leads, monitor updates and statuses and keep track of progress being made in the field. A sales manager can upload leads electronically into the system, view the leads on a map and assign the leads directly to a sales rep in the field, all with a few clicks of a mouse. Once sales leads are assigned, they are electronically distributed to each sales rep and appear on the Open Door software on their mobile phone. Then, as a sales rep works and updates sales lead information, the information is updated back to the Open Door system. This gives a sales manager immediate insight, and a complete view of all activity in the field. Once sales teams start using this process, they quickly turn their back on other approaches to tracking sales leads.

Be sure to check out the other information on our Web site for additional information on the Open Door Sales Solution. It’s the most powerful leads tracking software in the market today.