Our Process

What’s Included In Your Hourly Rate Outbound Campaigns?

Agents

• Agents selected for quality of their voice and accent – The Filipino voice that customers love.
• Script writing / Training, mentoring and re-training of agents.
• Agents on salary + incentives (all incentives QA checked).
• 7.5 billable hours per day – you don’t pay for lunchtime or breaks.

Technical

• Dynamic in-house CRM Team – bespoke CRM build.
• Licensed Dialler – UK support team.
• Premium VOIP connectivity – Tier one routing.
• Fibre line internet connectivity .
• IT Support dialler and desktop.
• Dialler Disposition reports upon request.
• Quality review of daily work – 100% validation and SFTP access.
• Private calling rooms for teams over 20 agents– CCTV access.

Bespoke USP’s

100% validation – Only true consumers will be delivered to the client
We can get a call completed, validated and delivered to the client in 10 minutes
Philippine voice and accent – the consumer is more receptive
Western Managed / Trained by Reuben, Paul and their team
Connex Licensed dialer / 30MB fibre line from PDLT and 20MB back from Globe

Management

• A fully managed call centre campaign lead by managers from the UK and Australia.
• Team Leader support – performance driven.
• Board Jockey support – performance driven.
• Daily/weekly Reporting in any format you wish.
• Skype group chat for instant communications.
• Daily review of your call centre campaign to increase results.
• The outbound campaigns are being run from our 250-seat call centre with training rooms, break room, fully-manned security and dedicated HR team.

What Is Included In Our Bespoke Outbound Campaigns ?

Agents
Calling Station
ISP/Telco
Use of our internal opted in calling data base or supplied by you
HKT if needed. If call drop consumer details sent via e-mail
Full voice file recording
Use of our licensed Texo dialer
End of shift report with disposition
TL / Supervisor for over 10 agents
Experienced agents – no fresher’s
Review of your script for success
Calling Monday to Friday
Other bespoke reports that you require
Calling of Landline Numbers
Calling of Mobile Numbers
10 minimum agents per campaign

QUALITY AS A GROUP

Tele Quest is one of the most successful contact centers in the Southern Philippines. With over 10 years of experience in contacting consumers in the UK, USA and Australia. Our specialty is bespoke outbound campaigns and back office process.

WE GENERATE GREAT DATA

We obtain our data by contacting consumers in the UK through our direct marketing survey asking sponsored questions on behalf of our clients, obtaining factual information and interest in their products and services.

WE PUT IN THE HOURS

Our dedicated staff are split across 4 time zones making sure that they are on hand whenever you need them. Our contact centre and back office process is open all hours, collecting data 24/7 across the UK, US and Australia.

Recruitment

In order to hire the best candidates for out outbound campaigns, we recruit within Bacolod city and through-out the province, conducting Recruitment Caravans to source the talent pools. Applicants are processed through a screening process before entering a 40 day training period.

The Philippines is a young country with a population of nearly 104 million. It has an average age of only 22 and has almost 500,000 university graduates each year ensures there a significant pool of qualified staff available.
English has always been one of the official languages of the Philippines, ensuring clear communication with prospects during your call centre campaign, and is spoken by more than 14 million Filipinos.

lead generation

It is the language of commerce and law, as well as the primary medium of instruction in education.  Proficiency in the language is also one of the country’s strengths that has helped drive the economy and even made the Philippines the top voice outsourcing and call centre campaign destination in the world, surpassing India in 2012. Source www.britishcouncil.ph

The Philippines is now the world’s leading destination for contact centre outsourcing, outbound campaigns and back office process, with more than one million people working in the industry.

Training

Training agents for our outbound campaigns involves our comprehensive training programs go beyond typical preparatory coaching. Our trainers make sure that mentoring is continuously done until the agents are equipped with enough skills and composure to successfully execute your call centre campaign on the call centre floor. The effectiveness of our training can be measured by the quality of services and live calls done by most of our agents. We design frameworks to monitor the development of an agent’s performance. Trainees not only gain knowledge from our programs, they acquire new skills needed for adapting to changes in the BPO industry and back office process. Our training programs cater to most Western business processes, as we serve clients in different time zones. With our dependable senior trainers possessing excellent communication skills, our agents are well equipped.

call center bacolod

We Provide:

  • Call Quality Monitoring
  • Call investigation (for accurate reporting)
  • Quality check calls based on your specified standards
  • Team of Quality specialists designated exclusively for your campaign
  • Quality initiatives
  • Comprehensive reports to determine performance.
  • Complete Quality processes.
  • Documentation and input.
  • QA Training and refreshers.

Skilled Call Centre Campaign Agents

In order to hire the best candidates for our outbound campaigns, we recruit within Bacolod city and through-out the province, conducting Recruitment Caravans to source the talent pools. Applicants are processed through a screening process before entering a 40 day training period.

Effective Communicators
We train our telesales agents to be effective communicators and how to interact with people in the UK, USA and Australia. Agents develop a rapport with the consumer to discover their needs and requirements.

A Consultative Outlook
Consumers prefer engagement with agents who understand their needs and those who know how to propose solutions that suit their preferences.

Agility and Persistency
Our telemarketers are resilient and remain enthusiastic during your outbound call centre campaign. Through experience and training, our agents are able to convert uninterested individuals into warm prospects.

Forward Thinking
Along with fundamental training, we also encourage our agents to be updated with recent trends in outbound marketing, call centre campaign and other BPO campaigns. Being knowledgeable of the products and services they offer also helps them to speak with credibility and professionalism.

Account Management

The Direct Relationship

Business moves fast and the peace of mind that we are always available to take your call is invaluable. Our dedicated account managers, customer service and accounts team are always available to support you. Should you wish to make a change to your call centre campaign or back office process, we can turn on a dime and implement the changes quickly.

We provide hourly, daily and weekly reports in any format you require and are available via skype, email or landline.

Account Management

Technical Details

Technical Details
Order Confirmations
System Set up
Deliveries
Production Liaising

Client Services

Weekly/Biweekly Client Reviews
Data Reviews
Feedback Handling
Billing Queries

Strategic Planning

Daily Campaign to
address volume/quality or
to generate more client targeted results
Qualitative results to aid re-orders

Compliance

Data Compliance

https://ico.org.uk/for-organisations/guide-to-data-protection
According to the Information Commissioner’s Office (ICO) ‘The Data Protection Act 2018 (the DPA) is based around eight principles of good information handling. These give people specific rights in relation to their personal information and place certain obligations on those organisations that are responsible for processing it’. The DPA 2018 sets out the data protection framework in the UK, alongside the GDPR.

What is personal data?

Personal data is data that relates to a person. A data supplier must demonstrate how and when they received this data, under what lawful basis it was collected, by whom and how that basis complies with the GDPR today.

compliance

What is the difference between a Data Controller and Data Processor?

It is essential that any organisation involved in processing personal data is clear as to their role and responsibility. Data Controllers determine the means and the purpose of processing personal data. Data Processors process data on behalf of a controller.

Who’s responsible?

Under GDPR, everybody in the data processing chain is responsible for the care of personal data including both controllers and processors.

Are you dealing with the Data Collector or Data Aggregator?
It’s important to establish the provenance of data. Therefore, you should stay as close to the point of original data collection as you can. Work with collectors where you can; if you use a broker, ensure they have a clear view of the data origin and completed the relevant due diligence documentation.
Should I only buy ‘Consented’ data?
There are six lawful bases for processing (Consent, Contract, Legal obligation, Vital interest, Public task and Legitimate interest). Either Consent or Legitimate Interests could be acceptable for different forms of Direct Marketing. Neither is ‘stronger’ than the other; it’s important to establish the most appropriate for the type of processing conducted.
What constitutes consent?
The standards for obtaining consent are increased under GDPR. Consent needs to have been captured “freely, specifically, informed and unambiguously” using a “clear affirmative action.”

What about Third Party consent?
A data collector will collect consent from a consumer for other organisations to process their data; this is third party consent and the GDPR requires that the third party should be named. Categories of third-party organisations will not be enough to give valid consent under the GDPR. If the third party is not named then consent cannot be relied upon as a lawful basis and another lawful basis is likely to be most appropriate for your processing activities, such as Legitimate Interests.
Legitimate Interests
If your supplier relies upon Legitimate Interests as the appropriate legal base for processing personal data they should be able to share with you details of the Legitimate Interests Assessment they conducted, demonstrate that they have clearly informed people what will happen to their data and given the consumer the opportunity to object.
Due Diligence forms
Get due diligence forms completed by your suppliers, but don’t stop there. Your due diligence process should be an on-going process.

What about withdrawal and the right to be forgotten?
It needs to be as easy and without penalty for a consumer to withdraw their permission. Withdrawal of permission is not the same as being forgotten. A data supplier needs to retain a record of a consumer if they are to ensure they no longer communicate with that consumer. A consumer may request to be forgotten and a data supplier will inform the consumer of the implications of this choice before complying with the request.
What if I do it wrong?
Fines under GDPR could be up to €20m or 4% of global turnover, whichever is higher; therefore, marketers need to choose their suppliers carefully.
Are there any Trade Bodies and/or Regulators?
Any organisation handling personal data is regulated by the Information Commissioner’s Office and the Direct Marketing Association responsible for ensuring standards of behaviour in the direct marketing industry.
The above terminology was gathered from the ICO. Further detail on the above topics can be found at https://ico.org.uk/for-organisations/guide-to-data-protection

Contact our team at TQVS Today

Call Centre Services Philippines

Call Us:  PH +63 (34) 474 2448 |UK +44 203 630 0268 | AU +61 28 379 2041 | US +1 607 622 9215