We don’t simply service and retain customers. We convert new ones. We leverage the most modern social media tools to track competitors’ keywords and brand crises to engage and sell our client’s merchandise and services.
tele-engagement & contact center management
While we are experts in lead engagement. The bedrock of communications is still the phone. And today there are still industries such as healthcare, pharma, medical device, and technical support which heavily rely upon the phone channel. We have a proven history of success in this area.
live chat & email support
Cheaper than a phone call and more efficient as more than one engagement can be handled simultaneously. Telepathy templates conversation outlines for agents to engage customers and leads via live chat. We script conversation starters and rebuttals in the voice of our client’s brand which impacts leads and product sales.
The best leads are the ones who choose to pick up the phone and call you. We identify these leads and convert them into customers via speech analytics, call tracking, and advanced targeting.
VNSNY case study
New Sales Scripts
A top healthcare plan provider in New York, VNSNY identified issues with their incumbent contact center which included lead conversion, reporting and compliance. Sales conversion was lagging, and two CMS categories had been compromised.
Telepathy conducted an audit of the existing contact center before ultimately recommending a migration to a more modern and better-quality contact center which could provide better reporting and performance. We wrote scripts, coached agents on salesmanship, updating reporting, and worked with the client’s marketing department to better understand tactics in market to staff efficiently.
After migrating contact centers and implementing our strategic management, the client saw improvements in the following areas:
Additional calls handled
Increase in lead conversion
Increase in industry compliance rating (CMS STAR)
Reporting is provided daily with weekly meetings to address granular findings and points of influence. Telepathy continues to manage the contact center on behalf of VNSNY CHOICE to great success 10 years after the initial assignment.