Midpoint’s personalized call center teleservices can help you compete. across the board.

Whether taking a lead to send along to your field sales reps or dealers… or taking an order from a customer on your toll-free number … or answering a caller’s customer service question … 

Midpoint’s teleservices representatives will handle the call as you would yourself. 

 

Satisfaction guaranteed. 

 

Customer-centric call center services

 

Midpoint is a medium-size supplier of teleservices – big enough to cover the complete needs of all but the largest of client companies, yet small enough to be flexible and innovative in meeting whatever unique requirements you may have.  Our call center currently has 24 computer-interactive workstations.  It can be expanded when necessary.  However, at average call lengths of 2 minutes, this translates into total capacity of more than 4,000 calls per eight-hour day, or more than 8,000 calls in a two-shift operation. 

 

Midpoint is “right-sized” for service

 

Midpoint is ideally sized to serve a select group of customer-centric clients.  Our size allows for complete training of a dedicated team of Teleservices Representatives (TSRs) in the nuances of our client’s products and programs.  In the Midpoint call center you will have a small team of well-informed people, each equally qualified to represent your company as you would yourself. You can be confident that our TSRs will present a polished and professional company image as they answer the phone in your name.  Our quick, accurate, and courteous support will only add to your company’s prestige.

 

The full scope of Midpoint’s Teleservices Division includes: 

•        Information requests and follow-up literature fulfillment
•        Inquiries and other customer service with interactive transaction records and customer histories
•        Catalog and direct marketing order entry, with up-sell/cross-sell
•        Lead receipt or generation with personalized laser-printed follow-up letters
•        Internet inquiry, order entry, and email communication
•        Dealer locator service with immediate voice, mail, or fax response
•        Outbound market research
•        Outbound lead qualification and tracking. 

Inbound calls:  Your first chance to make a great first impression

 

The Midpoint call center provides full order receipt and entry via "800" lines that are dedicated to your programs and answered in your name. Our TSRs who answer your calls will be fully conversant with your business, products, inventory status, current promotional campaigns, and most important – your customers.  Each existing customer’s buying history and personal notes appear on Midpoint’s order entry/customer service computer screen when the call is answered. This enables friendly and accurate order entry – plus courteous and competent customer care if it’s a customer service call.

 

Integrated order entry and processing

 

With our strong background in catalog sales and direct marketing, virtually all of Midpoint’s order calls involve the capture of source keys or promotion codes for later analysis.  Order entry screens are set up to accommodate whatever codes you are using for a particular marketing effort, and relevant information is included in the TSR’s on-screen call guide.

 

In order entry for catalog or E-Commerce applications, your inventory status will be strictly "up-to-the-minute."  Or more precisely, up to the second:  On telephone orders, our system blocks the entry of an item that may have gone out of stock just seconds earlier as the result of an order entered by another teleservices representative.  This feature allows the TSR to advise the caller immediately of out-of-stocks and supply the expected date of receipt on back-ordered items or suggest alternative selections. 

 

Outbound calls: added marketing support

 

While inbound service is Midpoint’s primary focus, we also provide outbound lead-generation, lead qualification and tracking, plus market research calls or other information gathering services.  We do not do outbound telemarketing or fund raising. Such services require a different personality type than the customer care oriented people who make up our Midpoint team of TSRs.

 

Customer Service too

 

The overriding objective of your CRM team at Midpoint will be to treat every caller as if he or she were the most important caller of the day.  This requires knowledge and preparation.  It also requires systems and technology that facilitate the process. All are present at Midpoint.

 

Most customer service calls typically involve questions concerning orders or products.  As noted, our ability to respond readily with the required information while the customer is on the phone is made possible by having customer histories, order tracking, and extensive product information available on-line in our database.

 

Your customer’s call into the Midpoint call center can provide one of the most important entry points into your company’s CRM program.  Information like customer records, call notes, and ordering histories including items ordered, are all vital in any integrated system – and they’re all part of your interactive database at Midpoint.  And best of all, if you do not yet have an established CRM program in place, Midpoint can assist you in creating a web-based solution in coordination with our call center services.