Appointment Setting
- taking Lead Generation a step further, TCG will fill the
appointment schedule for the client's field representatives.
The client is responsible for the "presentation" and "close".
Customer Acquisition
- the process of establishing a new customer relationship
on behalf of the client.
Customer Retention
- when an existing client-customer relationship is strengthened
and solidified.
Customer Win-Back Programs
- the process of regaining a customer on behalf of the client.
Data Acquisition -
the accumulation of information necessary to create a callable
database.
Database Design -
creation of "front-end" interfaces for access to specific
information within a client's database.
Data Warehousing -
storage and maintenance of databases for clients.
Digitally Recorded Verification
- a customer's verbal commitment to purchase or contract
for the client's product or service. A series of detailed
questions and customer responses are captured and recorded
at the time of sale. The verification process is an integral
part of Quality Assurance.
File Cleaning - processing
a file into a useful, callable database.
Householding - grouping
a residence together as one record, as opposed to listing
them as individual members. This applies to both telephone
and mail programs.
Inbound - incoming
calls through a dedicated toll-free number that are answered
by a staff of highly-trained call processing specialists
for commercial, grassroots and political programs.
Lead Generation -
a program whereby the client chooses to have TCG conduct
the "prospecting" and "qualifying" phases of the sales cycle,
but wishes to set their own appointments, conduct sales
presentations and "close" the pre-qualified prospects themselves.
List Targeting - narrowing
a callable database to match prerequisite parameters.
Multi-Phase Testing
- the continuous tweaking of a campaign over several phases
to increase desired responses and results.
Outbound - a broad
based range of outbound business and consumer call processing
applications including: lead generation, telesales, new
product information, list building, coalition building,
voter contact and focus group recruitment.
Predictive Dialer
- an algorithm-driven dialer designed to estimate the time
delay before an agent will become available to take their
next phone call and synchronizes its dialing accordingly.
Quality Assurance
- the process of monitoring and assessing a program as it
is taking place (real-time) in order to ensure it achieves
optimum results.
Real-Time Message
- a message that is delivered instantaneously, at the same
point in time that the message request occurred in real
life.
Recruitment Rate -
a measure of teleservices production or "yield", normally
measured in units of SPH, sales per hour or APH, appointments
per hour.
Reverse Telephone Append
- adding addresses to records using phone numbers to match.
Soft Sales - a term
synonymous with "up-selling", in TCG vernacular, Affinity
Sales.
Stick Rate - a measure
of Customer Retention. This is the percentage of new customers
that remain with a program after a specified period of time.
Telephone Append -
adding telephone numbers to existing records.
Telephone Service Representative
(TSR) - trained telephone agents who conduct program
calls.
Chase Call - follow
up call which establishes priority to engage in a committed
task.
Coalition Building -
the process of enlisting individuals to join coalitions
in support of clients' industries' legislative interests.
The end result is having an army of activists ready to respond
when called upon.
Data Acquisition -
the accumulation of information necessary to create a callable
database.
Database Design -
creation of "front-end" interfaces for access to specific
information within a client's database.
Data Warehousing -
storage and maintenance of databases for clients.
Direct Connect - a
procedure to reach an individual by phone, and then immediately
connect he/she with the office of a critical decision maker,
e.g. a legislator. Using Direct Connect calls, you can mount
a grassroots response to a bill or proposed legislation
almost instantaneously.
Direct Connect Quota Control
- counter-driven method of controlling calls to a particular
party. For example, a Client wants us to connect callers
to 4 Senators. Only 10 calls to each Senator is allowed
per day. Quota control will prevent the dialer from calling
numbers in each Senator's district when the quota (10) for
that district has been reached.
District Matching
- links constituents with their Congressional, State and
local Legislators based on a zip code +4 match.
Electronic Mail Campaigns
- e-mail can be used as an educational medium, an information
delivery system, a mobilization vehicle, a polling mechanism,
list/data base generator, a conference facility, an instruction
device and fundraising tool.
Fax Campaigns - document/letter
delivery services that result in rapid and effective communications.
File Cleaning - processing
a file into a useful, callable database.
Grassroots Campaign
- "The deployment of constituent-based political power to
have an impact on the way elected officials vote on issues
important to your organization." -Michael Dunn
Grassroots Initiatives
- a process of bringing about a new law or measure before
a legislative body.
Householding - grouping
a residence together as one record, as opposed to listing
them as individual members. This applies to both telephone
and mail programs.
Inbound - incoming
calls through a dedicated toll-free number that are answered
by a staff of highly-trained call processing specialists
for commercial, grassroots and political programs.
List Targeting - narrowing
a callable database to match prerequisite parameters.
Multi-Phase Testing
- the continuous tweaking of a campaign over several phases
to increase desired responses and results.
Outbound - a broad
based range of outbound business and consumer call processing
applications including: lead generation, telesales, new
product information, list building, coalition building,
voter contact and focus group recruitment.
Predictive Dialer
- an algorithm-driven dialer designed to estimate the time
delay before an agent will become available to take their
next phone call and synchronizes its dialing accordingly.
Quality Assurance
- the process of monitoring and assessing a program as it
is taking place to ensure that it achieves optimum results.
Reverse Telephone Append
- adding addresses to records using phone numbers to match.
Telephone Append -
adding telephone numbers to existing voter records.
Telephone Service Representative
(TSR) - trained telephone agents who conduct program
calls.
Chase Call - follow
up call which establishes priority to engage in a committed
task.
Data Acquisition -the
accumulation of information necessary to create a callable
database.
Database Design -
creation of "front-end" interfaces for access to specific
information within a client's database.
Data Warehousing -
storage and maintenance of databases for clients.
Electronic Mail Campaigns
- e-mail can be used as an educational medium, an information
delivery system, a mobilization vehicle, a polling mechanism,
list/data base generator, a conference facility, an instruction
device and fundraising tool
File Cleaning - processing
a file into a useful, callable database.
Four-Phase Voter Contact
Program - The Clinton Group's proprietary design for
Sensitization, Identification, Persuasion and GOTV communications.
Get-Out-The-Vote -
calls used to urge voters to go to the polls and vote early
on Election Day
Householding - grouping
a residence of voters together as one voter record, as opposed
to listing them as unique voters. This applies to both telephone
and mail programs.
Inbound - incoming
calls through a dedicated toll-free number that are answered
by a staff of highly-trained call processing specialists
for commercial, grassroots and political programs.
List Targeting - narrowing
a callable database to match prerequisite parameters.
Multi-Phase Testing
- the continuous tweaking of a campaign over several phases
to increase desired responses and results.
Outbound - a broad
based range of outbound business and consumer call processing
applications including: lead generation, telesales, new
product information, list building, coalition building,
voter contact and focus group recruitment.
Persuasion - during
this call, each voter is given a strong pitch on the candidate's
stand on the issues identified through the identification
call as most important to that individual. The Persuasion
call is used to persuade those self-identified as undecided
through issue oriented messages.
Predictive Dialer
- an algorithm-driven dialer designed to estimate the time
delay before an agent will become available to take their
next phone call and synchronizes its dialing accordingly
Quality Assurance -
the process of monitoring and assessing a program as it
is taking place to ensure that it achieves optimum results.
Reverse Telephone Append
- adding addresses to records using phone numbers to match.
Sensitization - used
to identify prospective supporters' level of interest and
likelihood of supporting a candidate's position. Used to
increase awareness of the campaign, as well as to build
name recognition.
Telephone Append -
adding telephone numbers to existing voter records.
Telephone Service Representative
(TSR) - trained telephone agents who conduct program
calls.
