TTC has provided both outbound and inbound telemarketing services since 1984.
Does TTC's Inbound call center support 24 hours, 7 days a week operations?
Yes. We are open 24 hours a day, 7 days a week, 365 days a year.
How many full and part time people comprise TTC's current call center staff?
TTC currently employs 850 employees; about 10 percent are full-time. Our staff levels vary depending on calling volume.
What is TTC's current call capacity?
TTC's inbound operations can effectively handle more than 45,000 calls per week.
TTC's outbound centers can handle more than 12,000 calling hours per week. TTC manages call centers in both its Chicago headquarters
and remote offices; comprising more than 250 outbound stations and 75 inbound stations.
TTC works with clients in the publishing, financial services, catalogers and
direct marketers.
Does TTC have staffing capabilities to handle increased demand during peak activity periods?
Yes. TTC has a pool of
trained and talented TSRs (Telemarketing Service Representatives) to handle increased volume due to seasonal and promotional influences.
Does TTC provide dedicated phone representatives if a particular project demands them?
Yes. TTC selects and trains
TSRs to meet the requirements of each particular program. TTC's Program Developers and Operations Managers select TSRs based
on previous experience, skill sets and program requirements and can dedicate them to future programs as required.
What long distance carriers does TTC use?
TTC uses ATT and Global Crossing long distance service.
What telecom switching hardware system(s) is TTC using?
TTC uses EON's EQ 4000 system.
Does TTC have programmers on staff?
Yes. TTC staffs and maintains its own programming department to guarantee
maximum efficiency from every calling program. Working with your Program Developer, TTC's programmers develop specific
scripting and reporting functions to best meet your program objectives.
Written and oral testing for product and client knowledge is another important element of our training package.
We also use extensive role-playing between TSRs and staff to insure thorough understanding of program goals and strategies.
What is TTC's standard call service level for an average program?
At TTC, we measure program quality individually
by the goals and objectives set by our clients. Our minimum goal on all inbound programs is to answer 80% of all calls in 20 seconds or
less with an abandonment rate of less than 5%. During 2001, our ASA (average speed of answer) was 12 seconds with a 2% abandonment rate.
Can TTC provide support for holiday staffing requirements?
Yes. TTC1s inbound division supports the sales and
customer service departments of many major national companies during weekend, holiday and off-hour periods.
Can TTC receive or send information electronically?
Yes. TTC can electronically send or receive information via FTP Site, E-mail,
Internet/Web or Bulletin Board. Information that has sensitive data can be encrypted before transmission.
Does TTC have a disaster recovery plan?
TTC's ACD system has two hard drives that run redundantly to guarantee the
integrity of the ACD in the event of a system malfunction or interruption from diagnostics procedures. In addition, the ACD
is equipped with battery backups that maintain power in case of an electrical failure. Back to Top
TTC has also installed a diesel powered generator that can supply power to TTC's entire inbound and outbound Chicago facilities. This
includes call stations, MIS staff, processing and support personnel and functions.
How does TTC provide security for sensitive customer data and sales information?
The security of your sensitive
corporate and client files is a top priority at TTC. All client files are password protected and hard copies are kept under
lock and key in file cabinets in secured offices.
Can TTC provide an electronic link to a credit card processor that we would designate for credit card approval?
Are quality control measures and results reflected in employee reviews?
Absolutely. TSRs are regularly monitored
during every calling program and are graded and scored on their performance during every 48 hours of service. TTC uses standardized
monitoring evaluation forms. We can also modify evaluation forms to meet your specific criteria. If a TSR scores less than 85%
during any session, they are placed in an "alarm book". These TSRs receive intensive training, coaching and critiquing to bring
their performance up to TTC standards. Personnel who fail to improve are removed from the calling program.
Has TTC developed any strategic alliances to provide additional services to support its telemarketing programs?
Yes.
TTC has established relationships with key suppliers of fulfillment, database management and other related service providers.
Should you need a special service in conjunction with your calling program, TTC has the resources to help.
Does TTC provide a dedicated customer support representative as a single point of contact for communication of customer service issues?
Yes. In addition to the Client Services Manager, a dedicated IS contact, Program Processor and Account Executive will personally oversee your campaign.
If more staff are required to assure a successful campaign, they will be assigned to your account.
What is a typical time frame for program development and implementation? What are the factors that affect turnaround time?
Typical program development times range from one to three weeks. Since every calling program is unique, the time we invest up-front
in needs analysis and goal setting can pay off in better program design and implementation. Programs are designed to meet specific
marketing goals and objectives. After determination of those objectives, TTC's script development and IT personnel design a
telemarketing script and supporting computer program to provide TSRs with the best tools available.