We are committed to offering our clients the highest quality and standards of campaign delivery. To ensure we meet this commitment we have applied best practices throughout our operation. The best practices were adopted to offer our clients consistency and superior services. Best practices are applied to each campaign by offering a streamlined process, quality assurance, data management practices and excellent client services. We invest in our personnel by offering on-going training programs to guarantee we have the best team on board.
Explore the different practices we have implemented in IDG Direct:
IDG Direct provides a number of different training programmes to our contact centre agents. We believe investing in training is the key to our success as it helps deliver your campaign to its full potential. The training programmes focus on all the key elements to ensure successful campaign delivery and enables us to keep ahead in the industry. We train our personnel to become like “sales professionals” and provide them with the essential skills necessary to be experts in their field.
The programmes include:
- Quality Assurance Training
- Data Training
- Country-Specific Training
- Branded Conversation Training
- BANT and HQL training
As well as providing all our agents with training, we continuously support our agents with mentoring and coaching sessions. We also offer our agent’s career development opportunities to encourage and motivate our personnel to progress within our company.
Quality Assurance training
IDG Direct prides itself on its high quality standards. In order to maintain this, we train all our personnel in the different aspects of Quality Assurance and educate them on the importance of the best practice. The training module is classroom-based training covering many different topics:
- What is Quality Assurance? Why does IDG Direct need it?
- Benefits of QA for all parties involved
- Quality Assurance guidelines – agent requirements to meet QA standards on all campaigns
- Listening to high quality calls – demonstrates how quality calls can be approached and achieved
- Educating agents on the QA rating scale – differentiation between top rating and low rating quality leads
- Role play – how to approach different situations, overcoming objections and building confidence in our agents’ call approach
To ensure IDG Direct meets with good data management practices, we provide data management training to all our personnel. The aim of the training is to demonstrate how data is a valuable resource within our business and for our clients, and to further our personnel’s knowledge in data regulations and data security. We implement this by educating our personnel on all the key elements of data. The training focuses on:
- The importance of data
- Data entry and layout
- Data building
Educating our agents ensures all data collected for your campaign is complete, accurate and meets with industry standards.
As IDG Direct operates in a wide range of countries, we provide country specific- training to all our contact centre agents. The objective of the training is to provide our agents with a clearer understanding of country diversification and cultural differences. This aids our agents with the necessary knowledge to identify the different approaches required when communicating with different prospects.
The training is developed into two aspects – classroom training and on call training
The classroom training educates the agents in a number of different areas:
- Overview of country
- Awareness of cultural differences
- Obstacle management/persuasion techniques
- Regional dialects
- Handling of delicate topics
- How to best gather and store information
- Translation of briefs
On call training is carried out for contact centre agents to observe their senior colleague’s calls. It aids them in identifying the approach that is adopted for specific calls and different techniques employed. This also provides them with guidance and knowledge on different key elements that are relevant to each call.
BANT and HQL training
As part of IDG Direct’s employee development programme, we provide our contact centre agents with BANT and HQL training as an up-skill initiative. The training explores the different aspects of BANT and HQL lead generation by furthering the agent’s knowledge. The different aspects include:
- Call approach – how to engage with the prospect? How to commence the phone call? How to make a professional and engaging conversation?
- Script delivery – how to ask questions? How to effectively communicate the message over the phone?
- Data criteria – demonstrates criteria for qualified lead and demonstrates the importance of additional information
- Developing prompt questions – demonstrates how to construct specific campaign questions that encourages the prospect to expand on information
The program is specifically designed to demonstrate the difference between basic lead generation and high quality lead generation.
Branded Conversation Training
Branded Conversation training was developed to provide our clients with more valuable leads and valuable data. We have developed our own training programme that covers all areas of communication and educates our agents in the power of engagement. The training explores many elements:
- Importance of brands and developing brand awareness
- What branded conversations are
- Different aspects of effective communication
- How to develop a branded conversation
- Benefits of branded conversations
- Call recordings
- Role play
The training enables our contact centre agents to apply their knowledge of effective communication by adapting the call to each situation and gives them persuasive skills to overcome obstacles.
Data is a valuable resource that must be managed accordingly to meet with telemarketing standards and regulations. IDG Direct’s data management practices meet the highest of standards to ensure data is controlled consistently and accurately. We meet these standards by echoing the importance of data management throughout our operations. These are maintained through training personnel on data security and data regulations.
IDG Direct maintains strict guidelines to data security to ensure our client’s data is secure from any potential risks:
- We maintain this by educating all our personnel in data security to guarantee a clear and concise knowledge throughout the organisation
- Applying data security rules to meet data management standards
- Securing your data from any third party and ensuring it is only exclusively used for your campaign
Meeting industry standards and regulations to ensure best practices are met:
- Updating data to ensure the prospects wish to be contained within in the data
- Eliminating prospects that requested to be removed from the data to meet with their data protection rights
IDG Direct understands the importance of your campaign and that you need to receive the highest standard of service. We provide premier client services to guarantee effective communication and provide support throughout each stage of your campaign.
We developed our campaign delivery process with our client in mind to ensure the best client service is met. Our client management service is implemented throughout each stage of the IDG Direct Process:
- Liaise with potential client to aid campaign development; explore different opportunities; offer experience and expert advice; consultation
- Effectively communicating the progress of a client campaign to ensure client is full aware
- Provide daily and weekly reports to support campaign update meetings
- Provide analytical and evaluated data with recommended guidance for the next step in your strategy
To reinforce our commitment to the best client service, we regularly revise our approach and use client feedback to develop our existing process.
IDG Direct is dedicated to achieving the highest standards of campaign delivery. We achieve this with our consistent and streamlined approach that offers all the right stages for success.
The IDG Direct Process is a formalised process that is implemented to all our clients’ campaigns and aligns all functions. The process involves 3 main stages:
Pre Campaign Is the initial stage of IDG Direct’s process. This stage involves several different phases, which are all vital to ensure the success of your campaign. The phases involved are, review, consultation, scheduling and training.
The review phase involves our team reviewing all aspects of your proposed campaign. This allows us to have a clear understanding and in-depth knowledge of your campaign before consulting with you. Our team reviews:
- Campaign script
- Campaign criteria
- Campaign timeline
- Campaign objectives
From this review we develop a proposal that provides recommendations for your campaign.
With the proposal developed at the review stage, we consult with you to talk through your campaign. We discuss your campaign USPs, objectives, timeframes, target audience and present our recommendations to meet this criterion. General recommendations we explore are: tailoring script questions to specific market, country or language, rewording of scripts to develop a more engaging approach to the call, data building and cleaning requirements, timeline for completion.
The scheduling phase determines campaign targets and timelines, and is when the campaign criteria are agreed. It concentrates on how the campaign will be delivered i.e., burst or staggered. We agree with you what is the optimum campaign delivery and devise a scheduling programming that will meet this. This programme is developed into a timeline that is structured to meet the campaign deadlines. The scheduling programme then allows us to allocate resources to the campaign. We develop a resources overview that identifies what resources will be allocated to your campaign and their role in the campaign.
Once these are completed, the campaign is agreed and we prepare the agents for the execution of the campaign.
Training / Briefing
The training and briefing phase involves all personnel that are delegated to the campaign. This includes an operations manager, team leaders, quality assurance and contact centre agents.
We communicate all aspects of the campaign:
- Overview of criterion – lead criteria: country, industry, company size
- Client background – educating agents about your company, brand and product/service
- Target audience – outline the target audience: IT analysts? Senior executives? Decision makers?
- Script training – demonstrate how the script will be delivered, how to ask specific questions, identifying possible difficulties and how to overcome them
- Campaign timeline – detailing the deadline for the live campaign
- Scheduling programme – scheduling overview – daily and targets, how resources will be allocated
- Call guidelines – discuss country time zones, optimum times to call prospects
Stage involves the execution of the campaign. Different activities take place throughout this stage:
- Agent calling - Agents are delegated daily targets and commence the campaign. As agents are the front line to your campaign, they also provide campaign feedback to their team leaders – what is working, Any difficulties with the campaign, and prospects’ feedback.
- Campaign Monitoring – Quality – QA continuously monitor the quality of all leads that are generated by agents. This ensures all generated leads are meeting your campaign criteria and the highest quality is met
Calls – In addition to quality checking all leads, QA also monitor all calls to ensure that the correct message is being delivered to your prospect
QA feedback process is employed with campaign monitoring that supports effective communication through the team
- Lead monitoring– Throughout the campaign, team leaders manage lead monitoring to ensure lead generation is meeting targets. Team leaders mange this by motivating the team and lead score boards
- Campaign updates – Team leaders and Quality Assurance provide end of day and end of week reports that update you on the progress of your campaign. The reports also help to identify if the campaign is running successfully, whether the script or questions need to be reworded to achieve optimum response and whether the campaign approach need to be adjusted.
- Campaign review – A campaign review is conducted during the campaign. We discuss with you the progress of the campaign, if changes need to be made, campaign feedback from your prospects, meeting campaign timeline.
After the campaign has been closed, the post campaign stage involves the final phases of the process. The post campaign stage gathers all the data received throughout the live campaign stage and presents to you detailed information about the success of your campaign.
- Reporting – All campaign update reports, campaign feedback, timeframes, success rates and other additional data is compiled together and structured in a detailed campaign report.
- Evaluation and analysis – The campaign report is evaluated and analysed. We apply specific conditions to draw conclusions from the findings:
- Did the campaign meet the timeframe? Lead targets met?
- Issues? Prospects/Customers feedback
- Additional information
- We also use this data to feedback information to our training practices – identifying new opportunities, enhancing our training programs
- Campaign follow up - To ensure you are completely satisfied with your campaign delivery and to obtain feedback, we finish the process by following up with you to rate the success of our service.
While also checking your satisfaction with the overall campaign delivery – we use the feedback to enhance our services and processes.