Orion offers Orion Connect contact-center services.
We incorporated Orion Connect in 2017 to support 3+ mln. subscribers of Telekarta satellite TV . Today we are ready to render contact center services to our colleagues — cable TV operators, TV-channels, TV-shops, online-movies theaters, internet providers, TV-channel distributors.
With our assistance you will be able to address a wide range of sale and service tasks.
«Contact-center employees are to some extent authorized persons, experts, first aid and even psychologists to whom the clients apply to address different critical issues»
Yana Gladysheva, Chief Operations Officer
Orion service model is built on the design-kit concept – the client selects the required services.
- Answering incoming calls
- Clients’ consulting
- Outcoming calls to the company’s clients
- Telephone sales, acquisition of company’s products applications
Telephone polling, marketing
Technical and consultation activities
- Arrangement of 8-800, 495/499 code multi-channel numbers
- IVR creation and adjustment
- Call back
- Arrangement of bulk text message mailing
- Auto-informing the clients
- Mystery shopper
The project activity is built in line with the assessment criteria, methods and control points developed in accordance with your tasks.
At the startup stage, we ask our clients to make test calls allowing us for correction of non-conformities (unfortunately, to avoid them in full is impracticable) and optimization of the contact-center activity.
Telemarketing: what it is and what it does?
For more than three years, Orion Group has been running its own call center, which provides customer care services for “Telekarta” satellite TV users, as well as cooperates with a big number of large businesses and media holdings. “Amedia” and “Viasat Russia” are just few of those famous names, while there are more than 80 successful cases in our telemarketing portfolio. So we can state it confidently now – telemarketing is not an empty shell for us.
What is Telemarkeing?
The number of ways to communicate with customers is huge. It seems like it was just yesterday that we learnt how to work with SMS and mailing, while marketing people of today have virtually infinite possibilities to reach their audience: from messengers to social network campaigns.
But with that said, a lot of questions are easier to solve simply through talking. Especially when the purpose of the talk is to get your customer’s positive decision. This is where we give a helping hand – Orion Connect call center.
Our interpretation of the telemarketing of today – is a full immersion into customer’s needs and choosing the most relevant tools for the intended project. We can start with a marketing survey, interviews, questionnaires or updating company’s data base, create a fully functional sales channel and begin searching clients by the phone, launch an announcement campaign and even deal with collections.
What types of Telemarketing exist?
Let’s put it simple: there are two types of telemarketing, inbound and outbound.
Inbound telemarketing is a hotline, where each of your customers can get an answer to their questions. Our specialists always implement the conversation script in a way that will most likely turn the phone call into a purchase.
Successful outbound telemarketing is the acme of professionalism that the Orion Connect team demonstrates, building engagement with your potential clients from the ground up. Metaphorically speaking, the conversation is heated, turning a “cold call” into a “warm call”; a simple advertising message evokes interest and then leads to a return call to the hotline and finally to a purchase.
How does “Orion Connect” telemarketing work?
Briefly, our telemarketing works smoothly and efficiently. Because we are not bombarding our clients with countless calls.
Instead, our strategy relies on intellectual marketing, as we name it. We look into the audience, choose best practices for both inbound and outbound telemarketing activities, keep a smart balance between “hot calls” and “cold calls”, and convert advertising messages into productive scripts to talk to our clients.
All our partners know that in case of quantitative results of massive cold calling vs an accurately adjusted campaign with projected results, we always encourage to choose the latter.
This is why all projects at Orion Connect get fine-tuned, each message communicates a positive tone and motivates clients to a desired action.
Pros and Cons
There are more pros than cons. Hence telemarketing is a demanded tool of communicating with clients. And it is most efficient in the Orion Connect version.
As already mentioned, a lot of important issues can be resolved through of a phone call. This is an obvious advantage – a direct contact.
Another important aspect is a possibility to choose and adjust the audience for the project. We stay focused on the most relevant audience, leaving aside those who will definitely not be hooked by the offer.
Saving time is another important benefit of telemarketing, when it comes to dealing with a large client base. Nevertheless, there is a golden rule that is always kept in mind – the importance of quality over quantity.
The process remains entirely under control, when each client can get access to the phone call recording.
A comprehensive customer feedback is always in place, helpful to improve a service or product.
The main disadvantage of telemarketing is also mentioned: users today are more likely to hang up rather than listen to the message. But they may equally ignore SMS and social networks. This is why in Orion Connect we convert cons into pros, relying on our experience and fine-tuning each project.
Details are always important, in particularб in media and telecommunication. To bring them to all employees of the standard contact-center and to start to work quickly is a challenge. Our team has always operated in telecommunication, hence, we not only know what the question is, but we are able to manage it.
Complete contact-center service package for Telekarta satellite TV – 3.1+mln. subscriber base. Hotline for TVzavr online-movie theater. Researching TV-watch specific features.
Orion Connect is the winner of 2018 International Customer Experience Awards Russia in Best Contact Center nomination.