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We provide financial publishers with call center service that provides your customers with
world class support. At the same time, our agents use specific strategies to consistently boost the sales of your front-end and back-end publications while improving your customer retention.
Avoid These Common Call Center Pitfalls
If your call center closes at 6:00 EST, that’s 3:00 in the afternoon in California. Anyone unavailable during business hours — whether they call you or you call them — will be missed. All those sales will be missed too.
You can tell when an agent doesn’t know what they’re doing — which is usually the fault of bad management. Customers get angry, the company looks like trash, and the agent takes longer on the call, which costs more since agents are paid by the hour.
Many companies lose 25% – 40% of inbound sales from callers who saw the marketing but aren’t convinced. A simple order taker won’t close the deal. These are complex sales. Callers have questions and concerns; they need to be persuaded.
New customers are extremely receptive to cross sells/upsells. So if you’re not taking advantage of this, you’re leaving money on the table — especially premium products. This is a great way to grow your business enormously.
Unhappy customers leave. Happy customers stay, renew, buy more. The secret? Use a call center that provides quality support, proactively identifies problems, and fixes them. Do that and cancels will go down while sales go up.
We usually convince 25% (or more) of cancels to stay. Most companies don’t even bother or the save attempt is very weak. Email/website cancels are almost never called back, so none of them are saved.
It’s madness to lose customers over credit card declines or other payment problems. It usually just takes a call to resolve the issue or convince your customer to continue their subscription.
Our call center will handle all these challenges. We will also provide a high-performance sales team for your financial publication.
For customer service issues, our agents will:
To expand your customer base and enhance sales, we will:
Inbound calls (customer service, purchases, and onboarding) create opportunities to cross sell and upsell. Outbound campaigns to active customers are also great ways to cross sell and upsell. We can often get a 10% to 15% (or more) conversion from customers we speak to. There are several angles our agent can take:
Cross selling and upselling have a double benefit: 1) Most importantly, it brings in revenue;
2) By introducing other products and services through cross sells/upsells, active customers may enjoy an expanded interest in your products.
According to Forbes, American credit cards expire about every 4 years. That means that about a quarter of your autorenewal customers are at risk of failure. If there is a major security breach like there was with Target or Sony PlayStation a few years ago, the number of cards going out of circulation can be significantly higher — as millions of cards are canceled as a result of the hack. This doesn’t include lost, stolen, cancelled, over-the-limit, and fraud alert cards. Altogether, this is a lot of potentially failed autorenewals, and a lot of money left on the table.
We are experts when it comes to convincing your customers to renew — even if they were not planning to. Our agents can usually retain 20% or more failed autorenewals when speaking to the customer — which can usually more than cover the cost of this service, and then some.
Most businesses see 15% to 20% cancellations annually. There are many different reasons for cancelling (not just cost), so we train agents to identify the reason for cancellation, find a solution to the problem, and provide an incentive to retain the customer.
We do the same thing for cancellations that come through email and website channels. Since these vehicles don’t allow the opportunity for a dialogue between the agent and customer, we follow up each request with a phone call.
Our agents are multiskilled, so they can flow effortlessly across channels to maximize their productivity.
A seasoned call center expert is dedicated to your account. We make sure they will spend at least a solid week intensely studying your business, customers, products, marketing, sales, and technology.
We also provide a series of “train the trainer” sessions using Zoom video so you can easily transition knowledge from your expert to our expert. We use this material to create …
We provide inbound and outbound call center services with highly trained, dedicated agents, through phone, email, live chat, and social media
What you get
Founder Jesse Rosenthal and Loop’s Senior Leadership team have decades of experience helping many of America’s biggest brands to build and run world-class support services and high-performance sales and retention campaigns.
We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we’ve developed 4 solutions and 13 services that increase acquisition, retention and deliver cross-sells and upsellsat key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.
We create and customize processes for each product we will sell and support. We also plan for every communication channel, whether inbound or outbound. These are then cascaded to our agent teams via an in-depth formal training program.
Each agent is trained separately for each of your products and services to be able to handle both sales and support, whether inbound or outbound. We maximize agent productivity by letting them switch from inbound sales calls to email support, outbound phone to inbound sales and customer services, and more, as needed. We do this while maintaining the highest standards in all channels and service types.
Our headquarters are in the center of talent in the Philippines. We select and nurture the best talents to help our clients grow. We go beyond skill and also look at compatibility. A team will be assigned to become your brand ambassadors who will know your product or service inside out. Aside from a strict 4-layer screening process, we conduct monthly refresher training programs to ensure they’re in tip-top shape while representing your brand. Our dedicated HR team knows how to pick the top market agents who have great potential. Our Operations team will train them to become top-performing agents, delivering world-class customer service and exceptional sales results.
We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). When you add new products, websites, marketing campaigns, and customers, we expand our scope, learn about the changes, update your processes, and train the agents. As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.
You will get a seasoned call center operations sales or support manager with extensive experience in launching new services. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.
We provide fully managed call center serviceswith your goals in mind. We can use your existing processes and/or create new ones for you based on your needs. We are flexible enough to help you scale your business faster.
Our numbers
90%
Inbound Conversions
25%
Saves
95%
Quality Score
150%
ROI
As a full-service call center, we create high performance sales, customer service, technical support, and retention teams to handle everything you need — from inbound and outbound phone calls to email support to live chat. Our agents, processes, and technology are optimized to help you achieve your business goals.
What our clients have to say
Try us for 90 days and see real tangible results before you make your decision
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Certifications
Focus on the big goal, perfecting your product or service, or getting the word out there, while we take care of bringing the customers to you.
We have an all-inclusive fee that takes care of everything from strategy to training to management. Reach out to us to get a quote based on what your business needs.
Any. We work with companies of all sizes, across multiple industries. Often small businesses come to us just needing an agent or two, then quickly increase to ten, or much more. Our goal is to help your company grow big, or even bigger.
We are confident in our processes. Our clients often get their ROI upfront because we continuously monitor and improve to reach your goals faster.
All of our Senior Leadership team members have over a decade each of experience creating and running high quality sales and support services for small and large businesses across a wide variety of industries. We’ve taken everything we’ve learned to create solutions and services that specialize in sales and retention. We put in the time and effort to study our clients’ business, products or services, and customer needs in order to provide services that deliver the best results.
111 Paseo de Roxas Ave
Makati, Metro Manila, 1229
Philippines
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