| Combining Advanced Technology with Experience and Expertise
Using state-of-the-art outbound and inbound contact center technologies, 1 2 1 Direct Response (1 2 1) is able to provide optimal efficiency in list penetration, closing ratios, average sales, average speed of answer, call abandonment rates, and talk time. Close attention is paid to the set-up and management of programs, supported by strong hands-on management. Dialing tolerances and list strategies are recommended by 1 2 1 and finalized through consultation with our clients. Results are monitored and reported daily or as needed. Start a dialog with 1 2 1 today.
As new technologies drive the contact center industry to be more efficient, cost-effective and innovative, many agencies lose sight of the importance of the agent. No matter how efficient and elaborate the technology may be, without old-fashioned know-how and a commitment to communicating on a one-to-one basis, program performance and marketing metrics will not be as good as they can be. Combining advanced technology, know-how and creative scripting enables us to achieve the results our clients demand. Our strongest assets are our agents. They make the most of our technologies by effectively communicating our clients’ message clearly, courteously, efficiently, effectively, and honestly.
Contact Center Capacity
Currently 1 2 1 operates four contact centers.
The contact centers are located in the following cities and have the following seat capacities:
- Philadelphia, PA - 72 contact center seats with over 150 agents
- Media, PA - 80 contact center seats with over 170 agents
- Weston, WV - 108 contact center seats with over 220 agents
- Parkersburg, WV - 102 contact center seats with over 210 agents
1 2 1 can manage in excess of 70,000 contact center agent-hours per month
Contact Center Capabilities
- 362 outbound contact center stations
- 80 inbound contact center stations
- Live 3rd party switching capability
- Lines per agent ratio of 2.5:1
- Unlimited script branching capability
- Edit checking available on all file fields
- Unlimited file-length handling
- Wireless remote in-house monitoring
- Remote monitoring enabled
Dialing & Scripting
Through the use of our customized front-end scripting and database management platform technologies, 1 2 1 is able to provide highly efficient list penetration. Close attention is given to set-up and management of programs utilizing dialer technologies. Dialing tolerances and list strategies are recommended by 1 2 1 and determined in consultation with our client.
1 2 1 Direct Response has unique outbound dialing strategies that yield far better performance for clients, and far fewer complaints from their prospects. The result is:
- Higher penetration rates and results from marketing and customer lists
- Elimination of the dead air, “Hello…Hello” scenario most dialers create
- Improved quality of contact with clients’ customers
- Reduced consumer annoyance
- Higher conversion rates
- Improved FTC compliance
1 2 1 Direct Response utilizes many different scripting strategies, but always counsels its clients to use the one-to-one approach in customer contact. From a highly structured and absolute scripting to conversational structures aided with call guides, each program is specifically designed to meet the project and call objectives. Our advanced technologies support dynamic script design and modification. Our clients have enjoyed great success utilizing a scripting approach we call “personalization through localization”. In coordination with our clients, we can use geographic information on each record to dynamically branch each presentation so it can be tailored to the customer’s area. This creates a more personal feel to the call…as if a neighbor in their community is calling them. The result of these efforts has proven to increase conversion rates by as much as 20%!
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