Telecom, Inc. has decades of experience in membership support, generating new members, and serving existing members for companies that regularly distribute products or content to customers.
Business models such as subscription boxes and recurring delivery of products or content require exceptional customer care for their members. Companies operating in this vertical base their success on realizing the average lifetime value they associate with each customer.
Due to the frequency (often weekly or monthly) of product distribution, there are more chances for issues to occur, prompting customer care requests. Because problems are difficult to foresee (think damaged packages, product imperfections, shipping delays, and logistical issues), a support center must be prepared to scale up quickly and mitigate the damage as it appears.
Our Membership Support Services
Telecom provides the capacity, experience, technology, and processes required to serve your membership or continuity project effectively. We recruit experienced, professional, and educated staff from various cities within the United States, and can add agents to your project on short notice. Our contact center technology is easy to deploy across many new team members. It allows us to immediately activate an IVR solution in front of live agents, helping to receive members’ calls when extreme spikes occur promptly.
Training on these types of projects is focused on member retention and problem resolution. Beyond the general best practice training that all our representatives receive, our seasoned staff administers additional training on these programs in collaboration with our partners. This allows us to mirror our clients’ best practices while introducing additional recommendations based on our extensive experience.
Resolution strategy is custom-tailored to each program and customer concern. Many of our membership programs have expanded resolution options, providing more ways to keep members engaged.
Telecom provides detailed production reports custom-tailored to each program, allowing partners to conduct root-cause analysis as issues surface.
Outbound Support
Telecom also helps brands add members to their customer base. We have nearly 30 years of experience making outbound calls to businesses and customers with the goal of generating revenue. All of our campaigns are custom-developed to deliver your value proposition in the most favorable light. Our dialing technology is always compliant with the most current federal and state regulations. Telecom is so confident in our ability to secure new members that we offer a performance-based billing option as one of our service models.
Market Research and Surveys
Other services often employed by companies in this vertical are market research and surveys. Calling members to gather their opinions on package contents and the quality of products being included in recent packages proves valuable when planning future packages. Contacting customers to acquire their feedback through surveys also provides an opportunity to up-sell members into a higher tier package, where applicable.
Additionally, Telecom’s senior executives are experienced at managing partnerships with these requirements and enjoy the diversity and unpredictable nature of programs often found in this vertical.
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