Global Contact Center Direct Response Customer Care & Technical Support

	Fulfillment & Logistics

	Event Management

	Online Relationship Management

	Media & Campaign Management

	Interactive Voice Response (IVR)

Live Contact Center Solutions

Greenwood & Hall`s live contact center solutions feature 24/7 service, multi-lingual/international call processing capabilities, real-time access to product fulfillment/shipping information, and optional payment processing services. All agent stations are 100% web-enabled. Both semi-dedicated and dedicated service solutions are available. The following live contact center solutions are available:

Direct Response Services

Order-Capture, Lead Generation, High-End Cross-Sell/Up-Sell, Dealer Locator/Referral, Reservation Capture, Registration, Product Inquiries, and Test Marketing Services.

Customer Care Services

Stand-alone or after hours/overflow Help desk, Technical Support, and Integrated Customer Care Services.

Outbound Marketing Services

Outbound Sales, Lead Generation, Prospect Development, Appointment Generation, Collections, Customer Retention & Quality Assurance, Telephone Mystery Shop, Surveys, and Marketing Research Services.

Capacity

While Greenwood & Hall maintains significant call center capacity well suited for medium and large size marketing campaigns, our team maintains close working relationships and has maintained long standing partnerships with several call center affiliates so it can effectively meet even the largest response requirements. This unique network of affiliate locations expands Greenwood & Hall’s station capacity to over 16,000 positions in the United States and Canada. Strategically located across the North America, these facilities utilize the same proprietary call center database that Greenwood & Hall relies upon.

Using cutting-edge routing technologies, calls can be routed seamlessly during large scale demand periods to other facilities that utilize the same database and call processing standards that would be used by Greenwood & Hall staff. This network greatly expands call capacity while providing Greenwood & Hall’s clients with a single source of reporting and raw data as a result of the common call center database network.

This overflow network has a proven track record and is designed to be completely transparent to Greenwood & Hall clients, their customers, and direct response media partners. This dynamic feature reduces the likelihood of lengthy hold-times, call-blockage, and the lost opportunities that these factors can create