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The Pell & Bales Approach
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Quality
At Pell & Bales, our goal is to deliver exceptional quality. This lies at the heart of everything we do.
Our approach to quality management is rooted in 15 years telemarketing experience
in an intensely results driven environment. We have developed bespoke
methods and management techniques in all areas of our business,
aligned to our brand values and enshrined within a concept called
'the Pell & Bales Way'.
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Understanding the Client
We invest significant time and resources to ensure we fully understand our client's business, their products and service offering, and the challenges and opportunities they face in their respective markets.
We conduct market research and draw on a wide range of data sources to understand our client's markets, business trends and competitive pressures. Through this holistic approach, we deliver telemarketing strategies and campaigns that are fully focussed on meeting our clients' business needs.
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Understanding the Customer
We know, from long experience, that the most successful campaigns
are rooted in a thorough understanding of the needs, values and
expectations of our clients’ customers.
We use transactional and relationship data to understand customer
value. We review and conduct qualitative and quantitative research
to understand customers’ interests, attitudes and motivation. We
gain insight into the customer’s view of the client and the service
experience through mystery shopping and satisfaction surveys.
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Unlocking Data Potential
Pell & Bales is expert in data management. Through profiling, data
analysis and predictive modelling, we create the best segmentation
strategy to help clients optimise results by accurately predicting
response, value and ROI by customer group. Data is then allocated
to telephone agents on the basis of ability, empathy and experience.
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Focus on results
Our long experience and heritage of working within the cold sales and cross sales market has taught us the importance of focusing on achieving campaign results, whether it be income raised or cost per sale. The day to day focus in our contact centres is driven by the constant desire to meet and exceed the income and sales targets of our clients. It is this focus which has reinforced and built the long-standing relationships we enjoy with many of our clients and contributed to our award winning success.
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Creativity
Pell & Bales was the first telemarketing agency in the UK to have a creative department. It ensures consistent standards of quality in the creative output for each client, and the creative execution of each campaign.
Since 1988, we have pioneered new applications of the telephone and conducted extensive testing and experimental research to understand the factors that drive performance and results in successful telephone conversations. We have been consistent innovators, introducing the concept of the 'Long Call' in 1991, 'Talking to the Whole Person' (a CRM concept) in 1993 and Voice & Branding in 1998.
We also take a strategic view to understand how our clients think and act creatively in other media channels.
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Our Callers
Pell & Bales has achieved its award winning reputation through the competence, quality and skill of its telephone representatives.
As a principle, we aim to recruit and select staff depending on the needs of each client, choosing callers who best match the profile of our clients' customers and supporters.
The profile of our callers varies. Younger callers are typically graduates from a range of subject backgrounds and with a bias towards the arts. Many callers are older; more mature individuals with extensive life skills and varied work experience. In our call centres you'll find teachers, nurses, students, actors, former forces personnel, working mums and retired grandparents.
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Strategy
We have a fine track record working with clients over the long term to develop complete communication solutions that address critical business areas.
Within the markets and service areas in which we operate, we have unrivalled knowledge, experience and creative flair in developing award winning solutions.
Our most valuable client relationships are based on delivering services that reach all parts of their organisation, and which fundamentally impact on the client's overall business strategy.
In particular, we are expert at working with clients to enhance their communication programmes to maximise the value and long term loyalty from different customer bases.
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