Value Added Services

Central to the Pell & Bales brand is the constant drive to add value and insight to our clients' business. Our goal is to achieve better results for our clients, campaign by campaign, year on year.

We do this through a range of value added services which are designed to improve the customer's experience and the client's return on investment.

These services involve researching supporter and customer attitudes, analysing transactional data to create predicative response models, working on creative messaging and conversational style, and planning the most effective positioning of telephone contact within the overall marketing and communications strategy.

Research & Data Analysis

Understanding customer attitudes and motivation - and how these correlate with transactional data and lifetime value - is critical to the success of any telemarketing project. Our service includes:

• Market and consumer research
• Qualitative Research: focus groups, depth interviews
• Quantitative Research: telephone surveys, direct mail questionnaires
• Data Analysis & Predictive Modelling
• Experimental Research

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CRM

We are the UK's leading specialists in CRM theory and practice in the not for profit sector.

We offer a CRM audit model and consultancy service to commercial clients through established partnerships with leading industry CRM practitioners.

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Customer Care

We are experts in customer care in the not for profit and commercial sectors. Our service include:

• Customer service audits
• Mystery shopping
• Qualitative research to identify key drivers of customer satisfaction and dissatisfaction
• Quantitative research to measure supporter satisfaction
• Bespoke customer loyalty programmes including consultancy, research and training

Creative Services

Since the end of the 1980s we have pioneered new types of outbound telephone marketing. This has involved extensive creative testing and experimental research to explore the factors, which drive successful telephone interactions between organisations and their customers or supporters.

Our creative services include:

• Voice & Branding: creating branded conversations
• Models for caller recruitment & selection
• Specialist caller training
• Fulfilment development
• Bespoke test programmes
• Strategic creative advice

Operational Consultancy

Through our network of consultants, we can provide independent and impartial advice on all aspects of contact centre operations including:

• Staff selection & recruitment
• Training
• Data & IT management
• Technology
• Systems and process management
• Business planning

Strategic & Account Planning

If a telemarketing project is poorly conceived, or executed without sufficient attention to detail, then an organisation is likely to end up making 'junk' calls.

Our goal is to make sure that every call we make on behalf of our clients creates value for their organisation and for their customers.

That is why we work in partnership with our clients to plan the most effective positioning of the phone within their marketing and communications programme; and why we devote our attention to data mining and creative thinking around the product offer and the customer.

The Pell & Bales Account Planning Model ensures that telemarketing activity is coherently planned and that the right call is made to the right customer with the right offer at the right time.

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