2. Today’s Agenda
A bit about me
Our company
A little about you
Our solutions
Next steps5
4
3
2
1
3. A Bit About Me
Brian.pack@onpath.com
801-879-9273
www.onpath.com
Brian L Pack
VP Business Development
16 Years Inside Sales programs
Dozens of successful campaigns
Married with 5 children
My passion is to help you achieve your goals
4. Our History : 30 years of Customer Acquisition
1980
Direct Mail
1995
Established
Call Center
2008
ORCCA Award
Winner
2010
8M Calls
Milestone
2010
Established
Digital Offering
2015
Digital Team
Expansion
5. Our Company by the Numbers
492
employees
400+
call center
reps
2
countries
6
locations
200M
reached by
phone
80M
reached
online
10. Discovery : Your Company
Tell me about your company?
What is your mission?
What drives your organization?
Company
Experience
ProjectSuccess
YOU
11. Discovery : Your Project
Tell me about this product/service?
What’s the price point?
Who is the target audience?
What are you hoping to accomplish?
Company
Experience
ProjectSuccess
YOU
12. Discovery : The Experience
Have you outsourced before?
Have you worked this project before?
How did you perform in the past?
What were the challenges?
Company
Experience
ProjectSuccess
YOU
13. Discovery : Your Success
How will you evaluate our success?
What KPI’s matter to you?
What would make you walk away?
Company
Experience
ProjectSuccess
YOU
14. By the end
of 2016, companies
will spend over
$449 billion
annually
for marketing services
15. Market Statistics : Call Center
response rate for lead
generation calls
web leads not
contacted by agents
25%
average
73%52
calls
per day, per rep
18
dials
to connect
with a prospect
Marketers who
identified TM as the
most effective lead
nurturing channel
90%
16. Market Statistics : Online Marketing
use search engines
prior to purchasing
a product
online shopping
penetration rate
89% 66%310
million
LinkedIn
users
433
million
1.65
billion
Twitter
users
Facebook
users
18. Our Capabilities
Data & analytics
Custom IT
development
DNC
scrubbing list
Script dev
and R&D
Conversion
optimization
Strategy
development
Product
development
Affinity
Call
Center
Digital
Client Success
Advisor
Your
Goals
19. Call Center Experience
400+
highly-trained &
motivated agents
54M
calls
made
1.46M
minutes spent
on phone
1.2M
people
reached
6
offices
https://www.lds.org/youth/article/truth-lies-
and-your-self-worth?lang=eng
23. VAS : Consistent, Scalable & Predictable
Best voice and best script
delivered every time
Script adherence
Overcomes regulatory issues
Eliminates rogue agents
Process driven
25. How Digital Marketing Works
ATTRACT CONVERT
Matt wants to
buy a printer
ENGAGE
Matt searches
the internet
Matt picks
Joe’s website
Matt requests
a quote
Joe gets
a sale
$
?
26. Pay for Performance
How it works:
Only pay for the results (form
submission, application, etc.)
We’ll run ads on AdWords, Bing and
social media without any cost to you
We fund all online ad channels
Benefits:
Result-driven vs. budget-driven
Dedicated team
$
$
27. Our Client Success Process
Discovery Launch Meeting
Account
Manager
Assignment
Feedback &
Updates
Test Launch
Message
Creation
Team Training Live Launch
Ongoing
Updates &
Modifications
28. Our Digital Marketing Solutions
Our
Offerings
Conversion
optimization
Email
marketing
Social
media
Digital
strategy
Inbound marketing
&
paid traffic
Search engine
optimization
Content
marketing
Marketing
automation
30. Digital Case Study : Affirm Financial
INDUSTRY:
Financial Services
BEFORE:
350 applications a month at $80 CPA
AFTER:
4,000 applications a month at $45 CPA
DURATION:
One Year
OBJECTIVE:
Looking for application
volume and approvals
MANDATE:
Acquire new credit card customers
and loan applications across the
Canadian market
31. Call Center Case Study : CDTEL
INDUSTRY:
Consumer Services
BEFORE:
367 new customers a month at $115 CPA
AFTER:
751 new customers a month at $77 CPA
DURATION:
Two Years
OBJECTIVE:
Looking for people to purchase
and use CDTEL
telecommunication services
MANDATE:
Acquire phone service customers
32. Call Center Case Study : FiveStrata
INDUSTRY:
Home Services
BEFORE:
367 new customers a month at $115 CPA
AFTER:
751 new customers a month at $77 CPA
DURATION:
One Year
OBJECTIVE:
Looking for home service
customer appointments (solar,
warranty,security)
MANDATE:
Call verify digital consumer opt in
leads for home service products
33. Case Study : Financial
INDUSTRY:
Financial
CPA (Cost per Lead)
$44/Lead
DURATION:
Five Years
OBJECTIVE:
Get verbal authorization from
clients, send sales lead to D&H
MANDATE:
Upsell credit monitoring services
or identity theft alerts
Performance:
.56 Sales/Hr
6000 Sales/Mo
(Good afternoon, morning, evening) my name is (rep name) and I’m a Business Growth Advisor from OnPath Business Solutions. Thank you for spending some time with me today. As you may know OnPath is a leading customer acquisition provider and we’ve been helping businesses achieve their goals for over thirty years; through our unique blend of solutions including call center and digital services. (which we’ll dive into later on in the discussion)
I’d like to briefly stage our conversation today….Are there any specific things you’d like to address?
You personal introduction and experience in this field
Our Roots
We have a long history of supporting organizations in their ability to attract and interact with their customer base. Over 30 years ago we got our start as a direct marketing agency sending out marketing materials in the mail! However we have been able expand from those humble beginnings and adapt to the changing times as demanded by the marketplace. Our goal is to be where your customers are. Today this is online and over the phone but in the near future this could look very different. Our promise is that we will continue to adapt and work hard to meet your customers wherever they might be!
So I’d like to give you a snapshot of our organizations by the numbers…
492 company employees (digital team, managers, accounting staff, support and call center)
400 call center reps
2 countries (US and Canada and soon the Philipines)
6 locations: Barrie, Toronto, cornwall, Ottawa, Montreal, Salt Lake City Utah (and 2 languages French and English)
We’ve connected with 200 million and counting over the phone!
We’ve reached over 80 million online!
Why do we exist as a business?
At the core of who we are and why we do what we do is you and your success! We are here as your lead gen and growth advisors to help support your company and its projects. At the core of who we are is to ensure that your prospective or current customers walk away with a positive experience and that your goals are met (whether these goals are to sell a product, generate a lead, gain a donation, find a new member or to just get information to/from the marketplace)
We treat our role as to become an extension of you and your organization! And we will treat your project and your customers as if it were our very own project and our very own customers!
Being in this for over 30 years we’ve amassed an impressive resume in a multitude of industries. Due to contractual agreements with many of our clients I’m unable to share their names but to show you our experience we’ve been involved in some of the following industries and then some…
Banking and Finance; 2. Association membership acquisition, 3. Fundraising, 4. Solar Power, 5. Home services (home security and home warranty), 6. Telco, 7. TV/Internet Companies, 8. Technology Companies, 9. IT, 10. Fuel services and many, many more!
Why do many of these industries like technology and banking choose us? Because of our desire to make their experience and their customers experience a positive one. We are not in this business to just get you a sale or a lead. We truly want to integrate into your organization and work as if we are an extension of you, your mission and company goals; this is why our clients keep coming back!
That’s enough about me and our organization; I’d like to go through some discovery questions and get to know you and specifically more about the project you have that might need our assistance..
I’d like to spend some time discussing your organization and this specific project. The goal is to better understand your value systems and specifics to this project. One of the first questions we as a team have to be able to ask ourselves is 1. Do we understand the company and it’s mission and 2. Would we purchase this product/service if we were the prospective buyer? Okay let’s get started…
Tell me about your organization; what makes it tick? Why does it exist? What’s it’s history? etc
Alright now let’s talk specifically about the product or service you’re hoping to pitch. Have you done this before? Is it a new product? Who is your target audience? What do they care about? What’s been your past performance? What’s the key value proposition with your product vs a competitor? Who are the competitors?
Now let’s speak for a bit on your experience level with this process. Have you ever outsourced before? How was the experience? What has you speaking with us today? What is your budget for this project? What is the necessary CPA for this to make sense?
Okay so now let’s speak for a bit about how you define success with this. What KPI’s matter? (installations, sales, leads, warmed up contacts?) What do you value the most in a outsourced partner like us? What would cause you to be unhappy? (besides poor performance lol)?
Thank you so much for going through that exercise. As an organization we occupy a space that is widely tapped into. Often times it’s more cost effective for you to outsource many of the features of your sales and marketing services rather than do them in house. (my old company saved money when they closed their ISR team and used our organization to generate lead). So whether you’re new at this or a novice; just wanted you to know that you’re not alone!
Telemarketing seems to be as old as time; and it’s a lot of work. 90% of marketers surveyed say that it is the most effective method of reaching people. For a while many thought the phone is dead; but it really isn’t! Now that doesn’t mean it isn’t work; it takes on average 18 dials to connect with a prospect. Most organizations do not have the time, resource or know how to manage the amount of effort that goes into using the telephone to find prospects; yet it’s still one of the most effective methods; and we’ve been doing it for a long time!
now while telemarkting has been around for quite some time; digital marketing is still relatively new and open territory. It’s interesting to not that over 89% of the population will research something online before purchasing! That’s powerful! Which is why we made a conscious decision to add digital marketing to our portfolio of services several years ago. People are online and it’s only growing. While we can find people over the phone; we can find more by comining our digital programs as well!
I shared these quick market statistics to let you know that what you are seeking in a lead generation partner a common thing; companies spend billions to get outside help and as you can see statistically speeking utilizing telemarketing and digital resoruces is important if you want to find yoru prospects. So what makes us different. Let’s talk about our services and what we do
Alright so as an organization we support our clients with both call center and digital marketing efforts. To help make you successful myself and a designated account manager will work directly with you to create tailored messages and programs that help achieve your target CPA and customer experience.
Let’s take a look at this
In our digital programs we work to optimize the conversion strategies; basically making sure we’re capturing the leads with the right message wherever they are! We help build the strategy and messaging. We also have the capaicity to develop products (VoIP and Long Distance, Identity protection) and we’ve worked for years in the affinity world supporting membership groups growth by also selling value added products into those bases
From a call center side we help scientifically create a message the yields the desired result. Through our technology we’re able to replicate and scale the absolute best agent presenation and deliver that consistently like no other call center can! We adhere to all state and federal laws, we can purchase lists, we can DNC scrub these, we can build custom reports and extracts (say you want to import dirclty into yoru CRM e.g.) and we are a data driven call center…we report the truth about performance not try to fluff it up and we work to create proper honest messaging to getyou the best of what is possible. We never guarantee performance but what we do guarantee is that whatever is possible; we’ll get!
As stated earlier we’re not new to this game; we have many employees across several offices and we’ve made millions of dials and growing!
Let’s take a listen to one of our calls!
Tell me your thoughts about this call and how the rep performed? Would you want this person to represent you? Do you feel like the call was well handled? Did the agent answer and listen to the customer? Did they shy away from ‘asking for the sale?’
What have been some challenges you’ve faced when running a call center? Wouldn’t you have wanted to take your best agent and bottle them up and replicate them!
What you just listened to was a series of prerecorded sound files being ran by a live agent in a real call with a real live prospective customer. VAS or Voice Assitant Solutiosn is a tool that allows us to replicate best call experience. This is not a robo call, a live person is really listening. It’s just that we took our best agent, had them record the scrpt and all the common responses and then a rep ran the call…why would we do that? Why not just speak live?
Let’s take a listen to one of our calls!
Tell me your thoughts about this call and how the rep performed? Would you want this person to represent you? Do you feel like the call was well handled? Did the agent answer and listen to the customer? Did they shy away from ‘asking for the sale?’
What have been some challenges you’ve faced when running a call center? Wouldn’t you have wanted to take your best agent and bottle them up and replicate them!
What you just listened to was a series of prerecorded sound files being ran by a live agent in a real call with a real live prospective customer. VAS or Voice Assitant Solutiosn is a tool that allows us to replicate best call experience. This is not a robo call, a live person is really listening. It’s just that we took our best agent, had them record the scrpt and all the common responses and then a rep ran the call…why would we do that? Why not just speak live?
Have you ever listened to a call center agent that made you cringe?
What about one where you thought “man can I replicate that person”
Imagine if it were possible to scale, and predict the presentation to deliver a consistent message
Would that be of interest to you?
JJ NOTE: Cover the details of each steps in the notes / presentation. Keep the slide simple. This could also happen on a series of slides, adding a step each way (so it wouldn’t be animated, but it would build slide-by-slide.
JJ NOTE: Cover the details of each steps in the notes / presentation. Keep the slide simple. This could also happen on a series of slides, adding a step each way (so it wouldn’t be animated, but it would build slide-by-slide.
Affinity
Selling value add products into a customer base while also securing new members or solidifying current membership
Product Development
Creating products that provide value, Identity Theft, Long Distance and VoIP (many of which are used in above mentioned affinity programs)
Q/A
More consistent service that allows end user to ensure that all calls are audited prior to passing over to our customer
List Procurement
We have existing relationships with major list providers and can go to work to purchased these on your behalf
Script Dev
Whether you have a script or not oru script development team will make sure to combine our experience to write and delvier the best message that represents your product and brand to the marketplace
DNC List Scrubbing
We follow all CRTC and FTC DNC lawes. We can assist you to ensure that your calling list meets the standards
Custom IT Development
As we work with clients we develop new functionality. Most of the time you just get the benefit of this learning. If there are specific custom things you’d like done we can work with you to develp these features like custom reports, custom imports into CRM’s etc.
Data and Analytics
We provide a way to generate large amounts of information about your industry and the marketplaces reaction to your products and services. We can customize this information into useable reports so that you and we can make data driven decisions
Company
Affirm Financial
Industry
Financial Services
Project length
1+ Year
Mandate
Acquire new credit card customers and loan applications across the Canadian market
Objective
Looking for application volume and approvals
Hours spent
Not applicable
Success story
CanadaDirect started generating applications for loans and credit cards, the initial volume was 350 applications a month at $80 per application. Through conversion optimization, focused marketing approach, we were able to achieve 4,000 applications a month while reduce the cpa to $45
Campaign approach
To improve conversion, we spent many hours studying competitors, and reviewing the accounts. Unlike other agencies, we have a dedicated team that monitors and modifies the account to achieve the results we want.
In addition to an obvious increase in new monthly customers and lowering of the CPA; we were able to utilize our VAS technology to mitigate a few additional problems for this organization
Increase in back end customer retention
Improved compliancy and consistent delivery of chosen message (reduced legal issues and complaints due to poor agent communication skills)
Client was able to reduce the number of people to manage the outsourced campaign because the scripts didn’t need to be audited due to the fact that they are pre recorded and delivered consistently
Maintained more consistent results (not as much up and down or variance)
Less immediate fall out (live had immediate cancels at 20% higher than VAS)
Live- .31 SPH gross and .28 SPH net
VAS-.33 SPH gross and .32 SPH net
Live charge was around $33 per hour and VAS charge was about $25 per hour (better performance and lower cost)
In addition to an obvious increase in new monthly customers and lowering of the CPA; we were able to utilize our VAS technology to mitigate a few additional problems for this organization
Increase in back end customer retention
Improved compliancy and consistent delivery of chosen message (reduced legal issues and complaints due to poor agent communication skills)
Client was able to reduce the number of people to manage the outsourced campaign because the scripts didn’t need to be audited due to the fact that they are pre recorded and delivered consistently
Maintained more consistent results (not as much up and down or variance)
Less immediate fall out (live had immediate cancels at 20% higher than VAS)
Live- .31 SPH gross and .28 SPH net
VAS-.33 SPH gross and .32 SPH net
Live charge was around $33 per hour and VAS charge was about $25 per hour (better performance and lower cost)
Company
Affirm Financial
Industry
Financial Services
Project length
1+ Year
Mandate
Acquire new credit card customers and loan applications across the Canadian market
Objective
Looking for application volume and approvals
Hours spent
Not applicable
Success story
CanadaDirect started generating applications for loans and credit cards, the initial volume was 350 applications a month at $80 per application. Through conversion optimization, focused marketing approach, we were able to achieve 4,000 applications a month while reduce the cpa to $45
Campaign approach
To improve conversion, we spent many hours studying competitors, and reviewing the accounts. Unlike other agencies, we have a dedicated team that monitors and modifies the account to achieve the results we want.
I’m almost done with my presentation. So why choose OnPath to run your customer acquisition campaign?
Because we are customer acquisition experts.
Our robust technology provides wide range of customer acquisition products.
Our highly motivated staff and digital experts will represent your brand effectively.
We respond to rapid changes in the market; we can tweak your campaign even at short notice if needed.
Our solutions are scalable; we will tailor a solution that fits your budget and needs.
We offer you integrated solutions: call center, digital marketing, direct marketing and affinity marketing - each with their own dedicated, knowledgable teams.
If you’re looking for a contact center solution this is important to you, we are PCI compliant.
