ANSWERING SERVICE & CALL CENTER CASE STUDIES

Concorde Communications provides a full menu of Business Answering Services and Corporate Call Center services to over 850 clients. Below left you will find individual client stories representing some of the industries we serve. At right is a list of more industries we serve.

You can find a list of our Medical Answering, Dispatch and Call Center Service customers HERE

Farmer?s & Merchants Bank ? Orange County, California ? Business and Personal Banking ? Lead Capture/Mortgage Referral Hotline

Need: Difficulty allocating new direct mail and radio leads to sales team members based on locations in Southern California.

Solution: Created a ?Dealer Locator? that took into account unique territory assignments, and then performed a ?Round Robin? distribution within a territory so that Agents were given an equal number of qualified leads.

Well?s Fargo ? San Francisco, California - Home Mortgage Financing ? Lead Capture

Need: Wanted to develop a large client base interested in purchasing a nation-wide inventory of homes in foreclosure. Advertising campaign consisted of using various newspapers and radio spots nationwide.

Solution: Concorde captured all leads, then distributed (via mail or fax) foreclosure listings based on interest in one of 20 regional areas.

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Jacoby &Meyers ? New York, New York? Personal Injury Attorney ?Lead Capture/Attorney Referral Program

Need: Had no internal support for personal injury inquiries that came at all hours from nationwide radio and television spots.

Solution: Created 24/7 inbound Injury Hotline for Len Jacoby, we captured the lead information, and then immediately relay to a roster of lawyers? located in the potential client?s zip code.

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Beutler Corporation ? Sacramento, California? Heating &Cooling Products ? Customer Service/Emergency Service Dispatch

Need: High Volume Customer Service Department for heating and cooling products was receiving overwhelming number of calls from homeowners and builders during weather extremes. Very hot or wet conditions would bring thousands of additional calls. It was also necessary to break down service response by insurance plan and date of home construction.

Solution: Mirrored Beutler?s internal chain of command and call screening process, allowing for dispatch of service staff by issue and coverage level. Their motto is, ?Response to your door within 24 hours.? and Concorde Communications was chosen as their California state provider.

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Capstone Turbine ? Chatsworth, California ? Energy Products ? Customer Service/Emergency Response

Need: This global Micro-Turbine company was looking to expand the hours of their customer service response in a mission - time critical environment. Complicating factors - each product line is handled by a different team, with many product lines it required a serial number to correctly identify the product line - then identify the correct team and relay the call details for a proper response.

Solution: Concorde Communications was chosen as their 24 hour first-responder call center. Domestic and International calls are handled 24/7, and are patched or handed off successfully to the right team member for the right product.

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Morlin Asset Management ? Los Angeles, California ? Commercial Real Estate Services ? Emergency Dispatch

Need: L.A.?s 4th largest property management company was looking for a call center that could properly dispatch calls to multiple managers for literally hundreds of properties. Specific staff for each building seemed difficult to find, often changed or had rotations that were not in sync and their previous call center was unable to get the right calls to the right people.

Solution: Concorde broke down this large customer base by project, building, issue and staff hierarchy. Then we constructed a custom call process road map that allowed our reps to instantly find the correct team of staff members and dispatch the issues effectively.

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Avjet ?Burbank, California ? Dulles, Virginia ? Global Aviation Company ? Emergency Dispatch/Fuel Requests

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Midas Muffler ? Hollywood/Los Angeles/Beverly Hills, California ?Mufflers and Exhaust Service ? Customer Care

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Cathay Pacific ? Lantau, Hong Kong ? Airline ? Reservations/Help Desk/Travel Assistance

Hampton Roads Transit ? ?The T.I.D.E.? ? Light Rail Project ? Norfolk, Virginia ? Public Information Hotline

Bail Yes Bonding - Miami, Florida ? Bonding Agency ? 24 Hour Lead Capture/Bonding Assistance

Allstate Electric - Oklahoma City, Oklahoma ? Motor and Pump Repair ? 24 Hour Field Service Dispatch

Headington Oil - Dallas, Texas ? Oil Exploration and Production ? Client Relations/Virtual Receptionist

Primal Nutrition ? Malibu, California ? High End Supplements ?Order Taking/Telesales