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CompanyProfi les
Pros do the outreach – for less
"We customize the greeting, and all of the vital information
for a script is prepared on the screen," Wachs said, adding
Live Reps Call Center
that transfers are available for callers needing to speak to
an executive or salesperson with the ISO. "We have all the
contact information [for the ISO]. So if the caller needs to
speak to the owner, we can redirect them immediately."
Live Reps also conducts surveys with its call recipients
to ascertain areas that are strong or need shoring up. The
company also holds weekly conference calls with clients
to exchange feedback and modify call scripts, as well.
ISO/MLS contact:
Steve Wachs Pros do the outreach – for
Incoming calls generally entail fielding technical or
CEO and Founding Partner billing questions, redirecting callers to an executive or
513–607 0312 less
salesperson, promoting the client's services, or closing
stevew@liverepscallcenter.com sales. Outbound sales calls begin with a robust and
http://liverepscallcenter.com customizable prospect list, Wachs said.
"We target the categories you're having the most success
ive Reps Call Center exists to help ISOs run with," he said. "If it's restaurants, we can do 10,000
one business instead of two, according to Steve restaurants in Pennsylvania, or nationwide or east of the
Wachs, the company's Founding Partner and Mississippi. If you want to target specifically pancake
L Chief Executive Officer. For costs "amounting to houses instead of waffle houses, we can do that. … We
$5 per hour," Live Reps handles inbound and outbound have been doing this for 11 years, and we have really good
calls – tackling such tasks as appointment setting, lead data suppliers with good, targeted lists."
generation, advertising, selling, billing and payment
receipt, Wachs said. In person and automated
Live Reps is designed to help clients increase their call- Wachs pointed out that outbound calls are done both with
handling capabilities while substantially decreasing costs. live callers and with interactive voice response software,
"They're buying equipment, headsets and computers," he which sends automated calls to thousands of prospects.
said. "They've got to hire somebody for at least $7 or $8 Even a good automated message generates responses
an hour, and they're paying for training and retraining, from only about 1 percent of call recipients, but with
dealing with sick days and holidays, and all the problems. thousands of calls going out, that's potentially a solid
They're essentially running two businesses." handful of prospects expressing interest within a short
time, Wachs said.
The company can also reduce lost sales. "If a prospect calls
and gets a voicemail, half of them aren't even going to While outbound calls may end with a completed sale,
leave a message; they'll just call the next person," Wachs they can also lay the groundwork for future sales through
said. "We operate 24/7 and capture every call. We have information gathering and appointment setting. Data
50-plus people working, backups for backups, bilingual can be entered into a customer relationship management
employees. We're there to take calls on weekends, on system for future use, Wachs said.
holidays and during bad weather."
"We're using our technology to make thousands of calls
and to get that merchant statement or appointment," he
Tailored service
said. "They might say, 'I might be interested, but can you
Live Reps functions as a seamless stand-in for its clients, call me back on Aug. 2?' Sure enough, we call back on
with representatives answering the phone as if they were Aug. 2 because it's in the system. Or sometimes it's just
employees of the ISO itself, Wachs said. He added that lead generation info: 'Who is your decision-maker? What
callers can instantly access client-specific scripts on a is their email, phone number or fax? We're just calling for
computer to view relevant information, culled both from an update so we can follow up in the future.'"
discussions with the ISO and from previous calls with the
merchant in question.
35
Pros do the outreach – for less
"We customize the greeting, and all of the vital information
for a script is prepared on the screen," Wachs said, adding
Live Reps Call Center
that transfers are available for callers needing to speak to
an executive or salesperson with the ISO. "We have all the
contact information [for the ISO]. So if the caller needs to
speak to the owner, we can redirect them immediately."
Live Reps also conducts surveys with its call recipients
to ascertain areas that are strong or need shoring up. The
company also holds weekly conference calls with clients
to exchange feedback and modify call scripts, as well.
ISO/MLS contact:
Steve Wachs Pros do the outreach – for
Incoming calls generally entail fielding technical or
CEO and Founding Partner billing questions, redirecting callers to an executive or
513–607 0312 less
salesperson, promoting the client's services, or closing
stevew@liverepscallcenter.com sales. Outbound sales calls begin with a robust and
http://liverepscallcenter.com customizable prospect list, Wachs said.
"We target the categories you're having the most success
ive Reps Call Center exists to help ISOs run with," he said. "If it's restaurants, we can do 10,000
one business instead of two, according to Steve restaurants in Pennsylvania, or nationwide or east of the
Wachs, the company's Founding Partner and Mississippi. If you want to target specifically pancake
L Chief Executive Officer. For costs "amounting to houses instead of waffle houses, we can do that. … We
$5 per hour," Live Reps handles inbound and outbound have been doing this for 11 years, and we have really good
calls – tackling such tasks as appointment setting, lead data suppliers with good, targeted lists."
generation, advertising, selling, billing and payment
receipt, Wachs said. In person and automated
Live Reps is designed to help clients increase their call- Wachs pointed out that outbound calls are done both with
handling capabilities while substantially decreasing costs. live callers and with interactive voice response software,
"They're buying equipment, headsets and computers," he which sends automated calls to thousands of prospects.
said. "They've got to hire somebody for at least $7 or $8 Even a good automated message generates responses
an hour, and they're paying for training and retraining, from only about 1 percent of call recipients, but with
dealing with sick days and holidays, and all the problems. thousands of calls going out, that's potentially a solid
They're essentially running two businesses." handful of prospects expressing interest within a short
time, Wachs said.
The company can also reduce lost sales. "If a prospect calls
and gets a voicemail, half of them aren't even going to While outbound calls may end with a completed sale,
leave a message; they'll just call the next person," Wachs they can also lay the groundwork for future sales through
said. "We operate 24/7 and capture every call. We have information gathering and appointment setting. Data
50-plus people working, backups for backups, bilingual can be entered into a customer relationship management
employees. We're there to take calls on weekends, on system for future use, Wachs said.
holidays and during bad weather."
"We're using our technology to make thousands of calls
and to get that merchant statement or appointment," he
Tailored service
said. "They might say, 'I might be interested, but can you
Live Reps functions as a seamless stand-in for its clients, call me back on Aug. 2?' Sure enough, we call back on
with representatives answering the phone as if they were Aug. 2 because it's in the system. Or sometimes it's just
employees of the ISO itself, Wachs said. He added that lead generation info: 'Who is your decision-maker? What
callers can instantly access client-specific scripts on a is their email, phone number or fax? We're just calling for
computer to view relevant information, culled both from an update so we can follow up in the future.'"
discussions with the ISO and from previous calls with the
merchant in question.
35
