Outbound telemarketing program to set B2C appointments for a UK alarm company
Campaign overview
ADT Fire & Security is a leading provider of both Consumer and Business security products. The client is operating on behalf of ADT Fire & Security as a licensed distributor and is able to offer a
promotion to UK home owners living in the London area whereby they can purchase an alarm system for £49 instead of the standard rate of £100 offered by ADT if they went direct.
The client is looking for offshore call centres to provide qualified appointments with homeowners so one of their representatives can sign up new customers for an alarm system to
be installed.
Data
• Data will be provided by us as required.
Volume
• We expect to get 50 – 100 appointments a week during this trial period.
• Targets will be discussed at the end of trial period.
Rates
• We are looking to pay £45 per sale.
• Royalty - 15% (NO UPRONT)
Reporting and invoicing
• Call centres will be provided with a weekly disposition report showing sales to appointments booked in
• Call centres will raise an invoice each Monday from the previous weeks activity and will be paid on all confirmed sales the following Friday by International wire transfer
Call centres will be paid a rate of £45 per signed customer a week in arrears by international wire transfer for all sales completed from the previous week.
The client is looking for 100 qualified and sat appointments per week per call centre partner who supports this process. In the UK currently 70% of sat appointments convert to a new
signed customer. With offshore call centre partners the client expects a minimum of 50% of all sat qualified appointments to convert to a new sale. Each trained call centre agent should be
able to produce 4 qualified appointments per day working a standard 8 hour shift by the end of the trail month period. It is therefore not unreasonable to assume that each agent can produce
the following stats on this program over the initial 4 week period and generate the following income for the call centre outsourcer:
Week 1
8 hours x 0.25 appointments per hour x 50% conversion to business x £45 = gross income
potential per day, per agent of £45.
Week 2
8 hours x 0.35 appointments per hour x 50% conversion to business x £45 = gross income
potential per day of £63.
Week 3
8 hours x 0.4 appointments per hour x 50% conversion to business x £45 = gross income
potential per day per agent of £72.
Week 4
8 hours x 0.5 appointments per hour x 50% conversion to business x £45 = gross income potential per day per agent of £90.
The client expects all appointments to be booked in no more than 72 hours ahead to minimise cancellations and for no more than 10% of appointments to result in non attendance by the customer when the sales man attends the booked and confirmed visit. All appointments should be confirmed a minimum of 24 hours ahead.
All call centre partners will receive a training pack and training via a Skype/Video call. Call centres will be ready and trained and supplied with targeted data ready to commence the
campaign at the start of July 2014.
Call centre partners will invited to trial for a month before entering into a supply contract with the client where sales commission on top of the agreed rates per signed up new customer will
be discussed. This commission will be based on achieving agreed monthly targets for new business.
This project has both scale and scope and the client is ideally looking 2 or 3 partners to supply up to 250 booked in appointments per day to support a sales force of 25 salesman operating in the London postcodes.
Promotion
• As a distributor and partner of ADT Fire & Security (the client), we get benefit of cheaper alarm systems. For example, if the customer buys the basic alarm system from ADT it
will cost them £99, however if they buy through us they will pay half the price. Monthly charges are £24.99 with a 36 months monitored alarm contract. Customer will get 24/7 and 365 days a year monitored alarm system.
Please Note: this price of £45 is for a basic alarm system. Prices may vary for the other advanced alarm systems which will be explained in detail during the scheduled training session. Please see the attached training manual for further detail.
• ADT has given us a map which is linked with the Police. We can check the crime rate in the areas we are targeting and pitch to the customers how important it is for them to get this alarm system installed.
Call Centre Role
• We are looking for off shore call centre to run a trial on this project for a month. If the trial goes according to the expectations we will be happy to give out a permanent contract to the assigned Call Centre.
• We require the call centre to schedule the appointment for our sale force to visit a customer to get the documents signed to complete an order/new sale.
• The agent will put the appointment detail either in the form of excel sheet and send it to us on a daily basis or if our online portal is up and running to login to the portal and
post the appt onto the system
• Call centres will be expected to confirm the appt no more than 24 hours prior to the appointed appt time.
SCRIPT
Good Morning/Afternoon/Evening,
My name is ___ and I am calling on behalf of ADT Fire and Security. We have noticed that the crime
rate in your area has significantly gone up over the last few months. According to the police statistics
there were __ burglaries happened in your (Post code). In order to make your home more protected
we strongly suggest to get the security alarm installed in your property.
We are currently running a special offer for your area if you sign up today. We offer basic ADT alarm
system for £49 with £24.99/month, 36 months contract, which is half the price if you buy it directly
from ADT (Range of products will be discussed during training session so the agent can offer the best
package). ADT will monitor your property 24/7 and 365 days a year.
I can book the appointment for our surveyor to visit your property. What is your availability this
week?
Objection Handling Statements
Why do I need an Alarm System?
• ADT yellow boxes act as a visible deterrent to intruders as most burglars know they are
monitored.
• It reduces emotional stress
• It saves life
Why should I go for ADT?
• Protecting over two million customers worldwide
• 24/7 and 365 days a year’s monitored alarm system. 94% of UK burglars agree that a
monitored alarm would be more of deterrent than a bell only alarm.
• 93% of UK burglars interviewed would be put off committing a burglary by an ADT
monitored alarm.
• 1 in 3 Britons ignore a ringing home alarm, assuming someone else will sort out the problem.
• Safeguarding the most vulnerable places.
• Pets friendly.
I don’t think I need an alarm system?
It’s not just what they take it’s what they leave behind. A burglar can take away more than just
possessions. We are offering you complete peace of mind for your loved ones, 24 hours a day.
ADT Types of Alarm
• Basic (1 Control Panel, 1 Keypad, 1 Door Sensor, 2 Movement Detectors, 1 External Decoy
Siren Box/Flashing Light) (Installation £49 plus £24.99/month, 36 months contract)
• ADT Smoke (1 Control Panel, 1 Keypad, 1 Door Sensor, 3 Movement Detectors, 1 External
Decoy Siren Box/Flashing Light) (Installation £99 plus £26.99/month, 36 months contract)
• ADT Smoke + PA (1 Control Panel, 1 Keypad, 1 Door Sensor, 2 Movement Detectors, 1
External Decoy Siren Box/Flashing Light,1 Personal Assistant Button) (Installation £99 plus
£27.99/month, 36 months contract)
How does it Works?
If a burglar breaks into your property, key holder will get a telephone call from ADT.
Please note- customer needs to provide key holder contact details at the time of completing the
paperwork. Key holder will not contact Police directly. In case of smoke, fire brigade will be called
by ADT.
I am not the homeowner I am a tenant?
You can still sign up and ADT will transfer your package to your new property.
Please note-customer may have to pay if moving out within 12 months of their contract.
skype: abhi9903333376
phone number : 09903333376
email id: director@ibluehat.com
website : www.ibluehat.com
Campaign overview
ADT Fire & Security is a leading provider of both Consumer and Business security products. The client is operating on behalf of ADT Fire & Security as a licensed distributor and is able to offer a
promotion to UK home owners living in the London area whereby they can purchase an alarm system for £49 instead of the standard rate of £100 offered by ADT if they went direct.
The client is looking for offshore call centres to provide qualified appointments with homeowners so one of their representatives can sign up new customers for an alarm system to
be installed.
Data
• Data will be provided by us as required.
Volume
• We expect to get 50 – 100 appointments a week during this trial period.
• Targets will be discussed at the end of trial period.
Rates
• We are looking to pay £45 per sale.
• Royalty - 15% (NO UPRONT)
10% (Rs.20,000 Upfront to paid at the time of sign-up)
Reporting and invoicing
• Call centres will be provided with a weekly disposition report showing sales to appointments booked in
• Call centres will raise an invoice each Monday from the previous weeks activity and will be paid on all confirmed sales the following Friday by International wire transfer
Call centres will be paid a rate of £45 per signed customer a week in arrears by international wire transfer for all sales completed from the previous week.
The client is looking for 100 qualified and sat appointments per week per call centre partner who supports this process. In the UK currently 70% of sat appointments convert to a new
signed customer. With offshore call centre partners the client expects a minimum of 50% of all sat qualified appointments to convert to a new sale. Each trained call centre agent should be
able to produce 4 qualified appointments per day working a standard 8 hour shift by the end of the trail month period. It is therefore not unreasonable to assume that each agent can produce
the following stats on this program over the initial 4 week period and generate the following income for the call centre outsourcer:
Week 1
8 hours x 0.25 appointments per hour x 50% conversion to business x £45 = gross income
potential per day, per agent of £45.
Week 2
8 hours x 0.35 appointments per hour x 50% conversion to business x £45 = gross income
potential per day of £63.
Week 3
8 hours x 0.4 appointments per hour x 50% conversion to business x £45 = gross income
potential per day per agent of £72.
Week 4
8 hours x 0.5 appointments per hour x 50% conversion to business x £45 = gross income potential per day per agent of £90.
The client expects all appointments to be booked in no more than 72 hours ahead to minimise cancellations and for no more than 10% of appointments to result in non attendance by the customer when the sales man attends the booked and confirmed visit. All appointments should be confirmed a minimum of 24 hours ahead.
All call centre partners will receive a training pack and training via a Skype/Video call. Call centres will be ready and trained and supplied with targeted data ready to commence the
campaign at the start of July 2014.
Call centre partners will invited to trial for a month before entering into a supply contract with the client where sales commission on top of the agreed rates per signed up new customer will
be discussed. This commission will be based on achieving agreed monthly targets for new business.
This project has both scale and scope and the client is ideally looking 2 or 3 partners to supply up to 250 booked in appointments per day to support a sales force of 25 salesman operating in the London postcodes.
Promotion
• As a distributor and partner of ADT Fire & Security (the client), we get benefit of cheaper alarm systems. For example, if the customer buys the basic alarm system from ADT it
will cost them £99, however if they buy through us they will pay half the price. Monthly charges are £24.99 with a 36 months monitored alarm contract. Customer will get 24/7 and 365 days a year monitored alarm system.
Please Note: this price of £45 is for a basic alarm system. Prices may vary for the other advanced alarm systems which will be explained in detail during the scheduled training session. Please see the attached training manual for further detail.
• ADT has given us a map which is linked with the Police. We can check the crime rate in the areas we are targeting and pitch to the customers how important it is for them to get this alarm system installed.
Call Centre Role
• We are looking for off shore call centre to run a trial on this project for a month. If the trial goes according to the expectations we will be happy to give out a permanent contract to the assigned Call Centre.
• We require the call centre to schedule the appointment for our sale force to visit a customer to get the documents signed to complete an order/new sale.
• The agent will put the appointment detail either in the form of excel sheet and send it to us on a daily basis or if our online portal is up and running to login to the portal and
post the appt onto the system
• Call centres will be expected to confirm the appt no more than 24 hours prior to the appointed appt time.
SCRIPT
Good Morning/Afternoon/Evening,
My name is ___ and I am calling on behalf of ADT Fire and Security. We have noticed that the crime
rate in your area has significantly gone up over the last few months. According to the police statistics
there were __ burglaries happened in your (Post code). In order to make your home more protected
we strongly suggest to get the security alarm installed in your property.
We are currently running a special offer for your area if you sign up today. We offer basic ADT alarm
system for £49 with £24.99/month, 36 months contract, which is half the price if you buy it directly
from ADT (Range of products will be discussed during training session so the agent can offer the best
package). ADT will monitor your property 24/7 and 365 days a year.
I can book the appointment for our surveyor to visit your property. What is your availability this
week?
Objection Handling Statements
Why do I need an Alarm System?
• ADT yellow boxes act as a visible deterrent to intruders as most burglars know they are
monitored.
• It reduces emotional stress
• It saves life
Why should I go for ADT?
• Protecting over two million customers worldwide
• 24/7 and 365 days a year’s monitored alarm system. 94% of UK burglars agree that a
monitored alarm would be more of deterrent than a bell only alarm.
• 93% of UK burglars interviewed would be put off committing a burglary by an ADT
monitored alarm.
• 1 in 3 Britons ignore a ringing home alarm, assuming someone else will sort out the problem.
• Safeguarding the most vulnerable places.
• Pets friendly.
I don’t think I need an alarm system?
It’s not just what they take it’s what they leave behind. A burglar can take away more than just
possessions. We are offering you complete peace of mind for your loved ones, 24 hours a day.
ADT Types of Alarm
• Basic (1 Control Panel, 1 Keypad, 1 Door Sensor, 2 Movement Detectors, 1 External Decoy
Siren Box/Flashing Light) (Installation £49 plus £24.99/month, 36 months contract)
• ADT Smoke (1 Control Panel, 1 Keypad, 1 Door Sensor, 3 Movement Detectors, 1 External
Decoy Siren Box/Flashing Light) (Installation £99 plus £26.99/month, 36 months contract)
• ADT Smoke + PA (1 Control Panel, 1 Keypad, 1 Door Sensor, 2 Movement Detectors, 1
External Decoy Siren Box/Flashing Light,1 Personal Assistant Button) (Installation £99 plus
£27.99/month, 36 months contract)
How does it Works?
If a burglar breaks into your property, key holder will get a telephone call from ADT.
Please note- customer needs to provide key holder contact details at the time of completing the
paperwork. Key holder will not contact Police directly. In case of smoke, fire brigade will be called
by ADT.
I am not the homeowner I am a tenant?
You can still sign up and ADT will transfer your package to your new property.
Please note-customer may have to pay if moving out within 12 months of their contract.
If Interested Contact me
Please do not write in, asking for details, since all details are already given above.
Please do not write in, asking for details, since all details are already given above.
skype: abhi9903333376
phone number : 09903333376
email id: director@ibluehat.com
website : www.ibluehat.com
