It used to be that businesses have to buy and set up technologies that cost hundreds of thousands of Pesos (not to mention millions to some) just to be able to conduct sales, marketing, service and support telephone campaigns with its Philippine clients or its market. Such complicated technologies also need the support of expensive experts to manage the entire infrastructure. Call center companies in the Philippines usually have the basis for implementing this kind of complex networks for its workforce because they are earning Dollars to the Pesos they’re spending.
But what about the small and mid-sized “non-call center” businesses who also want the same technology and productivity expensive systems provide? Even more, how about the mom-and-pop companies and SOHO (Small Office, Home Office) types who would love to get their hands on this kind of customer contact power?
Recently, I got involved in implementing the above-mentioned scenario in a small outfit that got a project from a major media company to provide lead generation and marketing activities within the Philippine consumer market. Instead of having to purchase an entire expensive solution for a project that wouldn’t even last a year, they turned to a hosted solution.
A hosted solution means the entire system of servers and software can be accessed via the internet, simply using a web browser. More often, people refer to this type of service as “Software as a Service (SaaS)” or “cloud computing.” The beauty of hosted solutions is that you only pay a monthly subscription fee to use the provider’s system without having to buy, install and manage a complicated set of servers and equipment. All you normally need is a PC and broadband internet.
Going back, this small marketing outfit subscribed to Kunnect (see www.kunnectph.com) for US$50 per month, per seat-license, and currently pays about PhP5.50 per minute for outgoing landline calls and PhP6.50 per minute for outgoing mobile phone calls. They employed four new employees with sales skills – no call center experience required – which means they subscribed to four seat-licenses from Kunnect. The rest of the team, composed of a manager, supervisor, quality assurance analyst, and other project members, do not have to pay to get access to the web-based hosted solution – pay only for the calling employees.
This marketing firm can now use all the features of Kunnect’s hosted solution, especially “predictive dialing” where they upload their calling list and let the hosted solution auto-dial for their four employees, making these people very productive because no manual dialing is conducted and only answered calls are quickly passed to each of these employees with a probable idle or gap time of less than a minute.
For their inbound calls, they subscribed to four fixed lines from a local Telco. These landlines are physically connected to a gateway equipment (which converts analog signals to digital) which is then connected to their internet line. This scenario means all incoming calls will be managed by the hosted solution, fully implementing automatic call distribution (ACD), interactive voice response (IVR) profiles, 100% recording of all incoming or outgoing calls, pop-up scripts respective to the various campaigns they are running, CRM interface to manage the database of leads, live monitoring from any place in the world, dozens of fixed but real-time reports, database queries and downloads so one can create customized reports, and a host of other features normally found in sophisticated call center systems.
Kunnect does not charge any “per minute” fee for all incoming calls, even if the hosted solution manages the calls, because the marketing firm absorbed the cost of the landlines. The only thing it charges, beside the nominal monthly fee of US$50, is a per-minute fee on all outgoing calls.
Here’s the funny thing – Kunnect becomes cheaper alternative when making a call to a Philippine mobile number. Where a normal charge calling a mobile phone from a landline is PhP12.00 per minute, Kunnect charges only PhP6.50 per minute. Not bad at all! But in essence, this hosted solution isn’t really an alternative because it provides you 100% recording of each call not to mention access to dozens of reports, live monitoring and the database, to name a few.
Kunnect’s hosted solution seems to be a great beginning for local entities – be they SOHO, small or large – wanting to engage in telemarketing while there is no anti-telemarketing law in place and 24×7 customer service that gives the caller more options than just a “ring, no answer” event, i.e. the IVR selections you create can give your caller the option to forward his call to any phone number in the Philippines or elsewhere in the world. Direct selling, real estate, food delivery, travel industry players and a host of many types of businesses will definitely benefit from using a hosted solution.
Kunnect provides its hosted solution to the Philippine market not only cheap and easy-to-use but it also comes with a “no contract” term – start and stop anytime with no termination fees. Now, that’s a great solution where small and mid-sized companies can now compete head-on with larger businesses without being tied into long-term contracts. You can now create or get a sales, marketing, service or support project without worrying about how long this project will last. When the project ends, so does your payment commitment to Kunnect. Awesome!
Kunnect has been providing its hosted solution to both call center and non-call center businesses in 12 countries since 2005. It is a global Tier-2 class carrier managing about 6 billion calls a year through its hosted solution.