Call Center Services

Legacy’s Call Center facilities are fully automated with the latest state-of-the-art technology. Data is formatted and loaded into unique campaigns that are specifically programmed for the data collection and back-end results your company needs.

The software platform allows us to collect, edit, and return updated databases quickly and efficiently.

All workstations are fully web enabled allowing Legacy Agents to transfer data to your company’s web sites, HTML pages, or other web-based applications: making data transmission immediate.

List and Data Services

As every direct marketer knows, getting the right message to the right people in the right way requires a very special blend of science and artistry – and it is far easier said than done! While the ideal mix is hard to pin down, there are several industry “best practices” which can increase your chances of success.

Timing, targeting, and message…they all play important roles. Yet the most important factor in the success of a direct marketing program is the list. In fact, the list accounts for 60% of a campaigns success, while the offer (20%), the message (15%) and the format (5%) make up the rest.

Legacy offers several different list service levels depending on the target audience and maturity of your marketing campaign(s).

These packages are broken down by data source: Customers and Prospects:

A) Customer Enhancement Package: If retaining and growing your customer base is a critical part of your business plan, take a long hard look at your customer database. If you find duplicate records and errors, chances are your customer communication is less than effective. Key to successful relationship building is the integration of accurate business intelligence, the kind that can often be compromised by poorly “cleansed” data.

The Legacy Customer Enhancement Package:
• Automatically cleans customer data files by:
• Identifying duplicate records.
• Standardizes formats.
• Enhances records with demographic intelligence information.
• Updates addresses, telephone numbers, subsidiary relationships, Key executive names and titles, SIC codes, sales volumes, and more depending on your objectives.
• Customer files will be returned in an electronic medium compatible with your format requirements.

B) Data Mining Prospecting Package: Every direct marketer knows better targeting yields better results – and 80% of your business comes from 20% of your customers. What if you could target only those prospects whose profiles match your highest value customers?

The Legacy Data Mining Prospecting Package:
• “Mines” your existing customer data to determine your best selectors (Largest revenue, highest repeat business, largest growth…).
• Allows you to predict your best prospects with quantifiable data and parameters.
• Eliminates unproductive leads and industry sectors.
• Yields much better closing ratios.
• Significantly lowers acquisition costs and cost-per-sale. In addition to raw data analysis and profiling; Legacy’s contact center can perform survey applications to contact and converse with your best customers and/or prospects. This service allows in depth data mining and profiling to be coupled with “real-time” information gathered from survey questions targeted to these “best customers”.

C) Data Acquisition Package: Any seasoned direct marketer will tell you that the list is the most critical factor in any campaign. The most exciting offer presented in the most creative style can only generate a solid response if you are talking to the “right” people. That’s why determining the particulars of your target audience is so important. Depending on your objectives, targeting can take very different approaches. From the very broad in the initial test stages to tightly defined as the campaign is fine-tuned.

Key questions to ask:
• What audience is most likely to benefit from your product or service?
• Who do we want to speak to: Decision-maker, Influencer, or End-user?
• What do we know about this target?
• Are there any unique characteristics about this audience?
• What variables can we identify to reach the members of this audience?
• What data do we want to gather?

Legacy’s data acquisition service will help you answer these questions and get you on the road to determining the best, and most profitable, list selection criteria for your campaign.

Beta Testing and Model Validation

Often a business model must be validated before limited dollars are spent on development or manufacture. Or, a new target market must be tested prior to setting up the necessary channels for distribution.

As your product nears launch, your attention must shift from technology and development to marketing issues. A whole new series of questions arises:

• Where can you become profitable most quickly?
• What revenue model is best?
• Which aspects of your product have the most customer appeal?

Legacy can seek out senior executives in your target market to test your value proposition and help answer these questions.

• You will learn exactly what target market and value proposition constitute your 'sweet spot'
• You'll receive detailed, accurate feedback from customers in that target market

To launch a new product and ramp sales fast, you need answers to several questions like:

• What types of companies will buy first?
• Which value propositions resonate with buyers?
• How do you find the right accounts?
• How can you quickly identify real prospects, to avoid wasting time at the wrong accounts?
• What is the best way to contact target accounts and move the sale rapidly forward?

Legacy can help you answer these questions, often long in advance of your sales launch. You benefit in two ways:

• Identify a successful sales process [For new start-ups]as early as your Series A funding. This gives you a head start when you need to ramp sales quickly, usually at Series B or C funding.
• Ramp sales quickly with a proven sales process, As you staff your sales team, they can be effective immediately rather than spending a year "learning the ropes."

Legacy can develop the sales process and tools necessary to beat your aggressive forecasts. If you want to meet new prospects next month, call Legacy today.

Start Selling Before Hiring a Sales Team: Not only do you accelerate sales, but when you do hire a sales team, they use an already proven sales process.

Where is your next deal going to come from? More important, do you have visibility into what accounts will make your number for the next four quarters?

Get Visibility into Every Qualified Account
While you probably know the key executives at your current customers, you may not have equal contact with key decision-makers at prospects. With Legacy’s Data Mining Prospecting Package, you'll realize each of these benefits:

• Forecast: Increase your confidence in your sales projections, for this and future quarters
• Timing: Understand which accounts are hot, which are not, and which should wait for 6 months.
• Planning: Deploy your sales resources where they can do the most good

Legacy will march rigorously through your target market, identifying accounts that meet your qualification criteria, and which view your technology as a Must Have solution.

Getting customer feedback on what your products are worth to them and where to set price points is difficult. Customers know that when they are 'talking' with a current or potential vendor they are really 'negotiating'. Information they disclose is shaded by their perceived objectives.

Working through an independent third party avoids this problem. Legacy has a proven methodology to gauge how your target customers perceive the value of your products/services. In a recent project, our client was leaving money on the table. They estimated the value of their service at 35% of the value perceived by their target customers.

If you need to price your products, validate your business plan, or determine your target market, call Legacy today!

Fulfillment

Legacy’s fulfillment services include the following:

Direct mail:

• Printing services
• Bar coding
• CASS Certification
• NCOA
• Bulk mailing
• Multiple postage classes
• Database tracking for subsequent fulfillment.

Facsimile fulfillment:

E-mail fulfillment:

These services can be handled directly and seamlessly by Legacy without any intervention on your part.

If you prefer to coordinate fulfillment on your part Legacy can transmit data directly to your company via the following mediums:

Web upload:
Direct data gathering into your companies web page(s), HTML, or other web based data collection medium.

E-mail of data in most any format and/or layout.

FTP upload.

Consulting

Legacy has been asked to perform consulting services on-site for several customers over the years.

Usually, these services involve setting up inside sales departments, including the following:

• Department structure.
• Training materials, processes, and procedures.
• Database design and layout.
• Report definition and creation.
• Quality control procedures.
• Back end processing.
• Fulfillment procedures.
• Coordination with other company departments and functions.
• Recruiting and hiring candidates.
• Training candidates including managers.
• Subsequent support as needed.

Often these projects are a direct result of the successful run of a Beta campaign and the subsequent migration of a Legacy run project into a customer’s place of business.