Call Centre
For both inbound and outbound requirements, SEMA's contact centre offers industry best-practice using the latest technology.
Turning a call centre function into a strategic business advantage is about more than call times and scripting, it’s about being able to apply continuous learning and process improvement to live campaigns simply and efficiently.
We pride ourselves on being reactive and being able to take immediate advantage of what we learn from customers.
We established our first in-house call centre in 1992 and now use the industry’s best technology to work with many of Australia’s largest organisations.
SEMA multi-channel blended VOIP CRM solution
provides you with an outsourced contact centre opportunity to close the loop on
your communications campaigns. Our unified communications offering means that
we can quickly implement voice solutions in support of your campaigns or drive
stand alone campaigns through our contact centre. We cater for big brands as
well as small companies by being professional, proactive and responsive,
delivering the right agents with the right skills at the right time to deliver
high-yield campaign results, while maximizing the efficiency and effectiveness
of your campaigns. We close the loop by ensuring there is real time
reporting on key campaign metrics.
The benefits of working with us include:
- Rapid implementation of a total solution
- Cost efficiencies through maximizing usage
- Predictive dialing for cost effectiveness
- Yield strong returns
- Full accountability through closed loop
reporting on key campaign metrics
A fully scaleable & adaptable service
Our call centre is designed to be entirely flexible, offering industry-leading flexibility in start-up and reconfiguration speed. We offer adaptable staffing and call training to suit your organisational or project needs and have in-house scripting consultants to assist as required. Our marketing consultants would be pleased to take time to discuss your objectives and requirements and develop a call centre plan or campaign to suit.
Inbound
As part of your direct mail campaign, SEMA’s Digital Execution Group can assist in managing the inbound responses via our call centre. This could mean handling the overflow or the whole campaign in order to assist conversion rates. If a direct mail campaign is designed to trigger a fulfilment component, we can manage the process from start to finish ensuring the fulfilment is done in a fast and effective manner.
Outbound
Our outbound call centre can be used for such things as data base updates, address corrections, campaign follow-up on non respondents etc. It focuses on improving campaign hit rates, ensuring that the data used for activity is as clean as possible, minimising waste.
As testament to our outbound call centre capabilities, SEMA was awarded Bronze Award: 2006 ADMA Awards, Data Driven Marketing Category for development of the largest commercial leads generation management system in Australia.