Finally, you can outsource your retention calls without compromising quality

Win back more subscribers with a proven, customer-centered approach

Thousands of subscriptions for U.S. newspapers are stopped each day because of non-payment. Newspaper companies have tried to save as many of these cancellations as possible, but they've had no effective way to outsource their outbound retention calling. Until now.

Win-win approach

Robert C. Davis and Associates, known for generating millions of dollars for USA TODAY, the San Francisco Chronicle, Morris Communications, and many other clients with its approach to training and coaching in-house call center teams, presents a win-win way to outsource this critical job with world-class results.

Newspaper industry specialists

Garden-variety outsourcers do not have the specialized expertise required to produce your desired results in customer service, retention and sales. We do, and that's why we established SURPASS, a unique call center operation in Bedford, New Hampshire, built and staffed based on the principles we apply every day for our clients' in-house teams.

A growing number of high-profile newspaper clients are working with SURPASS. They include the San Francisco Chronicle, USA TODAY, the St. Louis Post-Dispatch, the Orlando Sentinel, the Birmingham News and the Buffalo News. They've signed on based on the SURPASS team's strong track record and proven methodology.

The power of experience and the quality conversation

Everyone on the SURPASS team has extensive experience in having quality conversations with subscribers who desire to quit. Our supervisory and telephone personnel have received extensive training and coaching on a robust sales model and call flow that have been proven time after time to win subscribers back.

SURPASS's robust call flow

1. Greeting
Enthusiasm, assurance of help from the start, clarity of purpose

2. Discovery
Listening, understanding the subscriber's wants, interests, needs and the true reason he or she has fallen into grace

3. Solution
Striking a chord with the subscriber based on what we've discovered

4. Offer
Helping the subscriber respond positively to our solution

5. Close
Winning the save with assumptive selling

Coaching for mastery

The call flow is shown here in summary form. It takes a significant level of training, coaching and on-the-job application to master it. Our supervisors receive call flow training and coaching until they become masters at demonstrating the call flow. This equips them for what is one of the most important elements of their job: being out on the floor coaching their reps.

One-call resolution

The key to success on many retention calls is fixing the problem. Our retention operation has processes in place that allow us to work for you as a one-call resolution center. We work this way because a newspaper should never take the chance that it will lose an at-risk subscriber by asking him or her to call back for customer service.

References

For candid outside assessments of RCDA and SURPASS, feel free to request reference contact information by email or call Bob Davis at 678-455-6812.

About Bob Davis

RCDA president and SURPASS co-founder Bob Davis is an expert in training and coaching for customer retention and sales in customer contact centers.

His long track record of successes with RCDA and with a national training and consulting organization spans more than 25 years.

Read Bob's complete bio at www.robertcdavis.net.

About Ken Nemcovich

Before joining SURPASS, call center expert Ken Nemcovich worked for America Online (AOL). His call center work at AOL saved the company $9 million, reduced credit by $22 million and identified $90 million in cost reductions. He raised retention rates from 15 percent to 63 percent, and boosted revenue by $5 million.

Ken brings the techniques that worked for AOL to the table for SURPASS, and he has generated similar results for our clients.

Let's begin the partnership.

When it comes to your retention calling efforts, dial in a dramatic improvement. Partner up with SURPASS.

Robert C. Davis and Associates, Inc.
SURPASS
103 Smith Forest Lane
Alpharetta, GA 30004
tel: 678-455-6812
cell: 678-548-1775
www.robertcdavis.net
bob@robertcdavis.net