Rebuttals
They all get through!
What is...Wow, that's impressive but really expensive!
People waiting around for calls is a HIGH preventable cost which we eliminated for Caesars, the Smithsonian, Bell Helicopter and many others. Let’s set aside 10 minutes next week to discuss how our model based on solution time can save your organization.
Okay I understand....Just ONE Question
Service Offering We Lead With
System Used for Call Wrapping
SoftPhone
Primary Vehicle for Research
What is....calling the company?
What is....
I’d love to speak with Bob but your team looks to you for direction and your priorities reflect what they think is important.
Further Help Desk Managers may see us as a threat, even though we can be a valuable partner. Can I get 15 minutes to share what companies like Caesar’s Entertainment and the Smithsonian have done to modernize their Help Desks and reduce costs?
Is this a sales call?
What is....No, I am calling to share some information about what your competitors are doing to increase IT support levels and reduce their costs. Do you have 2 minutes for me to explain how that works?
Decision Makers We Pitch To
What is....CIO, VP of IT, Executive VP of IT
Works from a list of your Contacts from Salesforce to Call
TeleAccelerator
What is an....Earned Conference Call (ECC)
We are perfectly staffed
What is....Wow, that's impressive but your Help Desk must be really expensive!
Balancing call volume and staffing is a universal challenge and our model solves it. For companies like Caesars Entertainment and David’s Bridal we reduced costs and increased their Help Desk service level. Let’s set aside 10 minutes next week to discuss how our model based on solution time can save your organization.
5 Goals of the Initial Pitch
What Is....
1. Name Drop, Name Drop, Name Drop
2. Ask "THE Question"
3. Get "Answer"
4. Explain On-Demand Model
5. Get the Conference Call
Our costs
What is....limited to solution time?
Every Friday to get I paid I fill out
What is...Hours Log
Completed research consists of these 3 things
What is...
1. CIO name confirmed
2. CIO direct telephone ## confirmed
3. All research steps taken documented in Salesforce
No budget, or money to add services
What is....The internal headcount means, benefits, taxes, equipment, facilities, licenses, management time and so on, on top of the direct salaries and the expenses tally up quickly.
We reduce overhead costs AND staffing costs with our on-demand model where you only pay for support time delivered.
3 Name Droppable Companies
What Is....
1. Bell Helicopter
2. David's Bridal
3. Caesar's Entertainment
4. Loew's Hotels
5. The Smithsonian
OCC - Over Called Contact
What is...called a prospect 50 - 100 times without results.
Where I log research notes, update activities, and prospect interactions
Best Selling Practices at ITSC (4)
1. Sell from the top down within an org.
2. Soundbites work
3. Repetition sells
4. Never sell an admin
5. Multimedia selling works
6. Step-by-step approach how our service is sold
7. Stand out with emotional wording
8. A picture is worth a 1,000 words
9. Baby steps is the best way to get a closed contract
Who is theITSupportCenter ?
Well the best way for me to illustrate it is with a question…
GO TO THE QUESTION
After they react to the question emphatically, that is what we do, we solve this situation...
Deliver the Initial Pitch (From Memory!)
Hi ___<first name>______ this is <your name> from theITSupportCenter. Do you have just 2 minutes for me to explain why I’m reaching out to you?
Have you heard, organizations like Bell Helicopter, the Smithsonian and Caesars Entertainment have modernized their Help Desks by staffing just a core group of internal agents that are busy all day, and when support volume surges that extra volume overflows to our organization, where we guarantee that calls will be answered within 2 rings by a Certified Tech Advisor here in the United States!
It’s a great model for avoiding understaffing during peak periods and overstaffing when call volume drops. I was curious if you thought this model would benefit the help desk?
Great, well that is why I’m calling as this model reduces costs and enhances service delivery. I know I probably caught you at a bad time, but I know <COMPANY NAME> would really benefit from being aware of what we are doing for Help Desks at Caesars Entertainment, David’s Bridal and others to improve their Help Desk SLAs and decrease costs. Our model is a bridge between total outsourcing and total insourcing. How about we schedule just 15 minutes next week to do a screen share so I can simply explain how other companies have configured their Help Desks that I think you will find interesting?
VRU
All of my ITSC work should be completed within my...
What is....Azure Virtual Machine
## Range of Calls that has the greatest probability of a connection
What is....10 - 20 Calls.