Direct Response Services

Since our inception, ARGO has been managing inbound sales, fulfillment, billing and care calls and omnichannel contacts on behalf of our Direct Response & Direct Marketing clients. ARGO has earned a strong reputation for optimizing sales and fulfillment contacts. We know what it takes to have a successful and profitable Direct Response-driven campaign. Our dedicated sales team provides you with top-level results and unparalleled performance. We are experts in generating not only sales, but happy, loyal customers that will drive additional revenue to your bottom line.

A Direct Response Partner for Meaningful Results

We all know that industries evolve. Keeping up with the changes and new trends is crucial to your success in the DR space. ARGO provides “Next Gen DR services” with automation and omnichannel to better capture leads, reduce abandons and generate more revenue and value.

Expertise that delivers impact:

Start Improving Your ROI

Contact us today to schedule a quick discovery discussion!

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Why ARGO as Your Direct Response Partner?

The ARGO team offers your organization a breadth of innovative customer management and back office capabilities leveraging our technology and diverse U.S. and global resources, including:

Unparalleled Experience

The depth of Retail industry experience to collaborate craft, deploy and enhance customer experience, expand access and optimize back office operations for more meaningful results.

Custom Business Approach

Boutique, customized solution design for each client leveraging proven business practices to achieve strategic goals.

Right Innovation

Beyond the buzz of AI, bots, omnichannel and analytics, ARGO works with our clients to determine the best of technology that elevates the more important human touch for improved customer experience (CX), first contact resolutions, better processes and optimal impact to revenues.

Transparency

A promise and construct of open transparency and proactive communication throughout our business relationship.

Value Through Values

Business is about people. We treat each other, our clients and their customers with compassion, genuine care and high ethics in every interaction; we believe this is a cornerstone to ARGO, to good business and to any good human engagement, every day.

Service Level Expectations

We provide a strong foundation of Direct Response services to augment or replace existing support staff in a 25/7/365 environment while ensuring the following key metrics are met:

Inbound Sales Capabilities

24/7/365 support
Expertly trained humans building real customer relationships
Real-time credit card authorization and file export
State-of-the-art telephony with seamless integrations
Real-time metrics
Customized daily and weekly reporting of all key performance indicators
Aggressive quality assurance system
Focus on retention and acquisition
Handling call spikes through constant communication with your media buyers to ensure that media buys and agent scheduling align and provide a buffer for those unexpected, but welcome, over producing airings
Upselling and Cross Selling

Testimonials

Thane Direct Canada

PASQUALINA CONTE

"Exceptional and dependable service! The Argo Team goes above and beyond the call of service to satisfy its clients. Finally, a call center with all of your needs covered, including service with a smile! – It’s your one stop shop!"

FAQs
Case Study

What certifications does ARGO hold?

Certificate of PCI DSS Merchant Compliance; Contact Center Platform is Level 1 PCI Compliant and SOC2 certified; HIPAA Compliance.

Where are your agents located?

ARGO is headquartered in Lewiston, ME. We also have a center in West Point, GA. ARGO’s managed services alliance includes centers in Central American, Mexico, Philippines, and across Europe with the ability to invest in new locations in collaboration with client needs.

Does ARGO have a remote workforce?

ARGO has virtual agents across ten (10) U.S. states for flexible hours of service and skillsets. We have built, for all intents and purposes, what can be viewed as a hub and spoke model; Our remote workforce is strategically located within close proximity to our physical U.S. locations to enable one site team meetings, team building, training, etc. We also utilize innovative technologies to conduct meetings, coaching and training sessions virtually. The Work at Home solutions are facilitated with the use of SingleComm’s PCI Cloud ACD and Order Management System. SingleComm’s Level 1 PCI Compliant Platform uses the AWS Worldwide Platform and is accessible anywhere. This platform allows for a small footprint for both PC and networks requirements allowing for great flexibility.

Can you describe your telephony infrastructure?

ARGO provides a robust, cloud-based omnichannel contact center platform, SingleComm, as well as other QA, AI and Analytics platforms to support optimal customer management. Our platform(s) are PCI certified and can seamlessly integrate with our clients’ infrastructure, whether its third-party CRM platforms, multi-channel software integration or providing our telephony and scripting with an in-house CRM via virtual private network set ups.

What are your hours of operation?

24/7/365; Options with scale for multi-site delivery teams to ensure business continuity, languages, skillsets and culture to best meet client needs.

How Quickly can you implement a new DR program?

Our standard implementation timeframe is 2-3 weeks dependent upon scope of work, training requirements and any custom development, if required. However, we have been able to complete setup within 48 hours for urgent client needs.

Note: A proper scoping session, easily conducted by conference call, can achieve the vast majority of initial set up needs; a professional ARGO implementation resource will be assigned to work with the client team and the ARGO account manager assigned to ensure successful launch and implementation.

Are you able to [rapidly] sale up and down agents for seasonality?

ARGO has met rapid and staged workforce ramps based on client needs. As an example, we led our clients through unexpected business continuity ramps (up and down) due to the current COVID-19 impact. ARGO works with each client on scheduled and unanticipated workforce management plans. The ARGO team provides flexible operational models – dedicated, semi-dedicated and shared – which can be blended to suit our client’s operational objective, hours, call spikes, seasonal needs, growth and budget for optimal results.

How does ARGO handle DR related call spikes?

While the Direct Response Industry has made improvements at predicting call response and ensuring the accuracy of media buys, some airings will exceed expectations. Great problem to have, right? Only if your contact center can handle the excess calls smartly and maximize every call. ARGO can handle almost anything that comes along, but we will be in constant communications with your media buyer(s) to ensure the media buys and agent schedules align while providing a litter buffer for those unexpected, but welcome, over producing shows. If you want to integrate several call centers together in order to enhance call handling during peak airing times, let us know you select and set up a robust cloud-based call routing system utilizing our technology, or that of our trusted call routing partners.

What requirements do you have for DR clients?

Our core requirement is strong communication and collaboration around volume projections, media buys, arrival patterns and agreed forecasting at regular intervals in order to ensure the highest level of success. ARGO will work with our client and their media buyers to ensure that media buys and agent scheduling are aligned, and all KPIs and SLAs are optimized based on that accuracy. Further, ARGO recommends regular business reviews to ensure client key objectives are being achieved, understand changes to the business and to introduce new innovations that may achieve higher results.

Problem Statement

A Direct Response call center was experiencing low revenue per call and an unusually high number of customer service call-back issues. Agents were not being trained adequately, and costs were rising dramatically as a result. With the future business of several clients in jeopardy, it was increasingly apparent to management that something had to be done in order to reduce overall costs to serve. The Direct Response call center turned to ARGO for consultative support.

Action Taken

Implement a rigorous call monitoring program to pinpoint areas of opportunity and provide solutions to improve agent skill levels.
Schedule weekly calibration calls to give the call center not only positive reinforcement when due, but also advice on training methods and an opportunity to address any concerns.
Establish a weekly and monthly reporting system to track and report trends.
Restructure and revise current sales scripts and offers.
Make scripts easier for agents to follow, thus avoiding potential legal issues.
Incorporate advanced sales techniques.

Resolution

Within a matter of weeks, agent skill level increased to meet our preliminary goals.  Once these goals were met, we raised our overall quality standards and call guidelines. Increased compliance, which was the result of our rigorous monitoring and programs, produced a ripple effect throughout the call center, with lower back end costs due to a 71% reduction in the number of customer service call-backs and a 19% boost in retention rates. Additionally, agent confidence increased, which was again reflected in the sales of add-ons and upsells, thereby increasing the revenue per call and leading to ongoing, improved profitability.

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ARGO delivers flexible and meaningful contact center and back office solutions to our Retail clients with a collaborative and results-oriented approach.