We offer a complete range of direct marketing services to get your product off the ground and into consumers' homes.

Professional Inbound/Outbound Sales Center
Our skilled sales representatives are second to none...with the track record to prove it.  Every representative is fully knowledgeable about each product they sell, and thoroughly trained in voice/listening skills, up-selling, cross-selling, as well as add-on and customer service skills, ensuring that each call we answer contributes directly to your bottom line.

Enthusiasm First
When a customer responds to your message by telephone, the goal is to sustain the excitement that made them take action in the first place. You want enthusiastic sales professionals to build relationships and maximize your offers. Listen Up's mission is to ensure that every sales event is a successful connection between the customer's need and your offer.

Experience Counts
Listen Up’s sales force is comprised of Direct Response industry experts – the senior management alone has over a hundred combined years in the industry! We train, retrain, and train again – We reward our agents with money, recognition, and advancement. We incentify our agents to make our clients money, and our agent compensation plan is always in line with the client’s needs.

Performance- Based Billing Model
Listen Up will bill by  performance only, by the minute,  or a combination of the two – whatever it takes to produce the results that will give the client’s campaign the return on investment needed to be successful. We lend our expertise to structure the best offers to produce the best results for each campaign, large or small.

First-Class Technology
Listen up uses “On-Line Call Center”®, a best-in-breed order management technology that allows clients to see real-time progress on a daily basis, with key reports and a thousand different way to slice and dice the numbers available at your fingertips. The technology also allows the sales agent to get to know your promotion, by having a library of your creative, FAQ’s, and other product information directly available on their desktops. The tools on On-Line Call Center® are designed to maximize and support individual sales agent performance.

Full-Service Campaign Management
24 hours a day / 7 days a week, we will take and convert your inbound sales, handle your customer service, work with you on your scripting, offers, presentation, consult you on your creative, and can turn on a dime to adjust presentations and improve offers based on results analysis.

List Management
State-of-the-art database tools enable us to help you maintain strong customer relationships and expand your customer base.

Customized Reporting
All of our direct marketing services are summarized in concise reports of who is buying, how often, how much and how efficiently, customized to your company's needs.

Customer Service

Our Customer Service philosophy is simple: treat people the same way we would want to be treated. The results are not only more satisfied customers, but substantially higher sales retention rates.
Courteous, Knowledgeable Representatives:  Our outstanding Customer Service staff is fully educated about all products so that they are able to handle any customer inquiry with confidence.
Sales Training:  Our representatives know the art of turning customer problems into opportunities, minimizing cancellations and returns and actively contributing to your revenue stream.
Customer Focus:  We analyze every promotion from a customer perspective, so our representatives are prepared to anticipate your customers’ questions.  Our staff is trained to work with people to ensure that your products work for them.
Integrated Order Entry/Fulfillment/Tracking:  Our state-of-the-art computerized system enables us to answer customer questions about the status of their order instantaneously.

Through our dedicated and experienced staff of customer service specialists, and innovative technology, our passionate commitment to delivering a comprehensive service experience insures profitability for our clients, partners and employees.

First Call Resolution
It’s been proven time and time again that first call resolution in the best method to keeping your customers happy and your campaign running smoothly. At Listen Up, we have the tools and expertise to resolve customer issues on the first call, reducing additional call backs and escalated complaints from happening thus reducing your exposure and costs.

Processing
Credit card processing(credits & debits) can be performed in real-time while agents are on the phone with a customer and in batches on regular daily intervals.
• Credit Cards
• Checks
• Media Export
• Fulfillment Exports/Imports

Merchant Account protection
The most important part of any campaign is the protection of your merchant accounts. We respond to all complaints thoroughly and in a timely manor insuring your merchant accounts are always protected.
• Charge-backs
• BBB Inquiries
• Attorney General Inquiries

Recovery
Declines
When a customer credit card declines we will immediately contact the customer, thank them for their order, and verify that all of the information is correct. If none of the information differs, we explain that the card did not work and ask for another card. Declined credit cards are re-attempted for processing automatically every 5 days for as many as 4 times.

Expired Credit Cards
Our systems insure that credit card expiration dates are greater than the current order month and validate the card will not expire until the end of any multi-pay offer. However, it is common for credit cards to expire at some point of an auto-ship program’s life cycle. We proactively contact customers before their card expires on a future auto-shipment to avoid a lapse in their program and increase the customer lifetime value for you.

Quality Assurance
All calls are recorded and monitored for quality assurance and product knowledge. Feedback is provided to managers to improve service through training and expanded problem resolutions.

Save Options
When a customer calls to cancel or return an order we don’t forget that you already paid for the media, the telemarketing, and additional customer service. We use the excellent listening and selling skills of our agents along with scripts that provide solutions for every problem to turn the call to cancel into an opportunity. Our agents are trained and incentified to offer full and partial save options set up for your campaign to reduce costs and retain your valued customers.

Auto-ship Management
Enjoy the added benefits of auto-ship projection and retention reporting to provide you with reliable forecasts of future cash flow and inventory needs. The retention reporting provides you with the actual decay rates and average value of each auto-ship program.

Our auto-ship functionality allows us to individually customize each customers program to fit their lifestyle. Customers can be saved by customizing pricing, interval between shipments, holding shipments, and changing the enrollment product or service.

Returns (RMA)
The return merchandise authorization process can be customized to your policy for the number of days allowed for customers to return product and condition of the product. Customers that qualify are provided a return merchandise authorization number and instructions on product return procedures. RMA items are tracked and credits are issued upon successful return of the product. Customers that fail to return the product in the time allotted or in the proper condition are contacted for resolution.

Notifications
Our systems allow us to trigger emails and/or schedule customer call backs for any sale and non-sales disposition and order item status. What this means for you is a specific tailored response to any and all customer inquiries and order status changes, optimizing communication with your customers and focusing on overcoming specific objections. A custom email and script can be tailored to any identified need.

Customer Service Reports
Our reports provide you with valuable insight into your campaign’s back-end performance. They reveal the true 360 degree return on investment allowing you to adjust the sales process for maximum results.
• Customer Service Activity Report
• Customer Service Minutes
• Item Status Report
• Auto-ship Retention Report
• Auto-ship Projection Report