AMO Eyecare has found a successful sales process by sending out emails, however, they have realised that it takes a little more to make the client feel chosen.

- Through ADRITEL we have a cost-effective way of developing personal relations with the clients, says Clive Sutton, Regional Sector Manager (UK & Nordics) of AMO Eyecare.

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EMC in Sweden has set the goal for 2007 and it is growth by 50 percent.

-If you mean serious business you need a wide marketing research to back you up. To build such an organization within the company is ineffective. We have invested those resources in ADRITEL, who will carry this out in a professional manner, says Peter Björling, Commercial Sales Manager at EMC, who sells information- management and storage.

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Pauli Kärkkäinen is responsible of the Finnish market within EMC. It is through ADRITEL he finds his clients, who makes the first contact for him. Finnish speaking communicators was important when making the decision of whom to co-operate with.

- Many might think that it is sensitive talking about a company´s IT-structure and the client may feel more comfortable if this can be done in their mother- tongue, says Pauli.

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Caroline Olsson-Aveheim explains; to be creative in your thinking is one of the keys in providing qualitative service over the phone. Caroline is part of the team answering service calls at ADRITEL’s Contact center. Calls are received from different clients and depending if the the calls come from the call center function as a switchboard, or respond as a service support which the later distribute the information out to be executed.
- The persons calling us trust that we hold the answer to their questions or their problems, so it is up to us to find the solutions, no matter what the situations are!

Not knowing what the next call will be concerning makes the job exiting. After finishing her Master’s Degree of Service Management in 2006, Caroline started her employment at ADRITEL.
- Service can mean so many different things, but what it all has in common is the contact with people and willingness to serve. At ADRITEL’s Contact Center it is important be coherent, so that the caller receives the best of help. It is also important to and to stay patient so that the information we pass over is as correct as possible. When it sometimes is not possible to directly solve the matter we at least try to come up with a temporary solution. When that is succeeds it feels very well, Caroline says. At times Caroline also helps out with other assignments such as follow ups and compilations of other projects within the company.

Marema Diop feels international. She was born in Norway with a Senegal father. Norwegian and French comes naturally after having both France and Senegal as residence throughout a couple of years. English came during the school days. Nowadays she lives in Sweden and work as a communicator at ADRITEL.
- I like talking to people and enjoy it when I have the opportunity to use my language skills. Nowadays knowing several languages is highly valued and a bonus in our multicultural society, Marema say, who also assists with translating at ADRITEL.
Marema believes that sounding cheerful is important to create a good contact and making the called person interested.

The tone of your voice reveals the mood of a person, even though you cannot see each other. The conversation also needs to be effective; no one has time for a person who does not reach the main issue. I also try to make the person answering feel special, if we receive answers that is most helpful.
Marema is also international on her spare time, she is the Chairwoman for an Amnesty youth group in Malmö. In the future awaits the Police Academy.

”Philips Corner”

Philip Cohen, international telemarketing guru from Skellefteå, shares his experience and answers questions about telemarketing. If you have any questions you are welcome to send them to e-mailadress: info@adritel.se Mark the subject as “Philips Corner”.