Glossary
Below you will find some terms and definitions that will be helpful in planning your commercial, grassroots, or political programs.
Commercial
Appointment Setting
Taking Lead Generation a step further, TCG will fill the appointment schedule for the client's field representatives. The client is responsible for the "presentation" and "close".
Customer Acquisition
The process of establishing a new customer relationship on behalf of the client.
Customer Retention
When an existing client-customer relationship is strengthened and solidified.
Customer Win-Back Programs
The process of regaining a customer on behalf of the client.
Data Acquisition
The accumulation of information necessary to create a callable database.
Database Design
Creation of "front-end" interfaces for access to specific information within a client's database.
Data Warehousing
Storage and maintenance of databases for clients.
Digitally Recorded Verification
A customer's verbal commitment to purchase or contract for the client's product or service. A series of detailed questions and customer responses are captured and recorded at the time of sale. The verification process is an integral part of Quality Assurance.
File Cleaning
Processing a file into a useful, callable database.
Householding
Grouping a residence together as one record, as opposed to listing them as individual members. This applies to both telephone and mail programs.
Inbound
Incoming calls through a dedicated toll-free number that are answered by a staff of highly-trained call processing specialists for commercial, grassroots and political programs.
Lead Generation
A program whereby the client chooses to have TCG conduct the "prospecting" and "qualifying" phases of the sales cycle, but wishes to set their own appointments, conduct sales presentations and "close" the pre-qualified prospects themselves.
List Targeting
Narrowing a callable database to match prerequisite parameters.
Multi-Phase Testing
The continuous tweaking of a campaign over several phases to increase desired responses and results.
Outbound
A broad based range of outbound business and consumer call processing applications including: lead generation, telesales, new product information, list building, coalition building, voter contact and focus group recruitment.
Predictive Dialer
An algorithm-driven dialer designed to estimate the time delay before an agent will become available to take their next phone call and synchronizes its dialing accordingly.
Quality Assurance
The process of monitoring and assessing a program as it is taking place (real-time) in order to ensure it achieves optimum results.
Real-Time Message
A message that is delivered instantaneously, at the same point in time that the message request occurred in real life.
Recruitment Rate
A measure of teleservices production or "yield", normally measured in units of SPH, sales per hour or APH, appointments per hour.
Reverse Telephone Append
Adding addresses to records using phone numbers to match.
Soft Sales
A term synonymous with "up-selling", in TCG vernacular, Affinity Sales.
Stick Rate
A measure of Customer Retention. This is the percentage of new customers that remain with a program after a specified period of time.
Telephone Append
Adding telephone numbers to existing records.
Telephone Service Representative (TSR)
Trained telephone agents who conduct program calls.
Grassroots
Chase Call
Follow up call which establishes priority to engage in a committed task.
Coalition Building
The process of enlisting individuals to join coalitions in support of clients' industries' legislative interests. The end result is having an army of activists ready to respond when called upon.
Data Acquisition
The accumulation of information necessary to create a callable database.
Database Design
Creation of "front-end" interfaces for access to specific information within a client's database.
Data Warehousing
Storage and maintenance of databases for clients.
Direct Connect
A procedure to reach an individual by phone, and then immediately connect him/her with the office of a critical decision maker, e.g. a legislator. Using Direct Connect calls, you can mount a grassroots response to a bill or proposed legislation almost instantaneously.
Direct Connect Quota Control
Counter-driven method of controlling calls to a particular party. For example, a Client wants us to connect callers to 4 Senators. Only 10 calls to each Senator are allowed per day. Quota control will prevent the dialer from calling numbers in each Senator's district when the quota (10) for that district has been reached.
District Matching
Links constituents with their Congressional, State and local Legislators based on a zip code +4 match.
Electronic Mail Campaigns
E-mail can be used as an educational medium, an information delivery system, a mobilization vehicle, a polling mechanism, list/data base generator, a conference facility, an instruction device and fundraising tool.
Fax Campaigns
Document/letter delivery services that result in rapid and effective communications.
File Cleaning
Processing a file into a useful, callable database.
Grassroots Campaign
"The deployment of constituent-based political power to have an impact on the way elected officials vote on issues important to your organization." -Michael Dunn
Grassroots Initiatives
A process of bringing about a new law or measure before a legislative body.
Householding
Grouping a residence together as one record, as opposed to listing them as individual members. This applies to both telephone and mail programs.
Inbound
Incoming calls through a dedicated toll-free number that are answered by a staff of highly-trained call processing specialists for commercial, grassroots and political programs.
List Targeting
Narrowing a callable database to match prerequisite parameters.
Multi-Phase Testing
The continuous tweaking of a campaign over several phases to increase desired responses and results.
Outbound
A broad based range of outbound business and consumer call processing applications including: lead generation, telesales, new product information, list building, coalition building, voter contact and focus group recruitment.
Predictive Dialer
An algorithm-driven dialer designed to estimate the time delay before an agent will become available to take their next phone call and synchronizes its dialing accordingly.
Quality Assurance
The process of monitoring and assessing a program as it is taking place to ensure that it achieves optimum results.
Reverse Telephone Append
Adding addresses to records using phone numbers to match.
Telephone Append
Adding telephone numbers to existing voter records.
Telephone Service Representative (TSR)
Trained telephone agents who conduct program calls.
Political
Chase Call
Follow up call which establishes priority to engage in a committed task.
Data Acquisition
The accumulation of information necessary to create a callable database.
Database Design
Creation of "front-end" interfaces for access to specific information within a client's database.
Data Warehousing
Storage and maintenance of databases for clients.
Electronic Mail Campaigns
E-mail can be used as an educational medium, an information delivery system, a mobilization vehicle, a polling mechanism, list/data base generator, a conference facility, an instruction device and fundraising tool
File Cleaning
Processing a file into a useful, callable database.
Four-Phase Voter Contact Program
The Clinton Group's proprietary design for Sensitization, Identification, Persuasion and GOTV communications.
Get-Out-The-Vote
Calls used to urge voters to go to the polls and vote early on Election Day
Householding
Grouping a residence of voters together as one voter record, as opposed to listing them as unique voters. This applies to both telephone and mail programs.
Inbound
Incoming calls through a dedicated toll-free number that are answered by a staff of highly-trained call processing specialists for commercial, grassroots and political programs.
List Targeting
Narrowing a callable database to match prerequisite parameters.
Multi-Phase Testing
The continuous tweaking of a campaign over several phases to increase desired responses and results.
Outbound
A broad based range of outbound business and consumer call processing applications including: lead generation, telesales, new product information, list building, coalition building, voter contact and focus group recruitment.
Persuasion
During this call, each voter is given a strong pitch on the candidate's stand on the issues identified through the identification call as most important to that individual. The Persuasion call is used to persuade those self-identified as undecided through issue oriented messages.
Predictive Dialer
An algorithm-driven dialer designed to estimate the time delay before an agent will become available to take their next phone call and synchronizes its dialing accordingly
Quality Assurance
The process of monitoring and assessing a program as it is taking place to ensure that it achieves optimum results.
Reverse Telephone Append
Adding addresses to records using phone numbers to match.
Sensitization
Used to identify prospective supporters' level of interest and likelihood of supporting a candidate's position. Used to increase awareness of the campaign, as well as to build name recognition.
Telephone Append
Adding telephone numbers to existing voter records.
Telephone Service Representative (TSR)
Trained telephone agents who conduct program calls.
Industry Resources
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