UNITED STATES OUTSOURCING COMPANY

DESCRIPTION
Misson Statement: "The goal of Mark L. Gray and Associates, LLC is to be recognized as a leading provider of quality customer relationship management, marketing and sales outsourcing within our target markets. We create value in all relationships and enrich the lives of our clients, employees and community while producing financial returns and rewarding our members."

Our Values

Experience:
Mark L. Gray and Associates is staffed by experienced consultants who work on a wider range of projects with requirements similar to yours. This broad-based accumulation of experience coupled with skillful use of problem-solving techniques assures that your project will run as smoothly as possible.

Knowledge:
At Mark L. Gray and Associates, we invest in continuing education to maintain our knowledge base with up-to-the-minute information about sales and marketing trends and programs vital to your business. Through participation and involvement in sales and marketing associations and key vertical industry groups our consultants keep abreast of new developments in on-line and off-line marketing and sales processes.

Resources:
Our experience and relationships developed across the field, including specialists in a wide variety of sales and marketing disciplines, serves as a resource pool for our individual consultants.

Commitment:
Mark L. Gray and Associates is commited to providing excellent service to the profession and its clients.

Professionalism:
Mark L. Gray and Associates are business people and professionals. We will handle your project responsively, with sensitivity to your personnel and the needs of your organization.

Infrastructure:

Integration across Silos
We have deployed a fully integrated environment. The integration of marketing, telephony and customer interaction platforms provides the company with an environment for efficient outbound, inbound, e-mail, internet chat, and/or any other media source as well as integration with other client applications.

This integration also provides the ability to route contacts based on incoming DNIS, ANI or caller-entered digits. All these points are captured in the transaction record in the application database, allowing for detailed reporting by contact outcome and any data point in the customer/prospect record.

Integrated Marketing Automation
At the core of our architecture we have deployed a centralized database and communications management application which provides the capabilities to automate the tracking of advertising and direct marketing as well as deploy and manage email, web, and telephony driven projects.

Integrated Progressive Dialer
Our platform provides progressive and preview dial capabilities. The full range of call statistics are available from this platform - dials per hour, contacts per hour, call dispositions (answer machine, tritones, etc) - as well as real-time integration with application disposition data for complete performance statistics in near-real-time.

Interactive Voice Response (IVR)
For inbound applications, our ACD/IVR’s provide enhanced routing options, self-service automated responses to FAQ and interaction with our or client databases to provide base query information. The IVR is enabled with speech to text and integrated with ACD technology and application database structures.

Web Integration for Collaboration/Web Support
For email, web and internet marketing driven projects our environment enables associates to handle “hot leads” on a priority basis. Additionally, email and chat make it easy for associates to respond to customers.

Workforce Management System
MLG utilizes a proprietary workforce management system for forecasting and scheduling to assure appropriate staffing levels and ensure compliance with service level expectations.

SKILLS
Mark L. Gray and Associates provides outsourced marketing and customer lifecycle management for a wide variety of business and not-for-profit organizations. Our goal is to treat each contact as if our clients were placing or receiving the call themselves. This means we become industry specific for each client.

Each Client enjoys a customized campaign specific to their needs, including reporting requirements. In addition, the management team learns the client's product, mission and vision allowing us to script, train and monitor effectively.

TERMS
Pricing, payment terms, project management and implimentation are competitive with firms of similar size offering similar scope of capabilities.

LOCATION United States - Hammond, LA EMPLOYEES 20-49 YEARS IN BUSINESS 11+ years CONTACT INFORMATION Register or Login to view the outsourcing service provider contact information.