To offer a full range of contact center solutions to our clients throughout the life cycle of a customer’s account.
Strategic Marketing Enterprises
Contact us todayWelcome
Strategic Marketing Enterprises [SME] is a BPO that provides customer solutions throughout the life cycle of an account. Experience “Best In Class” service for a company that has been serving the community since 1996. On behalf of our dedicated and knowledgeable staff, welcome to SME!.
OUR GOAL IS TO ENSURE THAT EVERY CALL/TRANSACTION THAT WE HANDLE,
IS COMPLETED IN A PROFESSIONAL, TIMELY AND ACCURATE MANNER
About SME
SME..."the next chapter" was originally founded 25 years ago to deliver “best in class” service to our clients and customers. The company had explosive growth and continued to be in great demand. Our clients marveled how friendly we were to work with and our ability to exceed expectations. After an equity offering, the company reopened several years later and followed a similar growth pattern. During these past years many clients inquired about using our services again. “I’m very excited and humbled that SME continues to be so well respected and in demand, and look forward to writing yet another chapter in our company’s history". As a result SME has re-opened its US based call center in July 2016. "My sincere thanks to all my friends and colleagues for your support over these many years " Thanks Stacy.
Corporate Officers
Stacy Bagal
Chairman and President
Stacy has had a long and successful career working for several of the largest BPO’S, then working as Vice President of Customer Service at American Express before opening his first call center in 1992. He credits his years at American Express with providing the foundation in how to best take care of customers and employees. He has always set the highest expectations for his companies, employees and to our clients, some who have been with us for over 20 years. Throughout his career, he has paid attention to the growth and well- being of his employees, knowing that they play the most important role in having successful call centers. He creates a challenging, competitive and exciting work environment which provides the foundation for successful call centers. Our companies have always been self- funded by Stacy, and thus SME is not beholden to any outside investment company or bank. Decisions are made that’s best for the employees and our clients.
Our corporate mission statement is
Having highly skilled customer friendly agents whose goal is to resolve all issues with one call resolution.
To commit to using the best in class cloud based systems to allow our agents to easily access customer information in the most cost effective manner and to provide our clients the real time access to all customer transactions and recordings.
To afford our employees the opportunity for unlimited growth and advancement.
Services
SME currently employees 100% United States home based agents. This affords us the opportunity to expand our recruitment base to hire the best, most qualified agents wherever they might live. We custom tailor schedules to fit the needs of our employees. With unemployment rates in many cities <4%, its critical that we have a larger selection of employees to choose from. Our retention rates are excellent averaging >80%. With comprehensive training, customized scheduling, high end computer equipment, and low fixed overhead, we’re able to provide a very competitive salary compensation and upward mobility.
In 2020 we’re planning to open a premise based call center to have available for our clients who so desire. We will be able to conduct on site training and retraining to our agents, and provide a comfortable location for our clients to visit.
By having very low agent turnover, clients are confident that the agents that they train will be there for months and years to come. Well trained agents ensure that all our customer calls are handled by knowledgeable and experienced agents thus ensuring a pleasurable experience for the customer. We grade >97% customer satisfaction with the agent call handling.
Industries
SME is proud to provide call center solutions to the following industries.
Auto Finance
Cable
Financial
Health Care
Publishing/Media
Telco
Campaigns
SME offers a full range of call center solutions to our clients.
Inbound
Outbound
Customer Service
Sales Collections
Chat
Back Office/e-mail support
Data entry
Sales
Our sales agents are dynamic, positive upbeat and friendly. In addition, they have outstanding knowledge of the product they are selling. Our results are far superior to those of our competitors. We also have campaigns where we sell upgrades or additional products to existing customers.
Chat
Both proactive and reactive chat.
Collections
SME only does first party collections via inbound and outbound programs, normally to customers that are either current or to customers that are within 30 days past due. We have experience with banks, auto finance, retail and publishing. All our collections are by credit card, or check. Our agents are well trained, polite and clearly state the benefits of making a payment. They understand the campaigns, terms of the contract and various options available at their disposal.
Back Office/Emails
SME can receive and respond to all customer emails and resolve most issues within 24 hours. We can also handle a wide variety of back office functions including data entry and cc processing.
Customer Service
Customers that contact us, both want their voice to be heard and confident that their concern is noted and addressed. Our agents go through in-depth training on soft skills to ensure that we are demonstrating a level of empathy and that we are knowledgeable to deliver the proper solutions. Much of our success is due to the high level of quality of agent retention at SME, which averages > 60% better than industry standards. This ensures that your customers are handled by experienced, well- spoken agents who have received a great deal of product and soft skill training. In addition, SME has advanced IVR call routing, which drives specific customer issues to agents that are best trained to resolve that issue. In fact, we create stop/save groups of agents whom are entirely tasked with saving unhappy customers who want to cancel. We work with our clients to get a “tool box” of offers but most important, it’s the attitude, confidence and experience of the agent which affords SME to average >45% in this very key metric. We understand the importance of retaining every customer and recognize the high acquisition cost of a new customer.
Testimonials
Their business model contains well thought out campaigns, attention to detail and great CPO. After 25 years in this business, I can honestly tell you that SME is one of the best.
David D
They consistently produce orders with the absolute best 90-180 and 360 day retention of any of our other vendors that we use. We are fortunate that they are part of our circulation strategy.
Lucy F
"SME has never complained about our ongoing program changes, many with just hours’ notice. And we do throw a lot at them.
Steve W
Their biggest strength is that they are able to keep costs down when there are lower forecast call volumes. They seem to always have a plan.
Alexis P
We’ve had several onboarding experiences, but our conversion over to SME was by far the best.
Enrique S
Most impressed but the professionalism and courtesy of the agents.
Sam S
They handled 65000 IB calls, without a single customer complaint…Awesome.
Joseph M
SME is very responsive to all of our needs.. they demonstrate a high level of ownership and commitment to the project. They always strive to do better.
Sherry B
Our Technology
Our Capabilities
Web-based work stations
Inbound/Outbound call blended capabilities
Skill based routing
Remote monitoring
Digital recording of sales
Inbound
ACD, IVR, DNIS, and Program controls
Priority Call Blending
Multiple DNIS
Customizable Data importing and exporting
Multiple Conference and Transfers
Real time Monitoring/Coaching o
Outbound
Individual pacing control per programProgressive , Auto and Preview dialing
Cell Phone dialing
TCPA Complaint
Reporting
Agent Real Time InformationInbound Queue Real Time information
Campaign custom reporting
Network & Security
SME is contracted with Five 9, arguably the top one or two cloud based systems in the world which employs industry leading technology and geo redundant infrastructure. This ensures the system is always available to maintain a 99.999% network uptime. Robust network security including firewall with intrusion detection are been used by the contact center platform as well as advance data security and encryption technology.
