Customer outreach

You already have a customer list. The people on it know your company: they bought from you, booked with you, were served by you. Yet getting anything new across to them — new terms, a promotion, a reminder, a question — is close to impossible. Emails go unopened, messages get lost, and there is nobody on your team with the time to call every single person.

Customer outreach is work on your own list, in a live voice. We are not prospecting and we are not selling. Our job is to reach every person on your list, deliver your message, answer the questions they ask and hand you back an answer for each contact together with the call recording.

At the Globus contact center the agent studies your product before the first call and is tested on it. They hold up on the second and third question instead of reading a script off the page. What you get is a closed list and an honest answer for every person — not a report saying “we called them”.

WHAT THIS SERVICE COVERS

This is not cold calling. The list is yours and the people on it already know your company. One price covers five use cases:

• Notifications and announcements. New terms, a promotion, a service change, anything that matters. Your customer hears it from a person instead of ignoring another email.
• Appointment confirmation and reminders. We confirm bookings, visits, deliveries and scheduled service. Fewer no-shows and fewer empty slots on your calendar.
• Surveys and customer feedback. Satisfaction and NPS calls with answers captured word for word. You get the real picture rather than an assumption.
• Database cleansing. We verify whether the number is live, whether it is still the right person and what has changed. Your list comes back cleaner than it went out.
• Reactivating dormant customers. We call the ones who went quiet, put your company back on their radar and find out why they stopped. Contact and answer — no selling.

What this is not: we do not sell on the phone here. Upselling, win-back with a closed deal and new-business prospecting are separate services priced differently. This one delivers your message and collects the answer.

THE JOURNEY OF A SINGLE CONTACT

Even your own customer rarely picks up the first time. To have one conversation, an agent works through a chain of touches. All of it counts as one completed contact:

• Call 1 — no answer. Busy, driving, in a meeting. Normal, and not a refusal.
• Call 2 — different day, different hour. We change the time of day and the day of the week. Morning instead of evening, Tuesday instead of Friday.
• The conversation. The person picks up. The agent introduces themselves on your behalf and delivers your message.
• Their questions. The customer asks, the agent answers. Every agent is trained on your product before the first call rather than reading a script off the page.
• The answer is recorded. Agreed, declined, call back later, an objection, an updated phone number — all of it goes into the result for that contact.
• Recording and report to you. The call recording and the contact status land in your report. You hear the conversation instead of reading “we called them”.

HOW WE WORK

Five stages from briefing to report:

• Briefing. We settle three things: the message, the audience and what counts as a result. We collect your product materials and the questions your customers ask most often.
• Preparation. We write the call flow and a question-and-answer sheet, take in your list, scrub it against your do-not-call file and check number formats. CRM and call recording go live.
• Agent training. The agent studies your product and is tested before the first call. They have to hold up on the second and third question, not just the first.
• Calling. We call in waves during the hours you approve, up to 3 attempts per contact across different days and times. Every conversation is recorded.
• Reporting. A status for every contact, the call recordings, a summary of answers and the list of objections your own customers raised.

WHAT COUNTS AS A COMPLETED CONTACT

A completed contact is the full cycle of work on one person from your list: up to 3 call attempts on different days and at different hours, the conversation itself, answers to their questions, the recorded outcome, the call recording and the report. It counts as completed when one of two things has happened:

• the conversation took place and the person’s answer was captured;
• all 3 attempts were used and the person never came to the phone.

Either way the contact counts as completed — the agent’s work was done and is billed.

Included in the price — no add-ons:

• every call attempt and the conversation itself, up to 5 minutes of talk time;
• long-distance and mobile telephony;
• recording of every conversation and its storage;
• preparation: call flow, question-and-answer sheet, list intake and scrubbing;
• agent training on your product;
• project reporting and the summary of answers.

No separate line items for telephony, recordings or setup. One price per contact, everything inside.

WHAT YOU RECEIVE

A closed list and an answer for every person:

• a file with the outcome for every contact: reached or not, and what they said;
• a recording of every conversation, available to listen to at any time;
• a summary of answers: how many agreed, how many declined, who asked for a call back;
• the questions and objections your customers actually raised;
• updated data: which numbers are dead, where the person or the role has changed;
• work inside your CRM (Bitrix24) or in our own portal, with statuses in real time;
• a dedicated project manager available throughout the month.

WHAT WE GUARANTEE — AND WHAT WE DO NOT

We guarantee:

• volume — we process the agreed number of contacts within the agreed timeframe;
• persistence — up to 3 attempts on different days and at different hours, not a single ring;
• live agents — no robocalls and no auto-dialers, a person speaks to your customer;
• preparation — the agent is trained on your product before the first call;
• transparency — a recording of every conversation and a status for every contact;
• confidentiality — your list never goes to third parties, written into the contract;
• do-not-call compliance — we scrub your suppression file before launch and make up the volume from other contacts on your list.

We honestly do not guarantee:

• sales — this service does not sell, it delivers your message and collects the answer. Telephone sales is separate work;
• that everyone picks up — some numbers stay silent through the third attempt. That is true of every list;
• how your customers react to your news — if the offer is weak, a phone call will not fix it;
• results on an outdated list — dead numbers undermine any calling campaign. Bad data shows within the first days and we tell you straight away.

We sell completed work and an honest answer for every contact — not promises that are outside our control.

PRICING

One price per contact, everything included. You pay for the work done on one person from your list — not for minutes and not only for “successful” calls. Three attempts that end in silence still cost an agent’s time, and that is already inside the price.

• Fewer than 200 contacts — still 300,000 AMD. That is the minimum engagement. Preparation, the call flow and agent training cost the same at any volume, so we do not go below it.
• The unused balance is not lost: we spend it on a second pass over the same list, or on a second list within the same month.
• Delivery time — one month from the calling start date.
• Payment — bank transfer to the account of MaxMedia LLC before launch.
• Reporting — weekly summary, full file and recordings at project close.
• Up to 5 minutes of talk time is included per contact. If your product needs a longer conversation, we say so at the briefing and quote it separately.
• International projects (Europe, the United States, the Gulf, China) are quoted individually — language, time zone and volume change the economics.
• All amounts are in Armenian drams (AMD), taxes included. There is no free trial and no pilot: the minimum volume is 200 contacts.

COVERAGE AND LAUNCH TIMES

Where we call and when we start:

What happens during the launch period:

• briefing and handover of your product materials — 1–2 days;
• call flow and question-and-answer sheet — 2–3 days;
• list intake, suppression scrub, CRM and recording setup — 2 days;
• agent training and product knowledge check — 2–3 days.

Delivering the volume itself takes one month from the calling start date. International projects take longer to launch because the agent is matched to the language and the time zone.

FREQUENTLY ASKED QUESTIONS

How is this different from cold calling?
Cold calling works an unfamiliar list and hunts for new business. Here the list is yours, the person already knows you and there is nobody to find. Conversations are shorter and pick-up rates are higher, which is why the price is lower.

What counts as a completed contact?
The full cycle on one person: up to 3 call attempts, the conversation, answers to their questions, the recorded outcome, the recording and the report. It closes when the conversation happens or when all three attempts are used.

How many times do you call one person?
Up to three times, on different days and at different hours. One call is not enough — half of people simply cannot talk at that moment.

What if the person never picks up?
The contact still counts as completed: the agent spent three attempts and the telephony. You receive a “not reached” status with the time of each attempt.

Is it a person calling, or a robot?
A person, always. We do not use auto-dialers or voice bots — a trained agent calls your customer.

Does the agent just read a script?
No. They study your product before the first call, answer questions on the line and log every objection for you.

Do you sell over the phone?
Not in this service. We deliver the message and collect the answer. Selling, upselling and new-business prospecting are separate services.

Whose list do you call?
Yours. This is work with your own customers. A name, a phone number and whatever the agent needs to know before dialling is enough.

How safe is it to hand over our list?
It is used for your project only, never passed to third parties and deleted on your request once the project closes. The condition is written into the contract.

Some people must not be called. What about them?
Send the suppression file and we scrub it before launch. The volume is made up from other contacts on your list, so you lose nothing.

What languages do you call in?
Armenian and Russian. English is available for international projects and is quoted separately.

Can we choose the calling hours?
Yes. Hours and days are agreed at the briefing, around your market and your customers’ habits.

What if the conversation runs long?
Up to 5 minutes is included. If your product needs more explaining, we flag it at the briefing and quote it separately, so no surprise charges appear later.

Are there hidden fees?
No. Telephony, recordings, preparation, agent training and reporting are already in the price per contact. There are no separate line items.

How do you report?
A summary once a week during the month, then a full file at close with a status for every contact and every call recording.

Do you work inside our CRM?
Yes — in Bitrix24 or in our own portal. Statuses are visible in real time and the data is exported at project close.

Can we run a free test first?
There is no free trial. The minimum package is 200 contacts: enough to judge the quality of the conversations and how your list responds, small enough not to put the budget at risk.

HOW TO START

• Briefing. Thirty minutes: your list, the message and the answer you need.
• Contract and payment. Volume, timeframe and confidentiality are fixed. Bank transfer to MaxMedia LLC.
• Preparation and training. Call flow, list scrub, setup and agent training — 7 to 10 business days.
• Calling and reporting. A month of work, weekly summaries, and at close the recordings and a status for every contact.

Ready when you are. Tell us about your list and the message — we will size the volume and the timeline. Call us on +374 93 557 144. MaxMedia LLC · Globus Contact Center, Yerevan, Armenia.

Terms are valid at the date of this proposal. A precise quote follows the briefing on your list and your objective.