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Are you using an in-house data source or are you relying on a
database list company to provide the data for you?
If you are
utilizing an in-house list, make sure the data is up to date.
Utilizing aged data for a telemarketing campaign is a mistake
and will cost you in overall telemarketing
program productivity. If you must used aged in-house data, send
the data out to a database list company to be appended, scrubbed
and refreshed with current information before you telemarket.
It
will cost you less to append the data before the telemarketing
campaign, than to pay telemarketers during the campaign to
update the data as they go!
Next, consider the size of the database
and time lines for project completion.
If you have a very large database you need updated quickly,
do not hire a small telemarketing center improperly
staffed to handle the task, in the time necessary to complete the
project
If a telemarketing company offers a free database, be leery, the
best data is not free. Use only the highest quality available data for your
telemarketing campaign or it will cost you in productivity and
hours paid in the long run!
Ensure the telemarketing firm you choose has the necessary
experience telemarketing in your business field. Verify the
telemarketing company provides detailed daily productivity
reports and electronic lead distribution as necessary.
Hiring a telemarketing center that has experience with your type
of business or a similar business makes a big difference in
campaign productivity, cost and agent learning curves.
Good telemarketing companies will have a list of references.
Experience counts, ensure the telemarketing company you hire has
the proper equipment, personnel, and expertise to successfully
drive your telemarketing, call center or direct marketing
campaign!
Inbound Call Center Tips
Inbound call center processes include - direct response
television. print, web, radio, customer care, catalog response
etc.
When setting up
an inbound
call center
program you must
consider the call volume you expect over a given period of time. Call volume must be
estimated (if possible) so that your call center can properly staff for
peak calling periods.
What is the number of calls you expect the call center to
process on a hourly basis? When do you expect the call volume
peak on any given day?
With this knowledge, your call center outsourcing partner will ready with
the proper equipment and number of customer service reps to handle the
volume of calls coming in at any given time!
Verify the inbound call center is properly
equipped to route, track and report on every inbound call
processed. Reports should include, average speed of
answer, average length of call, number of calls per hour, close
rate, response rates etc. Digital recording is a plus if your
center offers this quality tool.
Ask for client references for similar
projects as you are intending to outsource!
The Telemarketing Call
Every telemarketing call needs to
be of high quality, targeting your core market and specific to
your business.
The Initial Contact - The
telemarketers contact with each prospect needs to be clear,
confident, positive, friendly and precise. The
telemarketing company representing your business needs to
clearly introduce who is calling, confidently state why they are
calling, positively enforce reason for the call in a friendly
manner and be precise in the delivery of information or offer.
The Offer - Consider what you are
offering your prospects to grab their attention during the first
15 seconds of every call. Is your marketing approach new and
fresh or is it the same old marketing techniques they hear
everyday? You must differentiate your business from your
competitors with unique products and creative marketing offers.
The Close - Always assume the
positive and downplay the negative. Prospect objections need to
be handled in a professional positive manner. Good telemarketing
companies develop frequently asked questions guides and
objection rebuttals. Never match wits with your customer or
prospect, always be friendly and helpful as you respond to their
questions or concerns!
Additional Telemarketing Tips
National Do Not Call Compliance
- Recently enacted National Do Not Call laws prohibit
telemarketing to specific consumer phone numbers registered with
the federal government. Telemarketers are fined heavily ($11,000
per call) if they do not comply.
Experienced telemarketing companies utilize database software to
scrub each and every record against the National Do Not
Call Registry to ensure compliance of the law! Do not make the
mistake of conducting an in-house campaign from a purchased
directory or database that has not been scrubbed or it could
cost you dearly.
Quality Control and 3rd Party
Verification - High quality telemarketing companies
have quality systems in place before the call, during the call
and after completion of the call. Proper agent training, call
monitoring and 3rd party verification are just some of the tools
used by telemarketing services agencies.
24/7 and Overflow Support -
Telemarketing outsourcing can assist a business in handling
spikes in call volume during peak calling periods or extend a
businesses normal operation hours to 24 hours a day, seven days
a week.
In-house vs. Outsourcing
-
Without question it is more cost effective to outsource your
call center program to a proven vendor than performing the same
services using your internal staff! On average it will cost
twice as much to complete a call center campaign using your own
facilities, personnel, equipment, training, hardware, software
and Telecom services.
A skilled call center vendor will have costs under control,
proven business systems and seamless execution of key
performance processes that allow them to competitively offer you
their services, provide a cost savings over in-house processes.
Need additional information? Contact a TC telemarketing services
executive today at 330.962.6692 or click
here
to submit your request via email and receive a response within 1
business day!
Telemarketing Consultants Telemarketing Essentials
Essential #1
Start with the best data you can get!
List Selection - The old
saying is true, "garbage in equals garbage out" An accurate
reliable list is a must. If you need a list our consultants have
relationships with the most reliable and affordable list
companies in the industry.
Essential #2 Hire the right type of telemarketing company for
the job!
Telemarketing Firm Selection
- Telemarketing companies specialize in different types of
calling; inbound, outbound, sales, lead generation and research.
TC's experts analyze your telemarketing requirements and
recommend the appropriate telemarketing center, even if it is
not ours!
Essential #3
Have
quality control systems and processes in
place!
Quality Control
- Quality control is essential to the success of your
project. Every successful telemarketing program includes quality
control systems and processes. Tools like full digital recording
and third party monitoring are essential to your telemarketing
programs success.
Essential #4 Proper scripting with call to action!
Script Development - A
properly crafted script is essential to your telemarketing
programs success. Is there a call to action? A motivating
factor? TC's scripting experts can craft a script to get past
the gate keepers, generate leads or get that critical sale!.
Call us for a free scripting analysis and quote. TC's
consultants have developed hundreds of effective scripts for
literally every industry, let our extensive scripting and
telemarketing experience benefit your companies bottom line!
Essential #5
Utilize the proper equipment for maximum ROI!
Dialers - Having the proper
technology not only increases call production but also increases
campaign efficiency and bottom line! Our consultants will show
you how you can increase the effectiveness of your telemarketing
campaigns utilizing inhouse or web based auto-dialers to
increase productivity! Let our consultants show you how to
acquire and utilize these powerful direct marketing tools.
Essential #6
Daily detailed reporting!
Reporting
- Daily reporting is a must so you can manage the
progress of your telemarketing campaign. Our call center
partners thrive on providing you with timely, up-to-date
detailed data on every call. Daily reports can be emailed or
faxed. Tracking the results of every dial is critical! Our
Microsoft certified database experts can craft a custom
interface and reporting system in any database format to allow
for seamless data transfer between your systems and ours.
Essential #7 Proper
agent training and proficiency testing!
Pre-Call Training and Testing
- Proper agent training is essential to your programs success.
Testing agent knowledge on every element of your telemarketing
campaign is essential to minimizing mistakes before your
campaign goes live. TC's telemarketing centers provide extensive
agent training and testing to ensure agent proficiency and
product knowledge.
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