Telemarketing Tips & Essentials
According to the Direct Marketing Association of America in 2010, outbound telemarketing was the top B to B tool for direct marketing to new prospects, with a 5.48 positive response rate!
DMA Website Quote" When calling prospects, B-to-B marketers reported a 5.48% response and a $20.23 cost per contact, compared to 4.06% and $21.59 in B-to-C."
Below are Telemarketing Consultants' Telemarketing Tips, designed to help and guide you through your companies outbound telemarketing on inbound call center outsourcing process.
Need additional information? Contact one of our consultants at 330-532-8840 to discuss your needs.
Outbound telemarketing processes include; sales lead generation, political surveys, market research, database enhancement, webinar and seminar recruitment, product recall notifications etc.
Telemarketing campaigns start with a database of targeted prospects. The data can be in house list or a SIC code specific cold calling list focusing on specific data such as company size or business type.
Are you using aged in-house data or are you relying on a list marketing company for a cold calling list?
If you are utilizing an in-house list, ensure 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.
TC provides data updating services and SIC targeted list services, so your data is always up to date before you call!
Next, consider the size of the database, call center and time lines for project completion.
If you have a large database you need updated quickly, do not hire a small telemarketing call center improperly staffed to handle the task in the time required.
Hire a call center that has the flexibility and staffing to accomplish your goals on your schedule!
Ensure the telemarketing firm you choose has the necessary experience and has been successful with similar projects. Verify the telemarketing company provides detailed daily productivity reports and electronic lead distribution as necessary.
Hiring a telemarketing call center that has experience with your type of business or a similar business, makes a big difference in campaign productivity, training 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!
TMC call centers have extensive experience in multiple industries including; energy, medical, software, manufacturing, tourism, finance, government and commercial!
Inbound call center processes support - DRTV. print, web, radio, customer care, catalog, government, medical, insurance etc.
Inbound Call Center Process
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? Do you need 24/7 live agent coverage or will voice mail for morning follow-up do?
With this knowledge, your call center will be prepared with the proper equipment and number of customer service reps to handle the volume of inbound calls at any given time!
Verify the inbound call center is properly equipped to quickly answer, 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 verification tool.
Ask for TMC client references related to similar projects you are intending to outsource. Our call centers have the expertise and highly trained staff your project requires!
TMC centers are ready to professionally engage your call center requirements in a turn key environment! Contact a consultant today at 330-532-8840.
Every call center contact must be professional and respectful while politely delivering your sales message or general information.
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 stale marketing offers 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 and guides with objection rebuttals.
Never match wits with your customer or prospect, always be friendly and helpful as you respond to their questions or concerns!
National Do Not Call & Additional Telemarketing Call Center Tips
National Do Not Call Compliance - National Do Not Call laws prohibit telemarketing to specific consumer phone numbers registered with the federal government's Do Not Call Database.
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
Quality Control and 3rd Party Verification - High quality telemarketing companies have quality control 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 - Call center outsourcing can assist a business in handling spikes in call volume during peak calling seasons 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 run a call center campaign using your own facilities, personnel, equipment, hardware, software, Telecom and management services.
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.
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.
Essential #3 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?
TMCs' 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.
TMCs' consultants have developed hundreds of effective scripts for literally every industry. Our extensive scripting and telemarketing experience will benefit your companies bottom line!
Essential #4 Utilize the proper dialers for maximum ROI!
Having the proper dialers not only increases call production but also increases campaign efficiency!
Our consultants' will show you how you can increase the effectiveness of your telemarketing campaign utilizing in-house or web based auto-dialers to increase productivity!
Essential #5 Daily detailed reporting! -
Daily reporting is a must for managing 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!
Essential #6 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 customers product or service is essential to minimizing mistakes before your campaign goes live.
TMCs' telemarketing centers provide extensive agent training and proficiency testing to ensure agent effectiveness and general product knowledge.