A quick start guide to telemarketing success
Telemarketing is a lot more then simply making calls. For the novice and the experienced, it can be a difficult and complex process. Here we will outline what you should know about Telemarketing and what to expect. This is certainly not a catch all but it will help to ensure a strong foundation into making a successful telemarketing program. Telemarketing Call Centers There are around 5000 telemarketing centers throughout the United States. These centers vary greatly in size and service offerings. The majority of all telemarketing programs are called by the largest 50 call center companies in the United States. When deciding what to look for in a call center examining many of these call centers to find which one is the best fit for your telemarketing program is the best route to ensure success. Of the 5000 call centers most of them are about 20‐50 seats, and run smaller programs or lower paying programs that emphasize less technology, lower quality, or the clients require little DNC compliance. The larger call centers have a greater technological offering but most companies will need to conform to the requirements set by these telemarketing firms, which can be a good or bad thing depending on the amount of control you want over your program and the amount of attention it deserves. The large 50 may only be best for companies looking to combine their telemarketing offerings. Many companies that spend a significant amount on their telemarketing programs split the work between several vendors to ensure a healthy competition and to ease their dependency on only one provider. Size does matter, and most telemarketing experts have found that the best centers perform when they have between 100 and 200 hundred seats. The logic behind this is that once a center reaches a larger level it generally churns through much of the population. Most centers are located in areas with a population under 200,000 or in a place where agent pay at less then $10 per hour. Some centers will build extremely small call centers in remote locations to try an build quality agents. However, doing this can often result in burning through the labor force quickly. It is best to try and find a center in a medium population city with a low job market. This center should have 100‐200 seats which is the optimal size to manage and control agent quality. Offshore vs. Near shore vs. Onshore Telemarketing outsourcing has become the focal point of much media attention, and the reality is that companies pay for what they get. Near shore telemarketing which typically runs between $18‐
$20 per telemarketing hour has been successful in the Hispanic market but has failed to become popular in the United States. Accents are still heavy and the learning curve is too vast to really supplement Onshore agents. Offshore telemarketing has a much worse effect and although it has become popular for inbound centers. The reality is that the companies that are doing this are companies that can afford to lose customers through lack of customer service. One of the most popular cases against offshore comes from Dell who’s outsourcing options nearly crippled the company. Brick and Mortar Vs. At Home One growing trend in the telemarketing world involves placing agents at home and allowing them to telemarketing from at home PCs. Although the concept is fantastic the cost savings are very minimal, and agent development, training, and quality are significantly jeopardized. The at home agent model works very well for inbound customer care when the call demand is high because it allows companies the ability to quickly ramp up. However, when addressing the outbound a significant lack of quality and agent drive means a significant lack of production. Outbound Vs. Blended Vs. Mixed ...