7. Telemarketing - Working with a Telemarketing Company
Working with telemarketing companies is an ongoing relationship. Here are a few considerations that can impact the success of your effort:
Effective TSRs
TSRs should be trained, friendly, and have the appropriate skills to handle calls. You can handle training yourself- have one of your salespeople offer a training session, and listen in on sample or “mock” calls. TSRs should make a great first impression on potential customers- make sure they know what to say, remain polite, and follow the guidelines you’ve set- for example, when to go “off script” when making a sale. TSRs should have a clear idea of what they are supposed to accomplish with each call. For example, following up on sales leads. Make sure they know how long to remain on the phone, what information to collect, and key phrases that are unique to your company or brand. Potential customers should have a very positive experience speaking with TSRs.
Reporting/Tracking
Make sure the telemarketing company allows you to track the effectiveness of the campaign at regular intervals, so that you can make adjustments as needed. Once the campaign has been running for a few weeks, look at the statistics provided- are calls converting into sales or sales leads? If using inbound telemarketing, are calls being answered quickly enough, with minimal hold time? Reporting is often included in a telemarketing firm’s fees, or certain tracking features can be added for additional charges.
Compliance
Any call center that makes outbound calls is responsible for following state, federal, and local regulations that pertain to telemarketing. If the telemarketing firm doesn’t abide by these rules, your business could face penalties and fines. Choose a company with a good reputation that abides by these laws.
