Category Archives: List and Data Management

8 Key Metrics Telemarketing Companies Need To Evaluate Performance

By Melissa Hinrichs, Director of Client Service

Telemarketing CompaniesOne of the key factors for telemarketing companies to manage an outbound telemarketing campaign is being able to measure how the program is going. Is it succeeding? Is it failing? Are there issues with the script, the leads, or the agents? These are questions we need to ask each and every day.

Many factors go in to making a program successful. For telemarketing companies and the world of reporting, it is important that we supply the team with all of the information they need to evaluate the program from top to bottom in an easy to read report. This way they have the data and can make the necessary adjustments to ensure a successful program for both the call center and the client. Continue reading

Lead Segmentation for Telemarketing Companies

By Megan Hottman, Brand Evangelist

Telemarketing CompaniesIt’s a known fact that most organizations place incredible pressure on their teams to shorten sale cycles and to improve close rates. A key piece that contributes to the effectiveness of increased productivity is to ensure the entire sales process is optimized every step of the way. What I’ve found to be an essential component in the optimization of the sales process is the segmentation of leads. Continue reading

List Segmentation for Outbound Marketing

outbound marketing

By Nathan Teahon, Vice President of Operations

Here’s a fact: Just as people have a unique set of strengths and weaknesses, outbound marketing call center operations also have distinct strengths and weaknesses. Here’s another fact: the customers that we call via outbound marketing also have distinct characteristics that differentiate them. Based on this fact, why do so many outbound marketing campaigns treat customers the same? I believe that failing to segment an outbound marketing list is a huge missed opportunity. Continue reading

Outsourced Telemarketing: Data Collection Best Practices

outsourced telemarketing data collectionBy Melissa Hinrichs, Director of Client Services

I work for an outsourced telemarketing company, so my point of view is relevant to that distinct niche. If you work in a different telemarketing niche, don’t despair. My advice is also relevant for anyone that is working with capturing data from an inbound or outbound telemarketing program (particularly if you represent the vendor side).

Capturing data during a telemarketing call seems pretty straight forward. The telemarketing agent simply types in what the customer says. Seems pretty basic, doesn’t it? However, as we get into analyzing data and running reports from that data, it becomes evident that the more streamlined the data capture process, the better the data is. Below are 4 basic steps I like to follow when setting up the data capture process with any new telemarketing program. Continue reading

The Importance of Quality Data

By: Melissa Hinrichs

Data can be a tricky thing. There are so many different ways to create, capture, and return data that it can become a little complex at times. Regardless of how the data is to be returned, the important thing is to always be sure to give the client the best quality data possible. Take pride in the data that you’re transmitting. This is the one aspect of the program that you have control over and can prove to the client that you’re a valuable member of the team. The data person is the ‘behind the scenes’ piece of any program. And although we’re not the ‘face’ of the

company that many see, all it takes is some bad data that can make you very visible.

My philosophy behind giving the highest quality data possible has always been ‘if you can’t show the client the importance of returning quality data, what does that show the client about the company as a whole’. Now we can write numerous pages on all the different fields that could or should be captured, the format of each field, and the countless ways of doing data, but I wanted to touch on three pieces that will aid you in delivering quality useful data.

The Layout: This is where it all begins. Needing to know how the client wants the data back and in the format is very vital. It’s very important to know this before working with any data. And the first rule of thumb is to NEVER assume anything. If you are unsure, always confirm first. Not only does this help you escape a lot of stress later, it also shows the client that you truly care about how they need the data. It’s very important to understand the program and what the goal is so that you understand the pieces of the data being returned and then you can dissect each field to make sure the program and the data are aligned.

Authenticate the Data: Now that you have the data to return to the client you need to run a series of checks and balances to double check the data before you return it. Even though you may have set up the program and limited how they enter data, it’s crucial to verify that such data is truly in the format needed. Here are few helpful guidelines to get you started.

Verify that all required fields have a valueVerify that ‘constant’ fields have not beencompromisedVerify that the data is following the flow of theprogram and there isn’t data where it shouldn’t beVerify that the answers for each field are in theformat expected by the clientVerify that the layout is in the correct format

Transmission: The send off. Some clients may be very specific in how they want to receive their data but for those that don’t it’s up to you to make sure it’s sent in it’s finest form. Afterall, this is your last stop on the data train. First find out what the deadline is for the data and allow enough time so that you are not late sending it off. Now for the most important rule of thumb: ‘Quality over Quickness’. This is very, very important to remember. What’s worse than late data is inaccurate data so again do not let the quality be compromised by the speed. If you foresee that you are not going to hit a deadline let communication be your friend. Send a quick email letting your client know you’re going to be late and give them an ETA of the data. And be truthful in your ETA – do not say in 30 minutes if you know it’s going to take you an hour. Give yourself enough time to assess the data thoroughly. Next you’ll need to know how to transmit data. Some clients prefer email and this is acceptable for most data, however if the data contains sensitive information it’s very important to post it to a secure FTP site or transmit it in another secure form. Once the data has been sent, it’s a good idea to send some type of notification of the data you’re sending, whether it be in a transmittal document or just embedded in the email. The 3 pieces of information that are essential in the notification is stating the type of data (sales, finalized records, do not calls, etc); the date(s) of the records in the data; and the number of records being transmitted. This will give the end-user a way to verify they have received all the data.

As I’ve mentioned before there are many ways to format, manipulate, and send data but the basic concept is all the same: Giving the client what they want in the way they want it. If you follow the three steps I outlined above you will be on the right track. Do take pride in what you’re doing. Sending good, quality data is not only a reflection on the company but it’s a reflection of yourself.

Melissa Hinrichs is the Client Services Director for Quality Contact Solutions. Melissa is an invaluable member of the team and ensures that the client always receives flawless data. Prior to working at Quality Contact Solutions, Melissa spent over 10 years working for a Top 50 inbound/outbound contact center in a variety of positions, including Reporting Specialist and Programmer/Analyst.

To contact Melissa Hinrichs: [email protected] or by calling 1-866-963-2889 ext. 205