You hire a new telemarketing employee. The telemarketing employee (a telephone sales agent) completes their new-hire training and is officially ready to be released into the wild to use the tools they now have on their own. What is wrong with this picture?
Having a training process to onboard new employees is a necessity, but ongoing training can be even more critical. What about their training needs as time goes on? What happens in a few weeks, months or even a year down the road? In the Telemarketing Services business, the key to front-line telemarketing agent success is to continuously grow. The true definition of insanity is continuing to do the same things and expecting a different outcome. To expect your B2B Telemarketing agents to exceed their current production with the same tools they’ve had since day one is insane! Here are the Top 5 reasons ongoing training is crucial for all telemarketing services agents. Continue reading →
Let me set the tone for you… the company you work for is part of a large group that is sponsoring a multi-million dollar expo in one of the most sought after vacation cities. It only happens once every three years, so you know people will want to be there to see the newest products displayed. You expect big crowds and then something unexpected happens – attendance is poor! This, by far, is the worst thing that could happen in a situation like this and that is why it is critical to get the word out about these types of important events. Sending emails, faxes or mail can be a great way to connect with potential customers and vendors, but utilizing telemarketing services to get them on the phone and having a conversation about it can have much better results. Quality Contact Solutions recently had an outsourced telemarketing opportunity to do just that for one of our clients and it proved to be very successful! Continue reading →
Outbound Marketing Vendor Selection for B2B telemarketing can be difficult. Where do I start? Which center is the best? How will I ensure I am getting the best results? While there is no perfect formula, let’s take a look at some of these best practices to help point you in the right direction:
Understand “Your” Needs
First, you must understand “your” needs. It seems simple doesn’t it? Well it’s one of the most common mistakes people make. During the outboundmarketing vendor selection process you will talk to a number of B2B telemarketing call centers who give you great reasons why you should select their company. My advice is to not get caught up in the glitz and glamour of promises but to really take a moment to look at the objective of what you are trying to accomplish. Take time to write down the purpose of the program. What experience do you need? What end results are you trying to accomplish? Create a wish list of what your needs are. These are your core needs. I advise that you should never sacrifice on any of your core needs during the outbound marketing vendor selection process. Truly understanding your needs and the needs of the program will help make the process easier when looking for a new B2B telemarketing vendor. Continue reading →
If you have read any of my articles in the past regarding telemarketing vendor selection, you might be familiar with my mantra that Call Centers are just like people. Each and every one has their own sets of strengths and weaknesses. Some are great at inbound customer service, others inbound technical support, others outbound telemarketing business-to-business sales, others lead generation, business-to-consumer, and the list goes on and on. Most have expertise in multiple verticals. Furthermore, some have different levels of PCI compliance, or a non-ATDS dialer for wireless calling. Some thrive with pay for performance opportunities, and some prefer to stay away from that. The point being, every center has its own makeup and has multiple strengths and multiple areas where they don’t have experience. Continue reading →
In the 80’s and 90’s, outbound marketing agents never provided a direct callback phone number when placing outbound marketing calls. The response to the question, “Can I call you back?, was always something like,”I’m sorry, but I’m calling on an outbound line and I can’t receive inbound calls”. Another common response outbound agents were coached to use was “I’m sorry, but I’m on and off the phone constantly all day and it is very difficult to reach me. I’ll just give you our toll-free number and you can speak to anyone who answers the call.” Continue reading →