Imagine that sinking feeling you get when you see the alerts and hear the warning sirens that bad weather is approaching. Those of you in the Midwest particularly will know what I am talking about. You realize a storm is heading right for you, and you worry, and try to think of everything you can do to prepare for the worst, but really just hope it will pass quickly. A feeling of helplessness overcomes you and you cannot even fathom what you will do to clean up the mess.
An equally destructive storm hit the outbound marketing industry on July 10, 2015 when the Federal Communications Commission (FCC) released its Telephone Consumer Protection Act (TCPA) Declaratory Ruling. The biggest challenge that came with the TCPA Declaratory Ruling was the way that wireless numbers could be dialed. An autodialer (predictive dialer), the most efficient and cost effective way to make telemarketing calls, was no longer allowed to contact wireless numbers in many cases. A new way to reach these customers needed to be implemented. Life as we knew it the world of telemarketing would never be same, and we had to adapt to a new normal. Continue reading →
Wins and losses. In a world driven by sales, they’re how we are measured. I, like every other person I know, love to win and hate to lose. Whether the scoreboard is based on revenue per hour, sales per hour, completes per hour, or any of the other metrics that we track in the telemarketing services industry, there is always one standout metric that your client will consider a win. Knowing that metric means the difference between winning or losing. But how do you find that metric? How do you evaluate it, benchmark it, and improve it? Business demands continual growth, so how can you continue to deliver sales results once you’ve already hit previously outlined goals?
The answer to finding this “magic sauce” is to always be proactive. The first step is to hit your goals. Once you’ve accomplished those goals, set new goals and hit those. Even when you think you’re on top and doing well, “good” isn’t always “great”. Continue reading →
Is your company’s quality call monitoring all about the Quality Assurance (QA) form? Did the representative use a rebuttal? Check. Did the representative offer features and benefits? Check. Did the representative upsell/cross-sell? Check. Many outbound marketing companies use the QA form to simply check off the boxes, but effective call monitoring consists of much more than just going through the motions. Quality call monitoring should identify coaching opportunities to help your representatives be more successful, which will make your clients happier. Continue reading →
An important part of telemarketing services is being compliant with all related telemarketing laws and regulations. We want to share an article written by Karl Koster, Chief IP Counsel of Noble Systems and one of the National Board of Directors of PACE, the Professional Association for Customer Engagement about some of those proposed changes:
The FCC has been recently soliciting comments on a petition (the “Bank” Petition) asking whether home telephone numbers, when used for home business purposes, should be considered as a “residential line” under the TCPA. With the increase in home businesses, it is not surprising that some individuals are ‘repurposing’ their home telephone numbers and advertising them for business purposes, including printing their home number on business cards, providing their home number on business forms, publishing the number on the business’s web site, etc. Why are they doing this? Probably not for the convenience, since having other family members making/receiving calls on that same number is likely to be a distraction to the business. We all know the real reason: to reduce costs to the business. This is even admitted by the individual who filed the petition to the FCC! Continue reading →
When I was a student at the University of Nebraska-Kearney (Lopers, not Huskers!), my advisor told me that people with professional skills were needed in this hot new industry: telemarketing. While it was a very short-lived program in the late 80’s, I’m one of the few — the proud — the graduate of a four-year college with a degree in telemarketing. And when I say, “few”, I’m serious. Continue reading →