The Nuts and Bolts of Telemarketing Call Centers
What is a telemarketing call center?
A telemarketing call center is a company that places calls, or handles calls on behalf of their clients. At Quality Contact Solutions we support a wide variety of telemarketing services for our clients, such as account management, lead generation, tier 1 and 2 technical support, appointment setting, customer service, B2B and B2C telemarketing and so much more.
How do telemarketing call centers typically charge for their services?
There are many variables involved in the cost of telemarketing call centers including the type of work that will be done, the skill level required of the agents, location of the center, the length of the contract, complexity of the program and volume of calls. Pricing can vary between B2B/B2C outbound telemarketing and inbound telemarketing services. It is also common for a telemarketing call center to charge fees for program set up and training.
Telemarketing call centers typically price according to these categories:
- Pay for performance
- Hourly plus pay for performance
How to determine which telemarketing call center to hire?
It is absolutely fair to say that not all telemarketing call centers are created equally but the evaluation process used to determine which one to hire is consistent. Here are the core attributes to evaluate when selecting a telemarketing call center:
- Skill set: Evaluate to make sure the call center partner aligns with the skill set needed to accomplish your goals.
- Technology: It’s critical to ensure the right technology solution is used and can be customized as needed.
- The Front Line: Speak with the front-line agents that may be staffed on your program. You will get a sense of their level of professionalism and passion for who they work for and what they do.
- Responsiveness: It’s important to have a partner that is a true partner. Rather than waiting for days for a response or receiving a “yes” to every request or comment, a true partner will respond and evaluate potential risks as well as successes.
- Comparison: You don’t want to be a little fish in a big pond or the other way around. Compare your project to the size of other projects and clients at the telemarketing call center to make sure it aligns and makes sense.
For more in-depth considerations on choosing a telemarketing call center, take a peek at our guide on How to Select a Telemarketing Call Center.
Telemarketing call center location: onshore vs. offshore
When evaluating a telemarketing call center, location is something that should not be taken lightly. When referring to location, understanding the advantages and disadvantages of onshore in the U.S. vs offshore is important and will help guide your decision.
Onshore telemarketing call center
Shared language & culture: using an onshore telemarketing call center eliminates challenges when it comes to potential culture and communication issues.
Increased efficiency: onshore telemarketing call centers can maximize operational efficiency as this is what they do day in and day out. They have established processes and procedures that help contribute to their high productivity.
Control and visibility: working with an onshore partner facilitates easier avenues to engage and communicate regularly. There is more visibility into the operation and its’ success as in person site visits are easier to do.
Regulated: telemarketing call centers in the U.S. are heavily regulated and have tight processes and procedures governing and securing the data of their clients.
Cost: it just costs more in the U.S. to hire and retain employees.
Offshore telemarketing call center
Cost: this tends to be the main draw to an offshore model. Due to the differences in economies, the cost of using a telemarketing call center offshore can be substantially less than in the U.S.
Bilingual: it’s not uncommon to have representatives offshore speak a few different languages.
Communication barriers: customers have the perception at times that they are not understood and become frustrated due to challenges in communication as it relates to potential language barriers.
Increased call handle times: due to the communication challenges, it’s common to see call handle times increase as the calls are longer.
Security: data and security protocols are not as regulated as they would be in the U.S.
Heavily scripted: offshore telemarketing call centers rely on scripts and adhere to this 100% without variation, regardless of it solving an issue or addressing a question that may be asked.
Telemarketing call centers have to ensure each of their clients’ programs are compliant with ever-changing telemarketing rules and regulations. Whether the telemarketing operation is onshore, offshore, internal or outsourced, the responsibility for ensuring compliance with the telemarketing laws, regulations and statutes is a tough job. Telemarketing compliance very tedious is that the laws are different State by State and on the National level. The penalties associated with non-compliance are very consequential.
Many companies need extra help with ensuring their telemarketing call center compliance program meets all state and federal regulatory requirements. The compliance experts at Quality Contact Solutions will ensure you achieve your compliance goals. An important part of telemarketing services is being complaint with all related telemarketing laws and regulations.
Choose Quality Contact Solutions as your telemarketing call center
With 12+ years of telemarketing call center experience, we know what factors contribute to success for our clients. We also know that our success is tied to you. We customize a solution to address your organizational goals while working alongside of your team to clearly identify what success is defined as in your company. Our highly experienced team are experts in communicating both simple and complex products and services with high level decision makers. We love what we do and we’re good at it.
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