subject: Outsourced Telemarketing Services: Things To Help Businesses Decide (part 2) [print this page] Finding a telemarketing service provider involves significant budget planning. Costs may vary depending on a business' expected volume. Charges may be per minute, per hour or per agent. Pricing is extremely important, but organizations must remember that customers will not make the distinction between their businesses and the representatives they are talking to on the phones. Prospects or customers usually think they are speaking directly with an employee of the company, so it is essential to choose a firm that will call on the company's behalf with the same level of enthusiasm and desire to succeed albeit the costs.
The provider's accomplishments as a company and in the business' industry is another thing that matters because companies, of course, want to employ the best individuals for the job. It has been told many times before that researching the provider's reputation and success stories is a must. Telemarketing firms that have experienced working with the clients' industry are more likely to help achieve a successful campaign and pinpoint any challenges or problems that may surface during the course of the project.
It is equally important for businesses to do research about the employees within the outsourced company. These people will be the extension of the business so it is essential to know how long the representatives stay with the company, what are their benefits, how they are compensated, their level of satisfaction, the benefits they are getting or not getting; the sales representatives' level of satisfaction in their own company equates to the kind of satisfaction that businesses will get from the outsourced agency.
In the course of this partnership, companies will need comprehensive and conclusive reporting from the provider's end to ensure that this was a sound undertaking in the first place. Reports should contain total number of leads or appointments, leads or appointments per agent, sales per agent, total sales, call duration, handling time etc. A detailed report enables companies to assess the outcome of the project and gauge if the partnership should be continued, expanded or terminated.
As stated previously, businesses should be able to obtain audio or call recordings from the provider. Some firms can listen in on calls through a call center supervisor or manager but it is better to be able to monitor calls whenever and wherever the clients want or need to.
Finally, the outsourced agency should have a reliable security system. Confidential information are provided to the firm so businesses must be guaranteed that these information are protected from hackers and other malicious entities.
Costs
There are several factors to consider as to how much businesses will have to spend on a campaign. Factors like call volume, location of the agency, campaign type, technology, etc. For large telemarketing companies, a minimum work order is required, and the number of agents assigned per project can range from 1,000 to 10,000. There are smaller agencies available locally and globally. Some firms will charge per call, calls per hour, or per lead/appointment.
How outsourced firms charge businesses also depends on how they pay their employees. Some firms provide incentives or commission to their agents. Fees may also include training, reporting, programming etc. Businesses must make sure that contracts or agreements reflect what fees are involved in the project. Contract options such as confidentiality, monitoring privileges or rights, exclusivity, etc may be considered.
Analysis and Planning
Telemarketing has been proven to work for a lot of businesses all over the world. Whether in-house or outsourced, it has tremendous potential to increase a business' revenue and demand generation. The key is to understand the process, establish objectives and come up with a solid business plan. Telemarketing is not to be taken lightly. It takes time and extreme patience to master this art form and be successful in it.
by: Anne Geller
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