Kevin Byrne, Senior Business Development Manager
That said, we have seen a shift in the tenor of some of those enquiries which seems to be a result of businesses taking a long hard look at the effectiveness of their sales channels. And, more specifically the teams tasked with generating appointments and leads for internal sales people up the food chain. In almost every case they cite two factors:
Sound familiar? This article sets out why you might consider talking to a specialist outsourced telemarketing company, as a number of organisations have done with us since Brexit.
Let’s deal with the elephant in the room first: on paper it looks more expensive to have an outsourcer run this team for you than to run it yourself. But, before the ink dries, let’s add a few more things into the calculation.
Have you factored in all your management costs? Obviously, there is the direct cost of someone running this team, but what about the time (and money) invested in recruitment and training?
Overhead costs: software licences, CRM set ups, physical hardware of desks, phones etc. expensive rented space that could be better utilised?
Management Information: do you have a system that is really telling you what you need to know about the performance of your telemarketing team and indeed your customers, or just a couple of brute numbers round results? Is the absence of that insight costing you money in chasing pointless prospects and targets?
Flexibility: you are paying for people on a full time basis, wouldn’t it be great if you could turn off that resource in August during the holidays, in December when all productive appointments stop in the run up to Christmas, or when you suddenly have less Field sales resource through absence, sickness or holiday. Take 6-8 weeks out of the costs - how does it look now?
Skills: can you guarantee to get someone with experience in this area, as you would with most other jobs, or are you having to take on people younger and less experienced than you would like?
But, the real argument should not be about cost but about value. If you have a sales team capable of attending 40 appointments per month and your team is only delivering 30, you are losing 25% of your sales potential, which is the most important calculation you should make. If you have a telemarketing team of 3 people, and you lose your best person, what is the effect of not filling that vacancy for several weeks? And then the time to bring the new person up to speed? And if you are being entirely honest in your appraisal, of the people you recruit, how many stay the course to become successful and consistent telemarketers?
How does outsourcing answer these problems?
Firstly, in our model, all your costs are contained in one hourly charge: no extras, no surprises, no IT charges. There are no recruitment or training costs, those departments are free to focus on more strategic priorities.
Management Information: our systems are designed to deliver a degree of insight into the progress of any record or prospect in the system such that you can understand a ‘pipeline’ that shows how many prospects have requested information, how many have a firm commitment to talk again, how many are talking to colleagues and, more than that, why prospects are not engaging.
Flexibility: with over 170 staff, your campaign will always be fully staffed. We train more people than is required to also cover for holidays and absences-we are delivering results, not people and that means that an appropriate trained resource always has to be on hand.
Those people have made telemarketing their job; and in our case they are typically in their mid 30’s with an average of 3 years’ experience in the role within our business (and often many more years in previous businesses) – their skill base is unparalleled. And the people who are managing them, each have over 8 years in role, and experience of at least 100 campaigns. More often than not, we can also align you to an account manager who is working or has worked previously in your sector.
Value: we always work to a target, and in general try and build a financial-based ROI model with our clients. Continuity, professional management, specialised technologies, developing insight all lead to a model that can be managed for continuous improvement but we don’t just say this, we put our money where our mouth is - all campaigns even with our largest clients are subject to 1 weeks’ notice, so we’re never able to let our foot off the gas or take our eye off the ball.
Publish Date: August 22, 2016 5:00 AM
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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