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Article : Telemarketing Appointment Setting Best Practices-Part 3

#contactcenterworld

Author note: This is the third article in a 3-part series.

In Part 1, we discussed how to maximize the appointment kept rate when conducting telemarketing appointment setting. In addition, we introduced the 6 primary components of a successful telemarketing appointment setting program.

In Part 2, we discussed how to write an effective script that delivers a powerful nutshell message with a clear WIIFM (What’s in it for me?).

All outbound telemarketing appointment setting professionals know that the third key component of success is the list that you are calling. In this 3rd part of this series on telemarketing appointment setting, I’ll share my experience with curating the best outbound call list. Because our company primarily focuses on B2B appointment setting, I’ll focus there.


B2B Telemarketing Appointment Setting Starts with a Good List

How do you identify what list to purchase? If you already have existing customers for your product or service, it may be best to start by identifying what characteristics make up your best customers. By identifying your best customers and what characteristics are similar across those customers, that becomes your criteria for purchasing prospect data to make outbound telemarketing appointment setting calls to.

In the U.S. there are about 15 million businesses. There are many different list companies that will sell you the business data, but knowing which segment(s) of the 15 million businesses you should target is absolutely critical. Here are some common B2B list selection variables:

• SIC
• NAICS
• Revenues
• Number of employees
• Geography, typically by Metropolitan Statistical Area (MSA)
• Type of location (single, headquarters, branch)
• Credit rating
• Holding status (private, public)

Because NAICS is more specific than an SIC code, we prefer to purchase outbound telemarketing call lists using NAICS. This allows us to narrow the list to ensure we aren’t purchasing data that isn’t applicable for a particular client. For example, for a travel solutions client, the client is looking for businesses that have employees that travel. One of our good segments is construction. The NAICS code for construction starts with 23. So we know that purchasing all available data that has a NAICS code that starts with 23 is a waste of money. By narrowing down to the type of construction, we can get better results. Single family home construction companies (NAICS 236115) don’t tend to have employees that travel. Specialized large project construction companies (like NAICS 236210) tend to have employees that travel. They go to where the work is because large projects are not concentrated enough in the geographic region where the construction company is located. This is just one example.

Create a Model, Validate and Test

Once you’ve identified your best customers, purchased a list of more prospects that have the same characteristics as your best customers (called a look-a-like model), then you start placing calls. As you get call result data (disposition data) from the outbound B2B telemarketing appointment setting campaign, you can feed the result data back to your data scientists to validate the model and to tweak the model based on real performance.

#contactcenterworld


About Angela Garfinkel:
Angela Garfinkel is the President and Founder of Quality Contact Solutions, a leading outsourced telemarketing services organization. Angela has the pleasure of leading a talented team that runs thousands of outbound telemarketing program hours on a daily basis. Angela is also a certified Self-Regulatory Organization (SRO) auditor with the Professional Association for Customer Engagement and she is a designated Customer Engagement Compliance Professional (CECP). Angela can be reached at angela.garfinkel@qualitycontactsolutions.com or 516.656.5118.

About Quality Contact Solutions:
Company LogoQuality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
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Today's Tip of the Day - Choose Your Rota!

Read today's tip or listen to it on podcast.

Published: Tuesday, January 15, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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