Telemarketing

Inbound and outbound telemarketing

Telemarketing is a term that covers all telephone-based marketing activity including sales, customer service and market research. It can be really effective.

It's effective because it's a form of interactive marketing.

Outbound telemarketing, where the call is initiated by the company, is used extensively by businesses to set up sales meetings and even to close deals remotely.

Consumers are weary of companies interrupting their evening meal in a bid to set up a meeting to discuss double-glazing or new kitchens. So, at home, they are increasingly resistant to people cold-calling them.

In the consumer sector, inbound telemarketing, where the call is initiated by the customer, is now a standard customer service offering. Make it easy for customers to contact you. Your telephone number should be on all literature or sales material and on your website so people always feel they can get directly in touch with a human being if they wish.

Use Customer Relationship Management software and techniques to record your dealings with customers. Be aware that it is now illegal to telemarket a private individual or business partnership that has registered with the Telephone Preference Service. Unless you have someone's express permission to telephone, you should screen your database before picking up the phone.

Telemarketers need to be thoroughly briefed - with information about the product or service you offer and a clear idea of the way they are supposed to handle calls. Is there something specific you want them to say when they answer the phone? If a customer phones in with a complaint how much jurisdiction do they have to offer discounts of other inducements by way of apology?

We help you to set up and run telemarketing campaigns. We source, monitor and control external telemarketing specialists for you.