Outbound Call Center Featured Article

What you Need to Deliver Telemarketing Call Center Services

November 07, 2012

What does the word telemarketing conjure up? Irritating phone calls at the wrong time and wrong place, trying to pawn off some product on unwary consumers? To be fair, it is much more than that. In fact, it is by far the most effective and cost efficient way of marketing used by businesses to promote their services and increase their volume of sales.

So much so that organizations are outsourcing their marketing requirement to offshore call centers. However, the buck doesn't stop there - a proper setup is required for delivering telemarketing call center services efficiently by targeting the right person at the right time.

Justin Thomas, who works as a senior marketing executive at Call Center In India(CCI (News - Alert)), gives some guidelines for delivering such services.

Well then, since communication forms a big part of telemarketing, investing in a good computer telephony integration system that can convert a computer into a mini call center is important. Such a system will manage outbound and inbound calls expertly and also route calls to the correct person. This not only saves time, but also helps good interaction with customers.

However, merely being able to handle calls is not enough, you must be able to check them for quality and improve in deficient areas. That's where a good call recording system comes in handy. By recording calls, the quality analysis team can check and identify how and where changes need to be made. Moreover, call recording will be useful for any future issues that may arise.

And, in addition to a good quality monitoring system that either has a built in call recording unit or a monitoring system that can integrate with the existing call recording system is very essential. This can be used to verify sales and validate activities and also to get customer information and data for the purpose of sales.

Of course, no contact center can deliver effective telemarketing services with the use of a predictive dialer as this allows the automatic dialer to simultaneously dial phone numbers. These dialers reduce the idle time wasted between calls in a call center and are ideal within outbound call centers and marketing campaigns. But call centers should have a list of at least 10,000 records that must be consumed in a period of four weeks through the predictive dialer, otherwise it's not worth the trouble.

In addition to these primary requirements, there are lots of dos and don’ts and organizations should seek the help of outsourcing companies that have the relevant expertise and industry experience.


Edited by Brooke Neuman

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