Telemarketing Questions

Your Outsourcing Call Center Directory

IMPORTANT QUESTIONS TO ASK ABOUT TELEMARKETING

Do you use home-workers? This is an important question to ask as the quality of meetings may be low as there will be no one to monitor the calls the telemarketers are making. If the rate quoted seems much lower than the other agencies there will be a reason and often times this is it. Agencies that outsource their telemarketing campaigns to home-based telemarketers may not be forthcoming with this information unless directly asked.
Will I have a dedicated team of telemarketers? This will give a good understanding to the way in which a company works. For larger campaigns an agency should certainly have a dedicated team to work on that campaign as it will allow the telemarketers to gain a full understanding about the client’s business, the objections they can expect to encounter and the best way to overcome those objections. If an agency has different telemarketers working on a specific campaign that knowledge will not be gained making it more difficult to generate high-quality meetings and leads.
Will I have a dedicated account manager? Any reputable agency should have a team of account managers and dedicate one of those managers to each campaign. Clients should always have a point of contact at an agency to update them on the calling, review the objections, devise strategies to get around those objections and give general feedback as to the daily outcome of calling. If an agency has several different people managing a campaign the level of service tends to be lower than desired resulting in a poor customer experience.
Can I meet the team and listen to calling? Agencies may not necessarily invite every client to their call centers to listen to calling and meet the telemarketers working on their campaign but if a client specifically asks, this opportunity should be available to them. Any potential client should be wary if the agency hesitates to allow them into their offices. This may mean they operate from home or outsource the calling to low-cost areas around the world such as India.
Do you have any case studies I can see? Agencies that claim to specialize in a particular industry should have case studies available for potential clients to view. This allows the prospect to gain an understanding of the leads and appointments generated for previous clients that also worked in their industry. If an agency refuses to allow clients to see case studies this may be that they don’t actually specialize in the industry they claim to or alternatively the results have been sub-standard and they do not want to share those results with potential clients.
Do you operate on an ‘appointment sharing’ basis? Appointment sharing means that the agency distributes the same lead to several different clients working in the same industry. For example, an agency may be working for several accountancy firms at once. If they arrange a meeting with a prospect who is looking for a new accountant they will distribute that lead to all of their accountancy clients rather than turning that lead over to one specific accountancy client. Though this is an unethical way of working many agencies will do this to keep costs down as they can charge each client separately for that one lead.

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