Telemarketing is the sale of goods and services by telephone. There are opinions that telemarketing has already “lived out” its time, but it is still used by companies, and it is also in constant technological adaptation.
Telemarketing is one of the effective tools for an individual approach to the client’s needs. For example, it helps to find out the needs, requests, feedback, and interests of consumers, it is better to find a common language with them, that is, it forms their buying habits, increases loyalty, and determines their level of satisfaction.
Telemarketing is done through inbound or outbound calls.
- Incoming calls
This is a simpler type of telemarketing because it involves working with already interested customers. A contact center agent speaks with the person who called to learn more about a product or service. In this way, the specialist can better determine the interests and needs of the client, and also help to satisfy them.
- Outgoing calls
This is work with a “cold” base of customers who are unfamiliar with the company and its products, and a “hot” base of consumers who have already bought something or are interested in the company’s products. During communication, the contact center agent can unobtrusively inform people about new products or special offers. And in this way, companies conduct various marketing surveys before introducing a new product or service to the market.
Which is better: own a telemarketing department or outsource?
If the company plans a small or one-time call for a survey, then it is quite possible to do without the services of a contact center. However, if the company is going to do it regularly and on a large scale, and primarily has the goal of selling, and promoting a certain product or service, then you should contact specialists in this field.
In any case, the contact center employees will first consult the company at their request. She will then be able to decide whether or not to order contact center services for her business, which outweighs the risks of loss or possible profit, improvement, or deterioration of reputation.
After all, selling over the phone is not as easy as it might seem at first. Contact center agents are specially trained for this process, they know and know how to find the necessary points of contact with the client, and process his objections, questions, etc., not forgetting the requirements, goals, and recommendations of the client company.
A professional outsourced contact center can help the company in several aspects:
– to create or update a base for calling;
– create conversation scripts;
– conduct necessary training for agents or other necessary specialists;
– make calls to clients and get leads;
– transfer leads to the customer’s sales department for transactions.
What should be considered?
Telemarketing is an expensive channel to interact with customers, but it can be justified for certain companies and businesses. For example, it is used in complex projects and businesses, where it is difficult to sell products and services in a “patterned” way, that is, communication and trustful contact with a person are primarily required. Some companies take this step when they need to significantly increase their audience in a relatively short time. Then the brand involves all possible methods and channels for this, including telemarketing.
In general, the areas of use of telemarketing include collection organizations, banks, personnel departments (HR managers), logisticians and carriers, product suppliers, startups, and insurance companies.
If you want to receive recommendations on telemarketing, or if you have questions or would like to receive advice — contact us. Our manager will reply to discuss the details and help you. After all, with 15 years of experience, A.R.C.E., and 600+ implemented projects, we can help you establish and improve relationships with your customers and solve certain problems.
