There are two types of call center software: in-house software supported by internal call center staff and call center software that is handled remotely. Remote handling of help desk software gives the appearance that help desk calls are handled by your organization when in fact another company is performing all the work.
If your going to manage your own call center software, then you need to fully comprehend the modern call center tasks, together with the business processes. All the strategic plans and the visions that the company has must be in complete agreement with the call center, as well. In certain cases, the directions are expressed in the form of a team charter, which contains all the roles and responsibilities of the call center, together with its mission, core processes and vision.
Whenever considering call center software that will be handled by another organization, make sure that they have a successful history of help desk software installation and implementation. Although it is not difficult to locate a business providing such services, the company interested in taking over call center software responsibilities must make sure that their help desk staff has a firm grasp of the company's products and processes.
Wednesday, June 30, 2010
Tuesday, June 29, 2010
Call Fire
Virtual Call Center Solution
* Have many (10-500) agents work from home.
* VCC (Virtual Call Center) initiates outbound calls, and automatically connect live answer calls to your agents that work from home.
* VCC detects the outcome of every call, as entered by the agent at the end of every phone call. (For example, #44# may indicate that the phone call resulted in a sale.
* Comprehensive statistics are provided at the end of every campaign, with talk-time percentages, outcomes, and agent performance data.
CallFire Facts
* Generate as many leads as you want, as quickly as you want them.
* Create live transfers OR simply capture the Caller-ID of interested parties based on the keypad numbers they press, and call them back later.
* The outcome of every phone call is recorded, and can be easily downloaded as an excel spreadsheet.
* Transfer campaigns can be sent to any 10-digit telephone number which may route to your call center or sales team!
* You only pay for Live Answer pickups and Answering Machines. You don't pay for Busy's, No Answer's, or Bad numbers.
* Save $1000's on marketing costs, received substantial ROI, and target your market like never before.
* CallFire requires nothing except an internet connection and a credit card
Sample Campaign from ABC-Mortgage Inc
When an individual picks up the phone, CallFire plays the following sound file (LiveAnswer.wav):
"Hi my name is Kim and I'm here to tell you about the 1% solution. It's a home refinancing plan that can save your family hundreds of dollars each month. Press 1 to speak to someone about this refinancing plan, or press 2 to be put on our Do-Not-Call List, but press 1 to hear how you can save $100's of dollars each month!"
If user presses 1, Call transfers to (310)-555-5555. (Their office with Loan Officers on staff.)
If user presses 2, User hears "Thank you. You are now on our Do-Not-Call List. Goodbye."
* Have many (10-500) agents work from home.
* VCC (Virtual Call Center) initiates outbound calls, and automatically connect live answer calls to your agents that work from home.
* VCC detects the outcome of every call, as entered by the agent at the end of every phone call. (For example, #44# may indicate that the phone call resulted in a sale.
* Comprehensive statistics are provided at the end of every campaign, with talk-time percentages, outcomes, and agent performance data.
CallFire Facts
* Generate as many leads as you want, as quickly as you want them.
* Create live transfers OR simply capture the Caller-ID of interested parties based on the keypad numbers they press, and call them back later.
* The outcome of every phone call is recorded, and can be easily downloaded as an excel spreadsheet.
* Transfer campaigns can be sent to any 10-digit telephone number which may route to your call center or sales team!
* You only pay for Live Answer pickups and Answering Machines. You don't pay for Busy's, No Answer's, or Bad numbers.
* Save $1000's on marketing costs, received substantial ROI, and target your market like never before.
* CallFire requires nothing except an internet connection and a credit card
Sample Campaign from ABC-Mortgage Inc
When an individual picks up the phone, CallFire plays the following sound file (LiveAnswer.wav):
"Hi my name is Kim and I'm here to tell you about the 1% solution. It's a home refinancing plan that can save your family hundreds of dollars each month. Press 1 to speak to someone about this refinancing plan, or press 2 to be put on our Do-Not-Call List, but press 1 to hear how you can save $100's of dollars each month!"
If user presses 1, Call transfers to (310)-555-5555. (Their office with Loan Officers on staff.)
If user presses 2, User hears "Thank you. You are now on our Do-Not-Call List. Goodbye."
Monday, June 28, 2010
Voice Broadcasting is a Powerful Tool
Voice Broadcasting can be such a great technology for so many applications. It has been a popular and growing tool now for many years and for good reason. Imagine being able to deliver a message to large numbers of people without having to pay the cost of tele agents, and having the ability of sending one message to a live pick up vs. a different message to an answering machine. Add to this the marrying of interactive voice technology where a recipient is able to press a number key and be transferred to a live agent, or place an order for a product or service. It is the ultimate technology in terms of cost efficiencies and flexibility for marketers, political consultants, municipalities, collection organizations, and many other entities.
But powerful tools in the hands of fools create a great deal of danger. See Bob Tuttle and Mark Edwards for details. Their firm "The Broadcast Team" (aka TBT) was recently fined $1,000,000 by the FTC and the Department of Justice for violations Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
The Federal Trade Commission today announced that Tuttle and Edwards firm was charged with making tens of millions of illegal automated telemarketing calls and they have agreed to pay a $1 million civil penalty under a settlement reached with the agency and the U.S. Department of Justice. They had violated the Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
A federal district court action brought by DOJ on behalf of the Commission alleges that the Florida-based telemarketer's automated phone dialing service called and then illegally hung up on more than 64 million people – and called more than a million numbers that were listed on the National Do Not Call (DNC) Registry. Lloyd Gomberg, Senior Vice President of Freedom telework Inc. said “The law is very clear- Even when Voice broadcasting is legally permissible the calling list still must be scrubbed against the FTC and various States Do Not Call Lists.”
Gomberg further noted that Freedom Telework Voice broadcast customers are also advised that it is unlawful to send audio messages to any emergency phone lines. For example, 911 numbers, hospital medical service lines, physicians, health care facilities, poison control centers, fire or law enforcement agencies. Another basic rule according to Gomberg: Do not send unsolicited audio messages to those who will incur charges. For example: beepers, pagers or cell phones unless you have permission.
In the broadcast team case, The FTC's Telemarketing Sales Rule (TSR) was violated in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages. Many of the numbers TBT called were on the DNC Registry, making the calls themselves unlawful. The FTC also charged that TBT failed to pay for access to the DNC Registry's numbers in numerous instances. TBT had argued that the TSR did not apply to its delivery of prerecorded messages and should not apply to its plans to use prerecorded messages to solicit funds on behalf of a charity. But in a related case pending in the same court, U.S. District Court Judge Anne Conway rejected TBT's legal arguments last April. The court ruled that TBT is a required to comply with the TSR, and that exempting TBT from the TSR's requirements would frustrate the FTC "in achieving its goal of protecting the residential privacy of consumers."
Gomberg said “ This technology is powerful and incisive- just make sure that you consult an attorney and know that you are on firm legal ground before proceeding with a campaign.”
Read more: http://www.articlesbase.com/voip-articles/voice-broadcasting-a-powerful-tool-but-dangerous-in-the-hands-of-fools-194194.html#ixzz0s9xbk6Mq
Under Creative Commons License: Attribution
But powerful tools in the hands of fools create a great deal of danger. See Bob Tuttle and Mark Edwards for details. Their firm "The Broadcast Team" (aka TBT) was recently fined $1,000,000 by the FTC and the Department of Justice for violations Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
The Federal Trade Commission today announced that Tuttle and Edwards firm was charged with making tens of millions of illegal automated telemarketing calls and they have agreed to pay a $1 million civil penalty under a settlement reached with the agency and the U.S. Department of Justice. They had violated the Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
A federal district court action brought by DOJ on behalf of the Commission alleges that the Florida-based telemarketer's automated phone dialing service called and then illegally hung up on more than 64 million people – and called more than a million numbers that were listed on the National Do Not Call (DNC) Registry. Lloyd Gomberg, Senior Vice President of Freedom telework Inc. said “The law is very clear- Even when Voice broadcasting is legally permissible the calling list still must be scrubbed against the FTC and various States Do Not Call Lists.”
Gomberg further noted that Freedom Telework Voice broadcast customers are also advised that it is unlawful to send audio messages to any emergency phone lines. For example, 911 numbers, hospital medical service lines, physicians, health care facilities, poison control centers, fire or law enforcement agencies. Another basic rule according to Gomberg: Do not send unsolicited audio messages to those who will incur charges. For example: beepers, pagers or cell phones unless you have permission.
In the broadcast team case, The FTC's Telemarketing Sales Rule (TSR) was violated in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages. Many of the numbers TBT called were on the DNC Registry, making the calls themselves unlawful. The FTC also charged that TBT failed to pay for access to the DNC Registry's numbers in numerous instances. TBT had argued that the TSR did not apply to its delivery of prerecorded messages and should not apply to its plans to use prerecorded messages to solicit funds on behalf of a charity. But in a related case pending in the same court, U.S. District Court Judge Anne Conway rejected TBT's legal arguments last April. The court ruled that TBT is a required to comply with the TSR, and that exempting TBT from the TSR's requirements would frustrate the FTC "in achieving its goal of protecting the residential privacy of consumers."
Gomberg said “ This technology is powerful and incisive- just make sure that you consult an attorney and know that you are on firm legal ground before proceeding with a campaign.”
Read more: http://www.articlesbase.com/voip-articles/voice-broadcasting-a-powerful-tool-but-dangerous-in-the-hands-of-fools-194194.html#ixzz0s9xbk6Mq
Under Creative Commons License: Attribution
Saturday, June 26, 2010
Voip Phones
Consumer market
Example of VoIP adapter setup in residential network
A major development starting in 2004[11] has been the introduction of mass-market VoIP services over Broadband Internet access services, in which subscribers make and receive calls as they would over the PSTN (public switched telephone network). Full-service VoIP phone companies provide inbound and outbound calling with Direct Inbound Dialing. Many offer unlimited domestic calling, and some to other countries as well, for a flat monthly fee as well as free calling between subscribers using the same provider.[12] These services have a wide variety of features which can be more or less similar to traditional POTS.
There are three common methods of connecting to VoIP service providers:
A typical analog telephone adapter (ATA) for connecting an analog phone to a VoIP provider
* An Analog Telephone Adapter (ATA) may be connected between an IP network (such as a broadband connection) and an existing telephone jack in order to provide service nearly indistinguishable from PSTN providers on all the other telephone jacks in the residence. This type of service, which is fixed to one location, is generally offered by broadband Internet providers such as cable companies and telephone companies as a cheaper flat-rate traditional phone service.
* Dedicated Voip phones are phones that allow VoIP calls without the use of a computer. Instead they connect directly to the IP network (using technologies such as Wi-Fi or Ethernet). In order to connect to the PSTN they usually require service from a VoIP service provider; most people therefore will use them in conjunction with a paid service plan.
* A softphone (also known as an Internet phone or Digital phone) is a piece of software that can be installed on a computer that allows VoIP calling without dedicated hardware.
[edit] PSTN and mobile network providers
It is becoming increasingly common for telecommunications providers to use VoIP telephony over dedicated and public IP networks to connect switching stations and to interconnect with other telephony network providers; this is often referred to as "IP backhaul".[13][14]
"Dual mode" telephone sets, which allow for the seamless handover between a cellular network and a Wi-Fi network, are expected to help VoIP become more popular.[15]
Phones such as the NEC N900iL, many of the Nokia E-series and several other Wi-Fi enabled mobile phones have SIP clients built into the firmware. Such clients operate independently of the mobile phone network (however some operators choose to remove the client from subsidised handsets). Some operators such as Vodafone actively try to block VoIP traffic from their network.[16] Others, like T-Mobile, have refused to interconnect with VoIP-enabled networks as was seen in the legal case between T-Mobile and Truphone, which ultimately was settled in the UK High Court in favour of the VoIP carrier.[17]
[edit] Corporate use
Because of the bandwidth efficiency and low costs that VoIP technology can provide, businesses are gradually beginning to migrate from traditional copper-wire telephone systems to VoIP systems to reduce their monthly phone costs.[18]
VoIP solutions aimed at businesses have evolved into "unified communications" services that treat all communications—phone calls, faxes, voice mail, e-mail, Web conferences and more—as discrete units that can all be delivered via any means and to any handset, including cellphones. Two kinds of competitors are competing in this space: one set is focused on VoIP for medium to large enterprises, while another is targeting the small-to-medium business (SMB) market.[19]
VoIP runs both voice and data communications over a single network, which can significantly reduce infrastructure costs.[20]
The prices of extensions on VoIP are lower than for PBXs and key systems. VoIP switches run on commodity hardware, such as PCs or Linux systems. Rather than closed architectures, these devices rely on standard interfaces.[20]
VoIP devices have simple, intuitive user interfaces, so users can often make simple system configuration changes. Dual-mode cellphones enable users to continue their conversations as they move between an outside cellular service and an internal Wi-Fi network, so that it is no longer necessary to carry both a desktop phone and a cellphone. Maintenance becomes simpler as there are fewer devices to oversee.[20]
Skype, which originally marketed itself as a service among friends, has begun to cater to businesses, providing free-of-charge connection between any users on the Skype network and connecting to and from ordinary PSTN telephones for a charge.[21]
In the United States the Social Security Administration (SSA) is converting its field offices of 63,000 workers from traditional phone installations to a VoIP infrastructure carried over its existing data network.[22][23]
[edit] Benefits
[edit] Operational cost
VoIP can be a benefit for reducing communication and infrastructure costs. Examples include:
* Routing phone calls over existing data networks to avoid the need for separate voice and data networks.[24]
* Conference calling, IVR, call forwarding, automatic redial, and caller ID features that traditional telecommunication companies (telcos) normally charge extra for are available free of charge from open source VoIP implementations.
* Costs are lower, mainly because of the way Internet access is billed compared to regular telephone calls. While regular telephone calls are billed by the minute or second, VoIP calls are billed per megabyte (MB). In other words, VoIP calls are billed per amount of information (data) sent over the Internet and not according to the time connected to the telephone network. In practice the amount charged for the data transferred in a given period is far less than that charged for the amount of time connected on a regular telephone line.
[edit] Flexibility
VoIP can facilitate tasks and provide services that may be more difficult to implement using the PSTN. Examples include:
* The ability to transmit more than one telephone call over a single broadband connection[25] without the need to add extra lines.
* Secure calls using standardized protocols (such as Secure Real-time Transport Protocol). Most of the difficulties of creating a secure telephone connection over traditional phone lines, such as digitizing and digital transmission, are already in place with VoIP. It is only necessary to encrypt and authenticate the existing data stream.[26]
* Location independence. Only a sufficiently fast and stable Internet connection is needed to get a connection from anywhere to a VoIP provider.
* Integration with other services available over the Internet, including video conversation, message or data file exchange during the conversation, audio conferencing, managing address books, and passing information about whether other people are available to interested parties
Here are Some of my Favourite Links
Top Class Air Duct Cleaning
Offshore marketing services The Call Experts
Information aritcles general tips. The Articles Direct
Top Class air Duct Cleaning Brampton
Top Class air Duct Cleaning Ajax
Top Class air Duct Cleaning mississauga
Top Class air Duct Cleaning Toronto
Top Class air Duct Cleaning oakville
creeper1122 blogs
telemarketing how to
wonderful getaways
Latest movies and dramas blog
khan.vicky blogs
Mobile Phones club
Call Center Softwares
Mortgage and Property Blog
creeper0101 blog
O Desk for all information articles
Example of VoIP adapter setup in residential network
A major development starting in 2004[11] has been the introduction of mass-market VoIP services over Broadband Internet access services, in which subscribers make and receive calls as they would over the PSTN (public switched telephone network). Full-service VoIP phone companies provide inbound and outbound calling with Direct Inbound Dialing. Many offer unlimited domestic calling, and some to other countries as well, for a flat monthly fee as well as free calling between subscribers using the same provider.[12] These services have a wide variety of features which can be more or less similar to traditional POTS.
There are three common methods of connecting to VoIP service providers:
A typical analog telephone adapter (ATA) for connecting an analog phone to a VoIP provider
* An Analog Telephone Adapter (ATA) may be connected between an IP network (such as a broadband connection) and an existing telephone jack in order to provide service nearly indistinguishable from PSTN providers on all the other telephone jacks in the residence. This type of service, which is fixed to one location, is generally offered by broadband Internet providers such as cable companies and telephone companies as a cheaper flat-rate traditional phone service.
* Dedicated Voip phones are phones that allow VoIP calls without the use of a computer. Instead they connect directly to the IP network (using technologies such as Wi-Fi or Ethernet). In order to connect to the PSTN they usually require service from a VoIP service provider; most people therefore will use them in conjunction with a paid service plan.
* A softphone (also known as an Internet phone or Digital phone) is a piece of software that can be installed on a computer that allows VoIP calling without dedicated hardware.
[edit] PSTN and mobile network providers
It is becoming increasingly common for telecommunications providers to use VoIP telephony over dedicated and public IP networks to connect switching stations and to interconnect with other telephony network providers; this is often referred to as "IP backhaul".[13][14]
"Dual mode" telephone sets, which allow for the seamless handover between a cellular network and a Wi-Fi network, are expected to help VoIP become more popular.[15]
Phones such as the NEC N900iL, many of the Nokia E-series and several other Wi-Fi enabled mobile phones have SIP clients built into the firmware. Such clients operate independently of the mobile phone network (however some operators choose to remove the client from subsidised handsets). Some operators such as Vodafone actively try to block VoIP traffic from their network.[16] Others, like T-Mobile, have refused to interconnect with VoIP-enabled networks as was seen in the legal case between T-Mobile and Truphone, which ultimately was settled in the UK High Court in favour of the VoIP carrier.[17]
[edit] Corporate use
Because of the bandwidth efficiency and low costs that VoIP technology can provide, businesses are gradually beginning to migrate from traditional copper-wire telephone systems to VoIP systems to reduce their monthly phone costs.[18]
VoIP solutions aimed at businesses have evolved into "unified communications" services that treat all communications—phone calls, faxes, voice mail, e-mail, Web conferences and more—as discrete units that can all be delivered via any means and to any handset, including cellphones. Two kinds of competitors are competing in this space: one set is focused on VoIP for medium to large enterprises, while another is targeting the small-to-medium business (SMB) market.[19]
VoIP runs both voice and data communications over a single network, which can significantly reduce infrastructure costs.[20]
The prices of extensions on VoIP are lower than for PBXs and key systems. VoIP switches run on commodity hardware, such as PCs or Linux systems. Rather than closed architectures, these devices rely on standard interfaces.[20]
VoIP devices have simple, intuitive user interfaces, so users can often make simple system configuration changes. Dual-mode cellphones enable users to continue their conversations as they move between an outside cellular service and an internal Wi-Fi network, so that it is no longer necessary to carry both a desktop phone and a cellphone. Maintenance becomes simpler as there are fewer devices to oversee.[20]
Skype, which originally marketed itself as a service among friends, has begun to cater to businesses, providing free-of-charge connection between any users on the Skype network and connecting to and from ordinary PSTN telephones for a charge.[21]
In the United States the Social Security Administration (SSA) is converting its field offices of 63,000 workers from traditional phone installations to a VoIP infrastructure carried over its existing data network.[22][23]
[edit] Benefits
[edit] Operational cost
VoIP can be a benefit for reducing communication and infrastructure costs. Examples include:
* Routing phone calls over existing data networks to avoid the need for separate voice and data networks.[24]
* Conference calling, IVR, call forwarding, automatic redial, and caller ID features that traditional telecommunication companies (telcos) normally charge extra for are available free of charge from open source VoIP implementations.
* Costs are lower, mainly because of the way Internet access is billed compared to regular telephone calls. While regular telephone calls are billed by the minute or second, VoIP calls are billed per megabyte (MB). In other words, VoIP calls are billed per amount of information (data) sent over the Internet and not according to the time connected to the telephone network. In practice the amount charged for the data transferred in a given period is far less than that charged for the amount of time connected on a regular telephone line.
[edit] Flexibility
VoIP can facilitate tasks and provide services that may be more difficult to implement using the PSTN. Examples include:
* The ability to transmit more than one telephone call over a single broadband connection[25] without the need to add extra lines.
* Secure calls using standardized protocols (such as Secure Real-time Transport Protocol). Most of the difficulties of creating a secure telephone connection over traditional phone lines, such as digitizing and digital transmission, are already in place with VoIP. It is only necessary to encrypt and authenticate the existing data stream.[26]
* Location independence. Only a sufficiently fast and stable Internet connection is needed to get a connection from anywhere to a VoIP provider.
* Integration with other services available over the Internet, including video conversation, message or data file exchange during the conversation, audio conferencing, managing address books, and passing information about whether other people are available to interested parties
Here are Some of my Favourite Links
Top Class Air Duct Cleaning
Offshore marketing services The Call Experts
Information aritcles general tips. The Articles Direct
Top Class air Duct Cleaning Brampton
Top Class air Duct Cleaning Ajax
Top Class air Duct Cleaning mississauga
Top Class air Duct Cleaning Toronto
Top Class air Duct Cleaning oakville
creeper1122 blogs
telemarketing how to
wonderful getaways
Latest movies and dramas blog
khan.vicky blogs
Mobile Phones club
Call Center Softwares
Mortgage and Property Blog
creeper0101 blog
O Desk for all information articles
Friday, June 25, 2010
The Rise of Outbound Call Center
Research and analysis highlights
This report will focus on the application component of outbound IVR solutions for both hosted and premise-based deployments. It aims to uncover the maturity of the market and predict the expected evolution of outbound IVR applications over the next few years as more enterprises adopt the technology to reduce costs and improve customer service.
* There are increasing investments in outbound IVR, although the market at the application level is small.
* Value in outbound IVR applications is in their integration into an overall solution.
* In the future, outbound IVR will not be segregated from inbound IVR.
* Multi-channel integration increases outbound IVR flexibility, which is a key differentiator.
This report will focus on the application component of outbound IVR solutions for both hosted and premise-based deployments. It aims to uncover the maturity of the market and predict the expected evolution of outbound IVR applications over the next few years as more enterprises adopt the technology to reduce costs and improve customer service.
* There are increasing investments in outbound IVR, although the market at the application level is small.
* Value in outbound IVR applications is in their integration into an overall solution.
* In the future, outbound IVR will not be segregated from inbound IVR.
* Multi-channel integration increases outbound IVR flexibility, which is a key differentiator.
Thursday, June 24, 2010
Telemarketing Tricks / call center solutions
Here are a few insider tips and tricks to help you make the best decision on an outbound call center for your business needs.
Dream team. When training the Telephone Sales Representatives (TSRs), it is important to use the best resource you have available: your own successful sales team. Consult your sales force when developing outbound call scripts to ensure that they are accurate, correctly worded, and true to your business objective. The outbound call centers are experts at outbound calling, but you know your business best!
800 Numbers. Sometimes TSRs will need to leave messages for potential customers that include a telephone number. The outbound call center you are working with may offer to purchase and set up a telephone number for this purpose, but you are better off purchasing your own 800 number for outbound calling purposes. If you ever need to switch outbound call centers, you can keep the same number and stay consistent with your potential client base. (Don’t forget to use this trick for email addresses as well!)
Commission talks. Working with an outbound call center whose TSRs work for commission can often get you better results. A guaranteed hourly rate may not be as motivational as merit-based pay, so keep that in mind as you scout potential outbound call centers.
Script screening. Outbound call centers are experts at developing scripts. If your initial outbound calling campaign produces disappointing results, let them work on the script and the aspects of the pitch—often a small change can make all the difference!
Shop Around. In order to find the best outbound telemarketing call center you need to weigh your options. The more you shop around, the more you will become familiar with the pricing, the quality of the service, and the lingo of the outbound call center industry.
Let 360Telemarketing do the legwork for you, and get up to five price quotes on outbound call centers with our free service. All you do is fill out a short form detailing your needs and up to five outbound call centers will call you back with their price quotes.
It is 100% free and saves you both time and money—what are you waiting for? Click here to request free outbound call center quotes.
Dream team. When training the Telephone Sales Representatives (TSRs), it is important to use the best resource you have available: your own successful sales team. Consult your sales force when developing outbound call scripts to ensure that they are accurate, correctly worded, and true to your business objective. The outbound call centers are experts at outbound calling, but you know your business best!
800 Numbers. Sometimes TSRs will need to leave messages for potential customers that include a telephone number. The outbound call center you are working with may offer to purchase and set up a telephone number for this purpose, but you are better off purchasing your own 800 number for outbound calling purposes. If you ever need to switch outbound call centers, you can keep the same number and stay consistent with your potential client base. (Don’t forget to use this trick for email addresses as well!)
Commission talks. Working with an outbound call center whose TSRs work for commission can often get you better results. A guaranteed hourly rate may not be as motivational as merit-based pay, so keep that in mind as you scout potential outbound call centers.
Script screening. Outbound call centers are experts at developing scripts. If your initial outbound calling campaign produces disappointing results, let them work on the script and the aspects of the pitch—often a small change can make all the difference!
Shop Around. In order to find the best outbound telemarketing call center you need to weigh your options. The more you shop around, the more you will become familiar with the pricing, the quality of the service, and the lingo of the outbound call center industry.
Let 360Telemarketing do the legwork for you, and get up to five price quotes on outbound call centers with our free service. All you do is fill out a short form detailing your needs and up to five outbound call centers will call you back with their price quotes.
It is 100% free and saves you both time and money—what are you waiting for? Click here to request free outbound call center quotes.
Wednesday, June 23, 2010
The art of Telemarketing
The art of calling customers has been initiated since the early days when the telephone was first invented. For years, telemarketers have been calling consumers asking for a sale. Nowadays, there are many home based businesses looking to cash in on the business of selling over the telephone. However, there aren't many people who can properly construct a calling script that will keep the customer on the phone. Learn how to convert more calls into sales with this article today!
1.
Step 1
Start off with a brief introduction. The introduction should consist of a short greeting. Anything else would be too much information. Be committed to starting off your phone conversation on a strong note. Your introduction should start off as, "Hello. May I speak with John Doe please?" Smile as you introduce yourself! Many people usually have someone who screens phone calls for them. However, smiling will ease the tension a little.
2.
Step 2
Explain who you are and what company you represent. You can also give a very brief short story about your business, but don't push it. An example of this is, "My name is Mary Lane and I represent ABC Associates. We are committed to serving our customers with quality and service satisfaction." This should be the extent of the short story. Try to incorporate the business slogan as your short story.
3.
Step 3
Briefly highlight the features and benefits of your product or service. This is the meat and bones of the sales call. The purpose here is to get customers so excited about the product that they will want to immediately buy from you. Your calling script must include an offer they can't refuse. Concentrate on pointing out at least 3 features, then follow it up with 3 benefits. The more the better. An example is, "This widget is expandable to allow more items inside. It comes in different colors to match any decor. It also comes with a money back guarantee so it's risk free. The more features and benefits you add in your calling script, the better your cold call will flow. However, make sure you don't bore your customers to death with information. Make good use of discriptive and colorful words. If they are interested, they will want to know more about the product. The key here is to keep the telephone conversation not only compelling, but short and to the point.
4.
Step 4
Close with a sincere, authoritative tone. The reason why you're calling the person is to ask for a sale. It makes no sense to call someone and not ask for the sale. An example of this is, "With this in mind Mr. Doe, let's get you started today." After you ask for the sale, keep quiet and allow the customer to input their answer. The person who speaks first during this phase of the cold call is usually the loser. Make sure to listen very closely to what they tell you. It will either be, yes they want the product, or an explaination to why they don't want the product.
5.
Step 5
In case of an objection, offer another product that is similar or will enhance the first product. If you have but one product, listen to see what the objection is and respond accordingly. For example, let's say the customer said no because they already have one. You can respond by saying, "Mr. Doe, allow me to point out that this widget is expandable which allows you to use it as a back up to the one you already have, and it comes with a money back guarantee which allows you to try it. If you feel the product isn't useful, simply return it and get your money back. With this in mind, let's get you started today." Most of your sales will come after a good comeback, so make sure that it's good.
1.
Step 1
Start off with a brief introduction. The introduction should consist of a short greeting. Anything else would be too much information. Be committed to starting off your phone conversation on a strong note. Your introduction should start off as, "Hello. May I speak with John Doe please?" Smile as you introduce yourself! Many people usually have someone who screens phone calls for them. However, smiling will ease the tension a little.
2.
Step 2
Explain who you are and what company you represent. You can also give a very brief short story about your business, but don't push it. An example of this is, "My name is Mary Lane and I represent ABC Associates. We are committed to serving our customers with quality and service satisfaction." This should be the extent of the short story. Try to incorporate the business slogan as your short story.
3.
Step 3
Briefly highlight the features and benefits of your product or service. This is the meat and bones of the sales call. The purpose here is to get customers so excited about the product that they will want to immediately buy from you. Your calling script must include an offer they can't refuse. Concentrate on pointing out at least 3 features, then follow it up with 3 benefits. The more the better. An example is, "This widget is expandable to allow more items inside. It comes in different colors to match any decor. It also comes with a money back guarantee so it's risk free. The more features and benefits you add in your calling script, the better your cold call will flow. However, make sure you don't bore your customers to death with information. Make good use of discriptive and colorful words. If they are interested, they will want to know more about the product. The key here is to keep the telephone conversation not only compelling, but short and to the point.
4.
Step 4
Close with a sincere, authoritative tone. The reason why you're calling the person is to ask for a sale. It makes no sense to call someone and not ask for the sale. An example of this is, "With this in mind Mr. Doe, let's get you started today." After you ask for the sale, keep quiet and allow the customer to input their answer. The person who speaks first during this phase of the cold call is usually the loser. Make sure to listen very closely to what they tell you. It will either be, yes they want the product, or an explaination to why they don't want the product.
5.
Step 5
In case of an objection, offer another product that is similar or will enhance the first product. If you have but one product, listen to see what the objection is and respond accordingly. For example, let's say the customer said no because they already have one. You can respond by saying, "Mr. Doe, allow me to point out that this widget is expandable which allows you to use it as a back up to the one you already have, and it comes with a money back guarantee which allows you to try it. If you feel the product isn't useful, simply return it and get your money back. With this in mind, let's get you started today." Most of your sales will come after a good comeback, so make sure that it's good.
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