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What information do I need to provide to a Telemarketing Service?

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Posted by Your Guide on November 16, 2005 1:52 PM

A telemarketing service exists to serve you, but it can only help you to the degree that you give it all the information it needs. Make sure you clearly communicate the following information to your telemarketing service:


  • Project goals: Clarify exactly what you want to achieve through telemarketing. If you are doing a one-time project, are your priority sales, customer feedback, or something else? If you are starting what will be an ongoing project, how will you measure success?
  • Call volume: How many contacts do you want to make and how many calls do you think you will be receiving? This information guides the telemarketing service in providing the perfect amount of staff.
  • Payment: Will you be paying on an hourly rate or on a commission basis?
  • Ethics/Phone etiquette: Your telemarketing service reflects on your company’s image, so set clear standards on what is and what is not appropriate during telemarketing calls. It might also be a good idea to regularly monitor calls from to make sure telemarketers are following your instructions in this area.
  • Product information: If you are focusing on sales, provide your telemarketing service with an overview of the product you are selling. Discuss common questions that consumers will ask, so that your telemarketers will not appear confused and overwhelmed to the customer. In many cases, you will also need to provide a script for telemarketers to follow.

Finally, it is important to make sure that you set up, at the outset, good communication with the telemarketing services. Outline a procedure for the telemarketers to report to your company. What information do you want from them regarding contacts, responses, and sales? Make sure they have the proper software they need that meshes with your system. When they make a sale, how will your company know how to send them the product or service? Above all, tell the telemarketing service who to contact with questions.



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