OUTBOUND CALL CENTRE SERVICES

Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales, promote new products and update the customers with current available services. And in some cases, recorded sales pitches are used over the phone by automatic dialers which are known as automated telemarketing. Thus, the outbound telemarketing services can increase the profits of the business by using the best of personnel, process and development technologies.

Lead Generation: Lead Generation is not a new form of gaining new business, but it now has a new approach of generating business. Lead Generation is gathering information of the customers (customer profile) and to create an interest into the business products or services. Lead Generations are through various means which includes Online Lead Generation, Telemarketing, Direct mail, etc. Lead generation could work for any business, but most industries using this type of marketing include insurance agencies, education institutions, office suppliers, and furniture stores, etc. Trends show that lead generation will become even more popular in the future, especially for service oriented businesses. Lead generations are performed for sales and marketing purposes, to create customer’s list and other various purposes based on the objectives of the business.


Surveys: Survey process over telephone has great significance in outbound call centre outsourcing services as they performed to know the percentage customer satisfaction about the process or products. These surveys benefit the companies so as to improve their business by obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. They also carry out survey process to analyze the customer needs and for advertising / marketing purposes.


Debt Collection: This is one of the outbound call center outsourcing processes performed to follow and ensure the payments on debts owed by individuals or businesses. This collection processes are commonly found in the mortgage, insurance and financial markets. Thus, it saves the money and time of the companies in debt collection when it is outsourced. The agents should convince the debtors to pay their debts in a right manner and not through unfair practices.

Offshore Call Center Outsourcing: Skills Should Have Your Telemarketers

1. Product knowledge – Your telemarketers should have the right product knowledge to be able to address all the questions thrown at them by the customers. It is also important that by having sufficient product knowledge, they will be able to sell not only the features of the products and services that they offer but the benefits as well.

2. Probing – Asking the right questions at the right time always matters in telemarketing, by probing they would be able to know the appropriate plan to offer to the customer by asking how many minutes of calls does he/she spend every month. In probing they would be able to troubleshoot efficiently and rectify the technical problem that has been escalated to them.

3. Building rapport – Yes, building rapport is as important as the rest of the seven things you need to know for your telemarketers to be effective. By building rapport, they would be able to manage the relationship between them and the client thereby creating customer loyalty or repeat customer.

4. Quality compliant – In every telemarketing program there is always a benchmark to ensure quality and compliance to the rules provided. That’s why along with telemarketers, you’ve got to have quality assurance people to measure the compliance of every telemarketer to the set standards.

5. Communication skills – Your agents should know how to convey their thoughts in such a way that they can look for creative ways to make the customer respond or ask questions. It is important that the customer should be able to understand them, and they should be able to understand the customers as well, to have an exchange of thoughts.

6. Effective listening – Effective listener doesn’t only mean that they have heard all the things that the customer has conveyed but most importantly, they understand, digest and convert their thoughts into results. By effective listening they would be able to know the customer’s needs.

7. Possess a good command in sales – To possess a good command in sales means that they are confident and that they are in control of the conversation. For every objection, they should have a rebuttal prepared.


These are the seven ways you need t o know to have an effective telemarketer because after all, if you have effective telemarketers that is tantamount to having desired results. And at Newfield Contact Solutions – we have effective telemarketers to provide for your offshore call center outsourcing services.