Call Centre
Content
I on C l n ud a b l Cn r et e C lg o ai Yu l n Bc ak
Buyer Guide to Call Centers
1) 2) 3) 4) Introduction to Call Centers 10 Important Facts about Call Centers Call Center Terms and Definitions Questions to Ask a Call Center Service Provider
Introduction to Call Centers
Many businesses that use telemarketing strategies employ call centers to help manage the number of outbound sales calls. Call centers are generally located in giant warehouses or office buildings that house rows of cubicles or desks set up specifically for telemarketing services or information technology purposes.
Call centers employ dedicated phone service representatives (TSR) as salespeople. TSRs act like helpdesk associates, except they make outbound calls from a calling list that is generally compiled from market research, your business' records, and many other opt-in sources. If your company hires a reputable call center, your lead generations should be focused on your target market. While TSRs are trained sales employees, they may still need instruction as to the ins and outs of your particular products and services. Many companies that outsource telemarketing services also offer training from their own top sales representatives. Having an employee who is extremely familiar with your product train the TSRs is a great way to familiarize your call center with your market as well as personalize your telemarketing calls. There are many reasons for your business to outsource your telemarketing efforts, and many of them have to do with not having sufficient manpower as well as offering better customer service hours. Call centers are located in giant warehouses because they can house enough employees to service multiple outsourced accounts at a time. They can devote as many members of their staff to telemarketing your product as you like, though many centers charge by the call. Prices for hiring a telemarketing firm can be charge by the hour or by the individual project - hourly prices can run anywhere from $20 to $65 while larger, more complicated efforts will have to worked out in a service level agreement between your business and the firm. Aside from practical reasons, many companies hire outsourced call centers because they are familiar with the many stipulations of the telemarketing industry. There are many rules to compiling lead generation lists, like call times and call options that the Federal Trade and Federal Communications Commission groups control. There are also National Do Not Call registries that consumers can sign up for if they have no interest in being contacted by businesses. Having a firm that can handle an entire portion of your sales department can lighten up the work load for your own employees, as well as keep your nose clean of the many restrictions to telemarketing.
10 Important Facts about Call Center Services 1. The less reps, the better: It’s best to have as few people as possible on the phone representing your company. This way, the reps will be able to learn your business better, represent your business better, which in turns services your clients better. 2. Make sure to ask the right questions: See our Questions to Ask When Choosing a Call Center Service Provider article for questions to ask potential companies before agreeing to let them represent you. 3. Reps are compensated differently: If a representative is working on commission, they will probably end up representing your company better and working harder than if they work on a flat salary. Be sure to ask how employees are compensated or rewarded for their performance on your project. 4. Decide what type of callers you need: Do you want reps to close a sale for you? Set up appointments? Generate leads? Make sure you convey your specific goals. Ask what type of calls most of their clients have them make -you want your objectives to match the skill level of their reps. 5. Success Depends on Many Variables: A campaign's success has many different factors: a script, the personality of the reps, the prospect list. You'll need to account for all of these aspects when outlining your campaign 6. Be specific on the specifics: You'll need to be clear with vendors on when you want calls to be made, how you want follow-ups handled, etc. Having a clear plan with allow for uniformity and better service to your clients. 7. Ask About Training: Sure, most reps are trained when they are hired, but what about ongoing education about your product/service? Make sure that the company is willing to keep their reps up to date in your industry and on your products or services! 8. Own your own 800 Number: The reps will need to get in touch with you and leave you messages, so you'll need an 800 number for this purpose. The call center may offer to buy and set up a phone number for you, but its better if you get your own 800 number -if you ever need to switch to another call center, it will be easier if you own the number. 9. Use Your Resources: Make use of the staff you already have to help create scripts and/or train individuals. For example, your sales staff may be able to give reps calling on behalf of them helpful hints to make both their jobs more efficient. 10. Pricing and Contracts: Many different variables exist in the pricing structure of call center services. How they compensate their reps (commission as a percentage of total revenue generated will pay less hourly, but may cost you more), days and time of day when calls will be placed, and the type of project and expertise needed are all factors. You'll need to have prospective vendors outline their costs, explaining anything that might not be covered that could cost extra later (i.e. additional training, creation of call scripts).
Call Center Terms
Telemarketing
Definitions
Telemarketing is the term typically used when a company will make calls on your behalf, although many people interchange this term with call center. Call center is the term typically used when a company will receive calls on your behalf. (Although the terms can be interchanged) An automated voice and options for a caller to navigate. E.g. press one for... Application that captures call statistics and organizes it into reports. Software that automatically dials phone numbers. Is usually matched with predictive dialing which transfers to a live representative when someone picks up. Total number of callers that can use a call center at one time. Customer Relationship Management software allows representatives to view and store information about the person they are speaking with on the phone. Interactive voice response allows customers to access information by using their voice as commands. Automatically dials and connects calls to a live agent when someone answers. Customers who are on hold waiting for a live agent are in the queue. Voice over Internet Protocol is a technology that allows you to make phone calls over an internet line rather than a voice line.
Call center
Automated attendant Call accounting Autodialing
Concurrent users CRM
IVR
Predictive Dialing Queue VoIP
Questions to Ask Call Center Service Providers 1) Where are your callers located? (US or offshore) 2) How many individuals will be on the phone for my company? (Typically less is better, so the reps learn your business) 3) How are the callers compensated? (Flat salary and/or commission based on their performance on your project) 4) What experience does your company have in my specific industry? 5) What percentage of your clients, ask you to close the sale verses set up a call for a more senior inhouse sales rep? 6) What percentage of calls do you expect to result in a lead? Result in a sale? 7) Who will be my project manager for the job?
Buyer Guide to Call Centers
1) 2) 3) 4) Introduction to Call Centers 10 Important Facts about Call Centers Call Center Terms and Definitions Questions to Ask a Call Center Service Provider
Introduction to Call Centers
Many businesses that use telemarketing strategies employ call centers to help manage the number of outbound sales calls. Call centers are generally located in giant warehouses or office buildings that house rows of cubicles or desks set up specifically for telemarketing services or information technology purposes.
Call centers employ dedicated phone service representatives (TSR) as salespeople. TSRs act like helpdesk associates, except they make outbound calls from a calling list that is generally compiled from market research, your business' records, and many other opt-in sources. If your company hires a reputable call center, your lead generations should be focused on your target market. While TSRs are trained sales employees, they may still need instruction as to the ins and outs of your particular products and services. Many companies that outsource telemarketing services also offer training from their own top sales representatives. Having an employee who is extremely familiar with your product train the TSRs is a great way to familiarize your call center with your market as well as personalize your telemarketing calls. There are many reasons for your business to outsource your telemarketing efforts, and many of them have to do with not having sufficient manpower as well as offering better customer service hours. Call centers are located in giant warehouses because they can house enough employees to service multiple outsourced accounts at a time. They can devote as many members of their staff to telemarketing your product as you like, though many centers charge by the call. Prices for hiring a telemarketing firm can be charge by the hour or by the individual project - hourly prices can run anywhere from $20 to $65 while larger, more complicated efforts will have to worked out in a service level agreement between your business and the firm. Aside from practical reasons, many companies hire outsourced call centers because they are familiar with the many stipulations of the telemarketing industry. There are many rules to compiling lead generation lists, like call times and call options that the Federal Trade and Federal Communications Commission groups control. There are also National Do Not Call registries that consumers can sign up for if they have no interest in being contacted by businesses. Having a firm that can handle an entire portion of your sales department can lighten up the work load for your own employees, as well as keep your nose clean of the many restrictions to telemarketing.
10 Important Facts about Call Center Services 1. The less reps, the better: It’s best to have as few people as possible on the phone representing your company. This way, the reps will be able to learn your business better, represent your business better, which in turns services your clients better. 2. Make sure to ask the right questions: See our Questions to Ask When Choosing a Call Center Service Provider article for questions to ask potential companies before agreeing to let them represent you. 3. Reps are compensated differently: If a representative is working on commission, they will probably end up representing your company better and working harder than if they work on a flat salary. Be sure to ask how employees are compensated or rewarded for their performance on your project. 4. Decide what type of callers you need: Do you want reps to close a sale for you? Set up appointments? Generate leads? Make sure you convey your specific goals. Ask what type of calls most of their clients have them make -you want your objectives to match the skill level of their reps. 5. Success Depends on Many Variables: A campaign's success has many different factors: a script, the personality of the reps, the prospect list. You'll need to account for all of these aspects when outlining your campaign 6. Be specific on the specifics: You'll need to be clear with vendors on when you want calls to be made, how you want follow-ups handled, etc. Having a clear plan with allow for uniformity and better service to your clients. 7. Ask About Training: Sure, most reps are trained when they are hired, but what about ongoing education about your product/service? Make sure that the company is willing to keep their reps up to date in your industry and on your products or services! 8. Own your own 800 Number: The reps will need to get in touch with you and leave you messages, so you'll need an 800 number for this purpose. The call center may offer to buy and set up a phone number for you, but its better if you get your own 800 number -if you ever need to switch to another call center, it will be easier if you own the number. 9. Use Your Resources: Make use of the staff you already have to help create scripts and/or train individuals. For example, your sales staff may be able to give reps calling on behalf of them helpful hints to make both their jobs more efficient. 10. Pricing and Contracts: Many different variables exist in the pricing structure of call center services. How they compensate their reps (commission as a percentage of total revenue generated will pay less hourly, but may cost you more), days and time of day when calls will be placed, and the type of project and expertise needed are all factors. You'll need to have prospective vendors outline their costs, explaining anything that might not be covered that could cost extra later (i.e. additional training, creation of call scripts).
Call Center Terms
Telemarketing
Definitions
Telemarketing is the term typically used when a company will make calls on your behalf, although many people interchange this term with call center. Call center is the term typically used when a company will receive calls on your behalf. (Although the terms can be interchanged) An automated voice and options for a caller to navigate. E.g. press one for... Application that captures call statistics and organizes it into reports. Software that automatically dials phone numbers. Is usually matched with predictive dialing which transfers to a live representative when someone picks up. Total number of callers that can use a call center at one time. Customer Relationship Management software allows representatives to view and store information about the person they are speaking with on the phone. Interactive voice response allows customers to access information by using their voice as commands. Automatically dials and connects calls to a live agent when someone answers. Customers who are on hold waiting for a live agent are in the queue. Voice over Internet Protocol is a technology that allows you to make phone calls over an internet line rather than a voice line.
Call center
Automated attendant Call accounting Autodialing
Concurrent users CRM
IVR
Predictive Dialing Queue VoIP
Questions to Ask Call Center Service Providers 1) Where are your callers located? (US or offshore) 2) How many individuals will be on the phone for my company? (Typically less is better, so the reps learn your business) 3) How are the callers compensated? (Flat salary and/or commission based on their performance on your project) 4) What experience does your company have in my specific industry? 5) What percentage of your clients, ask you to close the sale verses set up a call for a more senior inhouse sales rep? 6) What percentage of calls do you expect to result in a lead? Result in a sale? 7) Who will be my project manager for the job?
