How should pay and incentives for telesales staff be structured? It is difficult to generalise because not all telesales jobs are the same. For example, someone taking repeat orders will have an easier task than someone selling from scratch. That [...]
This section outlines the importance of agents or frontline staff to the future health of your business and the telemarketing industry. The following areas are covered to enable you to understand your minimum obligations to your staff in order to [...]
Key considerations Ensure sufficient agents If you use a dialler, ensure that you always have an available agent to pick up a connected call. Provide appropriate training Ensure that you have sufficient time to fully train agents to work on [...]
You (or a good agency) can achieve a better than 10% success rate for, say, following up on mailshots, and up to 50% or higher for booking appointments or arranging open days. Telesales calls to businesses are generally more successful [...]
Data and direct marketing are inextricably linked. Put simply, you can have no contact of any kind without using your consumer’s correct personal information. Data quality must, therefore, be your priority at every level. But it is most critical for [...]
Key principles Put your customer first Place your customer at the heart of your calling process Respect their rights and requests – particularly their right to say NO Experience your processes and practices from the perspective of your customer Take [...]
