Telemarketing Solution - Does My Business Need It?

By Author: Richie Chauhan
Total Articles: 1
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A decade ago most businesses entities would not have considered owning telemarketing software for their business sales generation system unless they had a true call center environment. The cost was absolutely high, but with recent technology advancements it's now time to ask, "Why can’t I start using lead generation software for my company?" The financial case for doing so is overwhelming in several new market niches.
The definition and perception of call centers now has dramatically changed. It is no longer just a large outbound telemarketing rooms or the huge inbound customer service contact centers that qualify being an entire telemarketing solution. Many small call centers are now essential profit centers for their and many other companies which generated sales leads on a large basis which are absolutely vital to their smooth operation and business model.
But how do I know if my company is running at peak efficiency? How do I know if my company is understaffed or overstaffed? How do I monitor and know who is producing and who isn't? Are my customers happy as they should be? Not knowing the answers to these ...
... questions could cost any organization dearly.
When you take a closer look at what telemarketing software reporting and management tools can effectively bring to an organization, a whole new set of questions come to mind.
•What are the most calls in cue that I get at one time?
•How many or what percentage of abandoned calls do I have?
•Is my business losing calls due to excessive hold times?
•What is the average length of call?
•Which callers have the longest average call length?
•How long does it take to "wrap up a call?"
•How do I know if my telemarketing efforts have trouble?
•How do I solve it?
These are some certain questions that only large call centers, who had proper management tools, could have answered in the past. With new emerging cost effective technologies, more and more business entities are looking to software solutions to rationalize their operations and answer some vital essential questions that can differentiate them from their competition. The person that is answering the phone or placing the call for a company costs much more than the actual call itself, so it is imperative to understand how one's resources are being allocated. Being unstaffed could be costing a company a tremendous amount of business and repeat business because of frustration and substandard service levels.
If the axiom is true that says "I can't manage what I can't measure” then being able to measure the business Key Performance Indicators (KPI) is essential. Here are some additional questions any business entity can use to consider if a selected Telemarketing Software Solution is a benefit to their cold calling or telemarketing operations:
•If I can recruit talent elsewhere in the country without the additional office space or overhead, yet maintain the same quality of service with my existing management tools, would it be beneficial?
•Are my customers aware of the additional services and products my company is offering?
•Are there any highly profitable new products I want my clients to know about?
•Is measuring outbound sales call volume important? If yes, how?
•What happens if my business loses my best calling agents because they are frustrated with my business processes or unsatisfied with my infrastructure?
•How much does it cost me to train a new representative with the existing technology?
•How will that affect my operation?
•How much does it cost me if I lose my biggest or even prospective clients?
•What is my business’s actual call volume?
•Can I record their calls for verification and training purposes to enhance the productivity of my calling campaigns?
•Are per minute toll free number charges attached to inbound calls? If I can reduce my average length of call and hold time 20% per call, would that assist customer satisfaction and cost control?
•Are my representatives able to visually see, as well as manage, how they are performing in comparison to their peers via an electronic dashboard? Would that be beneficial?
•What, if anything my customers complain about? Is it possible that other customers have the same complaint? How do I solve it?
If you have ever asked any of these questions for growing or adding new horizons to your business, a telemarketing software solution may be right option for your company. As a business owner, always ask if the cost of not knowing the answers to those questions outweighs the cost of the software solution itself. As always, it is recommended you consult with your telecommunication professionals to assist you in your search, as there are many options.