The moment a thriving business company decides to farm out its telemarketing functions to a firm that specializes on these operations, that company not only invests money and resources but also its trust and confidence. Nevertheless, each side must do their respective responsibilities in order to achieve their desired goals.
Outsourced telemarketing firms typically dedicate their skills into telemarketing in the nature of Business-to-Business (B2B) lead generation and appointment setting. This partnership is widespread especially in industries such as IT products and services and software development. Because of the intricate nature of these industries, the employer company and the outsourced telemarketing firm join hand-in-hand to make sure they’re on the same page.
Just like any undertaking, goals must be set to provide a measure for success. In outsourced telemarketing, it is usually the employer company that lays down the target numbers and prospects, which will be assessed by the outsourced firm based on realistic possibilities and resources. For instance, companies such as IBM and Dell typically require a team composed of 15-20 people to market IT companies and generate leads in the form of invitations to free symposia and golf tournaments. Their arranged goal would be the headcount capacity of the venue and the timeframe would be 1 month to 1 week before the event. The contract would also include specific details such as the degree of quality and the guidelines to which leads are qualified.
Monitoring and Quality Assurance
As soon as the campaign officially begins, some employer companies closely supervise the progress of their outsourced telemarketing firms. They can get involved as much as redefining scripts, reorganizing call flows, and modifying call lists. Some would even act as their own QA to the leads being submitted to them. On the other hand, some employer companies would just wait for numbers to come in and then would try to understand the patterns. In that case, the outsourced telemarketing firm may rely on their own internal support system and would have been given liberty in terms of making adjustments to their operations in generating leads and setting appointments. When the campaign seems to be starting slower than expected, it is crucial for both parties to coordinate on possible alterations and reinforcements just for them to be able to gain some momentum.
Evaluation, Conclusion and Possible Renewals
Technical success can only be determined by the employer company. It’s an assessment of whether or not quantifiable goals were met, and could also include certain degrees of quality gauging. Practical success, on the other hand, is determined by the outsourced telemarketing firm. There would be times when preset numbers were not reached, but still, a sense of achievement is felt among the team who handled the campaign by virtue of being able to overcome their difficulties and taking pride in the level of teamwork they have manifested. When everything seemed to have worked out in the eyes of the employer company, there would always be an opportunity to embark on another campaign; hence new contracts would be drafted.
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The constructive connection may be unique for each business partnership, but it all boils down to sharing a common aspiration. After all, both sides are trade industries in nature, and to survive in the world of commerce, one must learn to give and take, for the ultimate fair share of the business.
This post orinally appeared at Callbox Blog