No matter what call center you use, onshore or offshore, big or small, success in telemarketing still comes down to the telemarketer. 

Here are the characteristics that make the difference: 

ONE: Motivation. Successful telemarketers are motivated to do the job.  Incentives help, but the person has to be motivated from within.

TWO: Product knowledge. A telemarketer should be able to answer the questions about the product or service.  This will help the telemarketer make a successful deal.

THREE: Know the script. A successful telemarketer will know the script, then tailor it to their advantage.

FOUR: Attitude. Attitude comes through on the phone, and the successful telemarketer will have a positive attitude.  Even smiling can be “heard” by the prospect.

FIVE: Know the customer. Don’t try to sell them something they are not interested in. Find out if they are a valid prospect, and if not, move on.

SIX: Visualize your success.  By having a vision of the outcome (a sale), a successful telemarketer can create that atmosphere on the phone.

SEVEN: Enjoy the success. A successful telemarketer will always take the time to relish the sale.

Posted: April 22nd, 2008 under Call Centers, Telemarketing Sales, Telemarketing Services.
Comments: none

Probably the most efficient and high quality service offshore call centers are mostly in India, Mexico, China, and Philippines…

The costs of hiring these Call Centers and services are less expensive than domestic services because of the low cost of labor in these countries. And each one produces a lot of fresh college graduates who are very competent and highly qualified to do the job.

Most important to most companies is that an offshore call center has competent and professional individuals that are capable of speaking and understanding the English language proficiently.  Clients want to be able to communicate well.

One way to test English capability is to call the call center outsourcing firm that you want to hire and pose as a client.  You can find out how effective and efficient the call center is.

If you are planning on hiring an offshore call center, consider the fact that the particular offshore call center is capable of answering the needs and inquiries that your client may seek. If the company does not meet your standards, look for other offshore call centers that will be more efficient and effective.  There is plenty of competition out there, which usually means the client benefits in getting better service.

Posted: April 21st, 2008 under Call Centers, Telemarketing Services.
Comments: none

India continues to be the top purveyor of outsourced telemarketing and call center business in the offshore market.

According to the Gartner Group:

• India has 80% of the Offshore outsourcing market
• India earned $27 Billion in revenue in 2007

Offshore outsourcing to India has become mainstream and offers great telemarketing services at a very low price. But India is not the only offshore telemarkeitng service to offer quality benefits and prices.

A Philippine call center, India call center, or Pakistan call center all are able to provide good services.  India leads because it was the early entry into the offshore telemarketing market. 

Philippine and Pakistan offshore call centers are increasingly strong players and are vying for their share of the offshore market.  South Korea and even China have positioned themselves to compete as well.

Posted: April 18th, 2008 under Call Centers, India Call Centers, Telemarketing Services.
Comments: none

On April 15, 2008, StarTek (an outsourced call center service provider) announced it will soon be opening a 500-seat call center in Jonesboro, Arkansas.  This increase in new jobs is lauded by the state.

The Arkansas Democrat Gazette reported that the company has signed a lease to open a 55,000-square-foot facility on the site of a former grocery store.  Now this site will no longer be sitting empty, which is an additional benefit to Jonesboro.

Like other StarTek facilities, it will be handling inbound customer calls mostly for clients in the telephone, cable and satellite industries.  Besides having the site availability, Jonesboro is seen as having a good base of qualified candidated to fill these jobs.

 Call Centers are increasingly being used to help companies handle information dispersal, order entry and customer service.  Large sites like this new one in Jonesboro can handle inbound services for businesses across the country.

Posted: April 17th, 2008 under Call Centers, Telemarketing Services.
Comments: none

This year’s American Teleservices Association (ATA)  Summit will take place in Washington, D.C..

It is scheduled to include:

1. Unveiling of ATA’s SRO Online Assessment Tool
2. The States on Consumer Protection
3. ATA and DMA(Direct Marketing Association - In Cooperation for Our Future
4. Road to the White House: The 2008 Election
5. The How-To’s on Building a Powerful PAC
6. The ATA is M.A.D. (Making a Difference)

The meetings will take place on April 27th to 30th at Hyatt Regency Crystal City. You can find more information at  www.ataconnect.org/washington .

Most teleservices can be handled by outsourced telemarketing service providers, and these companies should keep up on the latest information such as this upcoming meeting mentioned above.

Posted: April 15th, 2008 under Call Centers, Telemarketing Services.
Comments: none

Recently, an article was posted by CBC news discussing the U.S. dollar devaluation affect on the Canadian Call Center sector.  

Recognizing the danger in the devalued U.S. dollar for the Canadian call center market, CBC suggested that the industry needs to refocus itself.   It recommended that these call centers now target high-value customer care financial services.   Presently call centers have provided services for businesses that concentrates on low-value transactions.

“Economists are warning that global competition, the high value of the Canadian dollar and the tight labour market are reshaping the future of the call centre business, especially in the Maritimes. David Campbell, an independent economic consultant in Moncton, N.B., says New Brunswick should take a page from Nova Scotia’s business plan and put more emphasis on attracting financial service and hedge fund centres, which pay bigger salaries.”

An outsourced telemarketing service or provider of Call Centres can help a business with its inbound needs.

Posted: April 14th, 2008 under Call Centers, Telemarketing Services.
Comments: none

How important is a telemarketing script?…they are good for actors in the movies, but how important in a call center? Customers are looking for specific solutions in products and services that they purchase, so ready-made scripts may be unhelpful when catering to the needs of customers.

For example, the UK based Lloyds Trustee Savings Bank stopped using scripts after 90 percent of its clients complained about their use. Its staff performs best not by learning scripts or sales techniques’ but by just being natural, open, honest and friendly. But John Price, managing director of Price Direct feels that scripts have an important role to play in outbound calls used to solicit customers.

Some feel that call center staff are more intent on following the script rather than listening to what they are saying. But, scripts are valuable when it comes to following the specifics and details of the product or service, according to Kevin Norton, account manager at the UK-based business marketing, data management and analytical services provider LBM.

Training your staff to stick to the script while still being conversational is the key.  Skilled staff should have the expertise to use the script as a tool to explain the company’s selling points, and also be flexible enough to deviate from it when the need arises.

Posted: April 11th, 2008 under Appointment Setting, Call Centers, Lead Generation, Telemarketing Sales, Telemarketing Services.
Comments: none

China Telecom is launching its new CRM telemarketing services and has selected PacificNet Epro to provide Consulting, Telemarketing Management and Call Center Training Services.

PacificNet Inc. is a provider of telemarketing services, call center, ecommerce and value-added services in China. PacificNet Epro will strengthen the service level and telemarketing management capability of China Telecom’s customer service center.

PacificNet Epro provides their expertise and assistance in increasing the overall performance of the contact center management workflow and telemarketing efficiency and service quality. Their telemarketing knowledge and understanding about China will help China Telecom improve overall . At the same time, PacificNet Epro will increase and expand its global customer base.

The CEO of PacificNet said, “With over 15 years as a leading provider of telemarketing, CRM services and contact center management in Hong Kong and China, we believe PacificNet is well positioned to capture a significant share of this rapidly growing market.”

Posted: April 10th, 2008 under Call Centers, Telemarketing Services.
Comments: none

A recent study by industry publication Global Services (and investment advisory firm Tholons) showed what countries (by city) rank best in offshore call center services. 

Based on scale and quality of workforce, financial infrastructure, risk environment and quality of life, these are the top 15 ranked cities in Offshore countries:

1. Chennai, India
2. Hyderabad, India
3. Pune, India
4. Ceba, Philippines
5. Kolkata, India
6. Ho Chi Minh City, Vietnam
7. Colombo, Sri Lanka
8. Shanghai, China
9. Chandigarh, India
10. Beijing, China
11. Cairo, Egypt
12. Hanoi, Vietnam
13. Shenzhen,China
14. Buenos Aries, Brazil
15. Sao Paulo, Brazil

So, India still remains the #1 technology outsourcing destination, but concerns of a rising rupee and soaring wages may slow their competitive edge.

Posted: April 9th, 2008 under Call Centers, Off-shore Call Centers, Telemarketing Services.
Comments: none

Costs are surging in the prime cities in India, as property values and rentals rise and wages increase, at an annual pace of more than 15 %.

Outsourcing firms are feeling the pinch from appreciating rupee, which reduces dollar-billed earnings. They are having to cut costs by expanding to less expensive locations.

India’s outsourcing companies have thrived with contracts from companies in the US and Europe.  This tapped the country’s low costs and large employee pool.  It has included jobs ranging from inbound call center staff to risk management and financial analysis.

About 50 billion dollars in revenue was logged last year by the entire information technology industry, which also includes software giants.

Posted: April 8th, 2008 under Call Centers, India Call Centers, Off-shore Call Centers.
Comments: none