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Outbound Call Center

Outbound Call Center: Market Research

Whatever a customer wants today may not be what he or she wants tomorrow. Or he or she may want more of it. If you’re offering low prices, customers want those prices slashed further. If you’re offering state-of-the art products, they want them newer still. In meeting ever-increasing customer demands for lower, faster, better, and newer, companies are driving themselves and their competitors to the edge.

This is why market research is important. Because we all have different point of views, different ideas about what’s important in our lives, and different ability to pay a particular price for what we want. Often the small business owner thinks they have a great idea for a new product or service, only to discover that people either don’t want that service or product, or they’re not willing to pay the price that the small business needs to set in order to be profitable.

Market research, both outbound and inbound, is a very common activity conducted by call centers in the Philippines to help small business take full advantage of the same sales force that many of the top lead generation companies use to grow. It is a very important component of business strategy and a valuable tool for any company that wishes to stay in business. It is an organized effort to gather information about markets or customers.

Using market research, you can understand your potential customers and their needs, as well as what your competitors are doing. It’s also useful to understand market trends so you can make the most of your business opportunities. Statistics and other market research data help you make informed decisions about the marketing of your business.

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Outbound Call Center: Customer Survey

In today’s global marketplace, obtaining regular customer feedback is essential for companies looking to consistently provide excellent customer service and stay ahead of its competitors. Conducting customer survey is an inexpensive way to gather valuable customer feedback and input on companies’ products and services. Customer surveys conducted by outbound call center can help companies gather valuable information which can be analyzed more accurately and in less time than using traditional survey methods. There are many benefits to surveying your customers.

Innovation

Many, some would argue most, successful new products and services are the direct result of speaking with customers. Often, customers actually suggest the new ideas. Companies in fast-moving businesses, or those which rely on innovation, need to stay in touch with their customers to get their ideas and product/service feedback.

External performance feedback

Customers are the best judges of a company’s products and services. They can spotlight processes which are working well, and others which are not. By actively contacting and speaking with customers, organizations can spot important opportunities for improvement.

Increasing customer retention

Customer service satisfaction and retention drive profits. It’s far less expensive to cultivate your existing customer base and sell more services to them than it is to seek new, single-transaction customers. Learning what is most important to customers and how the organization is seen as performing, relative to competitors, can help to prioritize change efforts.

Recovering customers

The first step to recovering lost customers is finding them – the second step is finding out why they left. Many customers can be recovered with relatively little work by a company or organization.

Advance warning

Customer data can be used as part of a measurement system to warn the organization of upcoming trends, performance issues, or opportunities.

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Benefits of Telemarketing in Small Business

Telemarketing can be a particularly valuable tool for small business, in that it saves time and money as compared to personal selling, but offers many of the same benefits in terms of direct contact with customers. Though telemarketing is more expensive than direct mail, it tends to be more efficient in closing sales and thus provides a greater yield on the marketing.

Outbound service can be aimed directly at the end consumer or can be part of a business-to-business marketing program. Outbound call center agents working on this side of the industry generally require more training and product knowledge, as more actual selling is involved than with inbound operations.

Telemarketing increases your sales territory and efficiency because you can reach more prospects per hour, day and week by phone than you can with in-person sales calls. It also provides an effective way to perform relationship marketing. You can use the phone to stay in touch with existing customers, introduce new products to them and make additional sales. Human interaction is an important aspect of telemarketing.

You can immediately respond to feedback from prospects while you’re engaged in the sales process. When it comes to lead generation, through telemarketing, a company can compile and update lists of customer prospect leads and then go through these lists searching for sales leads. Telemarketing can screen the leads and qualify them according to priority, passing the best leads to the field sales force for immediate action. The inside sales force also can identify the decision maker with the buying power and appointment setting for the outside sales force.

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Telemarketing: Appointment Setting

Appointment Setting
Appointment Setting
© Rido / Dollar Photo Club

For ordinary people, appointment scheduling is quite a typical thing. When they go to dentist, they have to make appointment. If they need to see a doctor, they make sure that they are scheduled on that day for check-up or medical reasons. The importance of appointment scheduling cannot be understated, because the entire daily operation of each clinic revolves around these appointments and it only ensures an efficient work flow in all areas. Same in business where appointments are being taken seriously.

The development and running of a successful business often comes down to being in control and across all issues pertaining to the day to day operation. Just as a well-run business follows a budget in spending money, an effective businessperson should also follow a schedule in spending time.

Many businesses have come to understand that it is effective to outsource for appointment setting and lead generation. The fact that when companies try to randomly call customers to make a sale, it usually ends up wasting a lot of time with people who do not want to talk to them. When they hire an appointment setting business, however, they have someone else make the calls for them to potential customers.

Outbound call center gives a business more use of their telemarketing agents to make a deal. They will spend more time on quality prospects rather than having a lesser chance from starting cold. It allows a business to concentrate strongly on developing its infrastructure in areas that will be the most beneficial to its longevity and make the most money. This will not only save the company time, but can definitely boost its income.

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Outbound Center: Skills in Appointment Scheduling

Outbound Center
Outbound Center
© UMB-O / Dollar Photo Club

Getting appointments can take a lot of time but good thing that you can hire an outbound call center service to do this for you.  All you have to do is give them the information and requirements they need to train their staff that represents your company. Some background on your company, product and services, your goals, and you can even provide a phone script that their telemarketing agents will use when making and taking calls on your behalf. The company you hire should be experienced with the art of appointment setting.

Good communication skills

Good communication skills are clearly very important to have when you work with people. It takes a lot to convince people over to phone to accept a one-on-one meeting with a person they never met. As a telemarketer you need to think about voice tone, pace and volume. On top of that things you would normally show visually, like friendliness or enthusiasm also need to be communicated through the voice. A good appointment setting service needs to clearly explain what a business does without overwhelming them with details.

Experience

A telemarketing agent requires the power to convince their prospect. It’s necessary to understand the industry to which the product belongs. This will help you build a rapport with your prospective client. Always remember that your task is to set the appointment and not to close the deal between your client and your prospect. Follow through with your client on your individual prospect’s needs and wants and make sure that everything is in order for a successful face-to-face meeting.

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Telemarketing: An Effective Lead Generation Tool

lead generation
lead generation
© cacaroot / Dollar Photo Club

The emergence of social media has become a powerful tool in changing the way businesses market their brand, products and services. This leaves us the question if the traditional marketing and lead generation tools of the past are still relevant in the new electronic age.

Telemarketing is still an effective lead generation tool. It provides the opportunity to engage the prospect in a conversation about the issues and challenges it is facing. It allows you to talk to people on a one to one basis and gather information of a depth and accuracy you might not otherwise be able to get.

The interaction component here is critical but the problem is that most people don’t do it properly. They don’t target enough and misuse the technique which only ends up annoying people. For you to have an effective telemarketing strategy, you need to plan for it. You need to consider your budget, your objectives and your in-house resources, in terms of manpower, skills and equipment, compared to the cost of using an outbound call center.

You need to have a good script that must be tailored to the target audience, must grab the attention of the listener within a few seconds of the conversation, and must be highly interactive. Of course no matter how well planned and executed your outbound campaign, human nature plays its part. You need to have a skilled telemarketing agent that has a good knowledge of the company and product/service; able to talk intelligently and talk persuasively to people at all levels.

To get the right people offering the right product in the right way are the keys in an effective telemarketing.

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Outbound Service: Importance of Customer Feedback

Outbound service
Outbound service
© olly / Dollar Photo Club

Customers are the voice of a business when it comes to improvement.  Even if the true reality about its product or service may be harsh, in most cases it is helpful.

Communication is a two-way process, but listening is actually more important than talking. In these economically challenging times, good customer listening skills are crucial for effective and efficient problem solving. Listening to your customers, and more important, acting on the feedback they give is one of the best ways to transform a struggling business into a successful one.

Knowing the customers viewpoint indicates a good customer service. They provide the insights into your company that ensure you maintain a strong foundation and are able to build the structure for its future growth. By listening to customer needs and desires, you can tailor your product and service to better meet their demands. And that can lead to satisfied customers which are the best sales channel of a company since they have the greatest potential to generate additional business and serve as a bridge for new customers as well.

One common form of obtaining feedback from customers is through customer satisfaction survey. When you conduct a customer satisfaction survey, what you ask the customers is important however, the most essential thing about this is what you do with their answers.

Acting on the feedback and implementing reasonable changes based on customer feedback is a sure way to win over your customers and increase the success of your business.  There’s nothing to worry especially for small businesses because they can hire the Philippines call center in gathering comments from customers through inbound or outbound services.

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Outbound Agent: Sense of Worth and Career Growth

When an outbound call center agent leaves the company, it’s not actually a prompt decision. There may be some factors in work that have made the agent chose to leave. Employee turnover is not an event; it is a process of disengagement that can take days, weeks, months or even years until the actual decision to leave occurs. Managers need to better understand the signs of discontent before they lose their best and brightest people.


So much has changed in the worldwide business environment and in the way businesses now operate that the impact of those changes on the careers of individuals working in organizations needs to be acknowledged. Like in Philippines call center, since many employees are working in this very in-demand profession, competition becomes tough. You need to be outstanding in order for you to be recognized by the management. This takes time, hence some agents feel that they lack of career growth. Another factor is the feeling of devalued. If you have a goal in life, you will do everything just to step up to achieve this goal. But how can you get through that if at the initial stage, nobody appreciates your effort. Everyone wants to feel important, yet many organizations manage to make their people feel quite the opposite. It could be seen as a lack of simple appreciation and not valuing employees.  The management should give their people the tools and training needed to accomplish this, enabling them to be the best they possibly can be. The right tools at the right time are investments — not only in productivity, but in sending a message to employees that they are worth it.

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Outbound Call Center: Lead Generation

One of the most challenging methods of successful business-to-business marketing is lead generation. Lead generation is as simple as coming up with a list of prospective clients and contact details to make them easier to reach. Outbound call centers are experts on this kind of service that will help your business grow. They are professionals in effective sales lead generation techniques that can result to greater sales revenue and profits for your company.


Here are some effective sales lead generation techniques:


Telemarketing: Even though many people despise the thought of telemarketing, when executed properly it is a very effective sales lead generation tool. Telemarketing is a personal marketing and sales lead generation technique that offers a cost-effective, efficient alternative to field selling.


Relationship Marketing: It is the approach underlying all of the “sales-lead-generation-success” methods. Relationship marketing simply refers to cultivating a personal, sales-winning relationship with your prospects. It’s about developing longer-term relationships with customers rather than individual transactions.


SEO & Internet Marketing: Business buyers are more sophisticated and getting harder to reach than ever. Studies show that about 90% of business buyers start with research on the Internet, therefore it’s critical to have a well-tuned sales lead generation program that includes search engine optimization (SEO)/Internet marketing strategies to attract prospects at the beginning of their buying cycle.


Email Publications: By creating your own email newsletter, you could send out industry news and tips to suspects in your market. Since you will be on your prospects’ minds more often than your competition, eventually, your sales leads will turn into actual sales.

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Call Center’s Christmas Party

The company Christmas party is a beloved tradition in many businesses just like in Philippines call center. There’s so much to celebrate especially now that the Philippines was cited as the call center capital of the world, overtaking India as the number one player in the global business process outsourcing market.


It is a fact that Filipino just love to celebrate Christmas party in a company that they work for. This kind of event in a business is very important regardless that it happens only once a year. Call center agents from all levels of the BPO company come together for the big Christmas party. This gives everyone a rare chance to mingle across department lines and job descriptions. Attendees can take advantage of this chance to network, make helpful connections, and get their name known. It also promotes camaraderie since it allows employees to get to know each other outside of the business setting. This is also a great opportunity for the company to say “thank you” for the past year’s work. Rewarding employees or raffle draws is a perfect way to spice up this party. Gift exchanging is always a part of Christmas party which makes everyone so confused on what to give and at the same time, excited on what they will receive. Another way to celebrate this is by inviting some company clients to show appreciation of their business. It may not be the place for business deals, but a few minutes of conversation in a casual setting can lead to more contracts in the coming year.


Christmas has always been so fun and it is most people’s favorite holiday of the year.

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