Telemarketing - The trend in the present society

Kansham Modar Maring *

Telemarketing also sometimes known as inside sales or telesales in the UK and Ireland is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.

Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing. Telemarketing has come under fire in recent years, being viewed as an annoyance by many.

Many believe that in the 1950s, DialAmerica Marketing, Inc became the first company completely dedicated to inbound and outbound telephone sales and services. The company, spun off and sold by Time, Inc. magazine in 1976, became the largest provider of telephone sales and services to magazine publishing companies. The term telemarketing was first used extensively in the late 1970s to describe Bell System communications which related to new uses for the outbound WATS and inbound Toll-free services.

Categories

The two major categories of telemarketing are Business-to-business and Business-to-consumer.

Subcategories

• Lead Generation, the gathering of information
• Sales, using persuasion to sell a product or service
• Outbound, proactive marketing in which prospective and preexisting customers are contacted directly
• Inbound, reactive reception of incoming orders and requests for information. Demand is generally created by advertising, publicity, or the efforts of outside salespeople.

Telemarketing office Procedure

Telemarketing may be done from a company office, from a call Centre, or from home. It may involve either a live operator or a recorded message, in which case it is known as "automated telemarketing" using voice broadcasting. "Robocalling" is a form of voice broadcasting which is most frequently associated with political messages.

An effective telemarketing process often involves two or more calls. The first call (or series of calls) determines the customer’s needs. The final call (or series of calls) motivates the customer to make a purchase.

Prospective customers are identified by various means, including past purchase history, previous requests for information, credit limit, competition entry forms, and application forms. Names may also be purchased from another company's consumer database or obtained from a telephone directory or another public list. The qualification process is intended to determine which customers are most likely to purchase the product or service.

Charitable organizations, alumni associations, and political parties often use telemarketing to solicit donations. Marketing research companies use telemarketing techniques to survey the prospective or past customers of a client’s business in order to assess market acceptance of or satisfaction with a particular product, service, brand, or company. Public opinion polls are conducted in a similar manner.

Telemarketing techniques are also applied to other forms of electronic marketing using e-mail or fax messages, in which case they are frequently considered spam by other people.

Negative perceptions and criticism

Telemarketing has been negatively associated with various scams and frauds, such as pyramid schemes, and with deceptively overpriced products and services. Fraudulent telemarketing companies are frequently referred to as "telemarketing boiler rooms" or simply "boiler rooms". Telemarketing is often criticized as an unethical business practice due to the perception of high-pressure sales techniques during unsolicited calls. Telemarketers marketing telephone companies may participate in telephone slamming, the practice of switching a customer's telephone service without their knowledge or authorization.

Telemarketing calls are often considered an annoyance, especially when they occur during the dinner hour, early in the morning, or late in the evening. A recent trend in telemarketing is to use robocalls: automated telephone calls that use both computerized auto dialers and computer-delivered pre-recorded messages in a sales pitch. These often include intentionally deceptive tactics, with computer recorded messages saying things like "Don't panic but this is your final notice" or "We have already attempted to contact you through the mail." These messages are often outright lies, intended to incite concern or fear in the potential customer.

Robocalls are known for failing to add numbers to their do-not-call list and repeatedly interrupting individuals at all hours of the day. In some countries telemarketing is subject to regulatory and legislative controls related to consumer privacy and protection.

Telemarketing Services

Telemarketing is a Dynamic, Full capabilities Call Center Outsourcing Company specializing in Inbound, Outbound and E-commerce Telemarketing, Customer Service, and CRM. Telemarketing is a leading multinational carrier that provides a broad range of Telecommunications Services to its retail and Wholesale Customers Worldwide.

Make the Business in B2B happen. Rely on us for your inbound telemarketing & outbound telemarketing sales, order taking, lead generation and qualification, appointment settings, conference and seminar registration and follow up calls. Telemarketing's skilled agents identify when customers are ready to purchase.

United States of America

It is not known exactly when (or if) telemarketing officially became legal in the United States of America. Telemarketing in the United States of America is restricted at the federal level by the Telephone Consumer Protection Act of 1991 (TCPA) (47 U.S.C. § 227) and the FTC's Telemarketing Sales Rule (TSR). The FCC derives regulatory authority from the TCPA, adopted as CFR 64.1200. Many professional associations of telemarketers have codes of ethics and standards that member businesses follow to encourage public confidence.

Some jurisdictions have implemented "Do Not Call" lists through industry organizations or legislation; telemarketers are restricted from initiating contact with participating consumers. Legislative versions often provide for heavy penalties on companies which call individuals on these listings. The U.S. Federal Trade Commission has implemented a National Do Not Call Registry in an attempt to reduce intrusive telemarketing nationwide. Telemarketing corporations and trade groups challenged this as a violation of commercial speech rights. However, the U.S. 10th Circuit Court of Appeals upheld the National Do Not Call Registry on February 17, 2004.

Companies that use telemarketing as a sales tool are governed by the United States Federal regulations outlined in the TSR (amended on January 29, 2003 originally issued in 1995) and the TCPA. In addition to these Federal regulations, telemarketers calling nationally must also adhere to separate state regulations. Most states have adapted "do not call" files of their own, of which only some states share with the U.S. Federal Do Not Call registry.

Each U.S. state also has its own regulations concerning: permission to record, permission to continue, no rebuttaling statutes, Sunday and Holiday calls; as well as the fines and punishments exacted for violations. September 1, 2009, FTC regulations banning most robocall went into effect.

Telemarketing techniques are increasingly used in political campaigns. Because of free-speech issues, the laws governing political phone calls are much less stringent than those applying to commercial messages. Even so, a number of states have barred or restricted political robocalls.

Australia

Telemarketing in Australia is restricted by the Australian Federal Government and policed by the Australian Communications and Media Authority (ACMA). Australian Federal legislation provides for a restriction in calling hours for both Research and Marketing calls.

In 2007 a Do Not Call Register was established for Australian inbound telephone numbers. The register allows a user to register private use telephone numbers. Australian Federal Legislation limits the types of marketing calls that can be made to these registered telephone numbers; however, research calls are allowed. Other exemptions include calls made by charities and political members, parties and candidates.

Inbound telemarketing Services

Inbound telemarketing is another major industry citation needed. It involves both live operators and IVR—Interactive Voice Response. IVR is also known as audiotext or automated call processing. Usually, major television campaigns and advertisers use toll-free telephone number that are answered by IVR service bureaus citation needed. Such service bureaus have the technology and call capacity to process the large amounts of simultaneous calls that occur when a toll-free telephone number is advertised on television.

Outbound Telemarketing Services: Consumer Direct Services

Telemarketing is the best-known provider of outbound telemarketing services, live operator direct marketing services. It offers an extensive level of expertise and experience in outbound telemarketing and customer acquisition. The clients rely on to provide outbound telemarketing service for both business-to-consumer (B2C) and business-to-business (B2B). The extensive experience in outbound telemarketing, along with the technological solutions, quality assurance programs, and commitment to customer service excellence has helped many well-known corporations achieve maximum results from their direct marketing efforts.

Outbound Telemarketing Results:

The rigorous adherence to a highly cost efficient, results-based production and management process allows providing extraordinary outbound telemarketing results for a project. The outbound telemarketing services clients benefit from cost-effective and complaint-free production, consistently delivered to them by a responsive and supportive team of call management professionals.

Telemarketing's formula for outbound telemarketing service success begins with a thorough understanding of the business. We understand the differences between business-to-consumer (B2C) and business-to-business (B2B) outbound telemarketing, and use experienced management to focus on the unique requirements of each client and their targeted market.

The primary focus of our outbound telemarketing is product sales. With outbound telemarketing it initiates contact with consumers who have been identified by the clients as existing or potential customers. Additional outbound applications may include:

• Product Registration
• Customer Acquisition and Retention Campaigns
• Lead Generation
• Database Enhancement and Management
• Customer Service
• Verification

Finding an outbound telemarketing services center that specializes in sales is a difficult task. Effective telemarketing sales require a combination of strategy, technical support, implementation, and sales culture to produce profitable results. Telemarketing's call centers can provide your business with the unmatched performance and skill not found in most outbound telemarketing centers. In addition to our many sales and service features, Telemarketing's staff is highly skilled at offering "up-sell" and "cross-sell", while still providing the customers with the high quality service that they expect.

An outbound telemarketing company knows how important it is for an outbound telemarketing call center to provide a positive experience for the client's customers. The efficient project management and process flow allows Telemarketing to begin projects on time, meet goals, avoid IS complications, and complete projects in the designated time frame, resulting in profitable outbound telemarketing services and optimum client satisfaction. We have a state-of-the-art outbound call center offering a full range of outbound telemarketing service, outbound call center services

Why Outbound Telemarketing?

Affordable for even the smaller businesses; as an example we can use our telemarketing service to implement a full-scale telemarketing campaign for less than £50 a day. This incredibly includes all of the following benefits:

• A telemarketing professional fully trained in products/ service and dedicated to call prospects all day
• No phone charges for you to pay
• No need for you to hire extra desk space
• Call handling by well trained and experienced marketing professionals
• No need for you to pay wages or taxes associated with wages
• No hassle of hiring and training new staff
• No training or hiring costs

Why Inbound Telemarketing?

Telemarketing Inbound Telemarketing Solutions offer

• Inbound Telemarketing that Lowers Your Cost per Order
• Elevate Your Captured Response Rates with Inbound Telemarketing
• Achieve a Greater Return on Investment with Inbound Telemarketing
• With Telemarketing's Inbound Telemarketing: Gain Immediate Access to Measurable Results

Well-known and premium branded companies turn to Telemarketing for inbound telemarketing. Telemarketing has state-of-the-art inbound call center that offers a wide range of inbound call center service and in bound telemarketing, and inbound teleservices .

Inbound Telemarketing -Scheduling and Staffing

The direct marketing campaigns and advertisements run by the customers usually produce high volumes of calls and frequently require immediate response to televised spot advertisements. Telemarketing uses proven scheduling, staffing and personnel management systems to ensure each incoming call is processed efficiently and appropriately by the inbound telemarketing staff. The constantly monitor call flow and make real-time adjustments to complex call projection models, providing the customers with the most cost efficient staffing and scheduling solutions.

Applications Services - Inbound Telemarketing

Product sales, lead generation, surveys and customer service are among our core competencies. Telemarketing's resources are devoted to specialized call handling and inbound telemarketing to support financial services, pharmaceutical marketing and product sales.

Each of the inbound telemarketing contact centers is fully equipped with well-trained operators, automated and Interactive Voice Response (IVR) systems, and an experienced supervision and management staff - offering the industry's highest standards of quality control, service flexibility and the capacity to meet changing needs.

Telemarketing Appointment Setting

Take Lead Generation a step further with Appointment Setting Service. A poor hand off between marketing and sales can jeopardize a great selling opportunity. Telemarketing is a very cost effective, efficient means of setting appointments. Appointment Setting has been the keystone of generating new business. It is the most qualified Business-to-Business communication that requires a detailed administrative program to ensure that the appointments are scheduled as each field representative.

This is an available feature for office appointments, service schedules and reservations for various forms of transportation, dinners, seats, concerts, special events, seminars, and much more. Telemarketing Agent's can make appointments or take reservations for seminars, training sessions or other functions, to maximize attendance and avoid overbooking. We can also make confirmation calls, send confirmation letters or e-mails, and provide registration packet fulfillment.

A specialist team of Appointment Setting operators is especially versed in the sales techniques required in getting prospective customers face to face with our clients. They identify the relevant decision maker, present your products or services in the most advantageous manner and, if relevant, set qualified appointments for your field sales executives which are thereafter confirmed by the team supervisor before being passed on to you.

Telemarketing fully prepared sales professionals with market intelligence for each appointment provides Services in:

• Mortgage Brokers
• Mortgage Lenders
• Financial Planners
• Stock Brokers & Investment Advisors
• Insurance agents
• Real Estate
• Leads Generation

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* Kansham Modar Maring ( DIA, NIC Ukhrul ) contributes regularly to e-pao.net. The writer can be contacted at kmodar(at)gmail(dot)com
This article was posted on September 18, 2011.

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