Outsourced telemarketing has become more and more popular. Like payroll, IT, or accounts, telemarketing is increasingly becoming a specialist skill that companies can’t master as well in-house. Development and business strategy work better when driven by dedicated in-house teams, who know the business inside out. The expertise, insight, and perspective that in-house teams can bring to these areas is a real asset and can help the business to achieve its targets. But, other functions, particularly those needing systems, training, or efficiency modelling may well deliver better value from external, specialist suppliers.
Using outsourced telemarketing will help organisations to achieve consistent, high-quality results from a project. This is because experienced and skilled telemarketers are actually pretty hard to find. And once you’ve found them, you need to provide the support they need to keep their motivation and results going. This is easier if you have a whole team doing the same job. In-house operations that have a team doing telemarketing among other tasks rarely have much success.
To be good at telemarketing takes focus and peer group support. Unhelpfully, telemarketing is seen as ‘bottom of the food chain’ in many organisations, where the reality is it’s pretty tough.
So a constant routine of coaching, top-up training, monitoring, and feedback loops have to be put in place. Successful outsourced telemarketing operations like Blue Donkey have a stream of tools designed to identify and maximise opportunities to improve performance. Telemarketers know how they’re performing down to the last moment of each hour. This means efficiency and effectiveness are robustly measured, reported and shared with the team member and the client. According to Mindtools, ‘frequent and effective feedback increases productivity and team harmony…When done in the right way and with the right intentions, feedback can lead to outstanding performance. Employees have to know what they are doing well and not so well’.
Technology control levers
Outsourced telemarketing requires sophisticated technology to benchmark and report telemarketing campaigns. Blue Donkey has a number of systems that ensure the matrix of competencies required for excellent telemarketing is constantly maintained. These include compliance controls for the number of records touched or performance controls for conversion rates and positive outcomes. They confirm our teams are well informed, happy, and productive, while simultaneously making sure the customer experience is excellent. Careful management of data, and a good understanding of the principles of best practice, means your campaigns will be compliant.
Decisions about outsourcing elements of a business often come down to money. The more cost-effective a solution is, the more likely it is to be implemented. When it comes to telemarketing, outsourcing is almost always more cost-effective than keeping it in house, especially if your business only runs major telemarketing campaigns a few times a year. Additionally, you can scale up or down according to the needs of your business. In-house teams must be fully employed all year round come what may.