Thursday, July 19, 2012

Outsource A Call Center For Phone-Related Marketing Efforts

Despite the prevalence of email, website, and social media, people will still use a phone. If these people are in business, perhaps it's even more so. While the other three, digital-based channels have the capacity to transmit more information, it has also indirectly given them more capacity to transmit junk and eat up time. You have spam messages, drawn-out content, as well as the need to be active on social media even when you have other important things to do.

Those are just some of the reasons why the phone is still used in marketing efforts. This doesn't mean that the pushy telemarketers are about to make their dreaded return. (DNC lists have put an end to that.) It only means that the phone is the best tool to utilize in business activities such as:

  • Phone Surveys – Telephone surveys are a part of research. Research, in turn, has always assisted in shaping up marketing strategies, identifying targets, as well as qualifying B2B sales leads. The results could also indicate trends and changes in B2B buyer behavior. A phone survey could even more suitable for B2B because, as stated before, the phone is a channel still highly used in business.
  • Inbound Marketing – When it comes to B2B, there's only so much information you can put out on your website or in your marketing emails. (And in fact, it's likely that you need to minimize the volume of that information as much as possible so that your prospect won't be overwhelmed). This calls for an inbound strategy which allows prospects to inquire only about certain things they wish to know about your business.
  • Customer Service – One of the things that distinguish B2B from B2C is that there is a clearer emphasis on business relationships. Such a relationship goes beyond closing the deal. It's about ensuring that the client receives the full benefit of what you have sold. Neglecting customer service can result in bad referrals and a poor reputation all around. It's only worsened however if your prospects try to contact your business but end up frustrating themselves with long waiting periods and constantly being redirected.

On the other hand though, building up your own center can be very expensive. You need to hire more people and train them. In order to train them, you need to educate yourself first as well. Couple this with the costs of adequate technology and you might as well offer telemarketing services of your own in order to help cover for them.

Fortunately, that's why you have outsourcing. The only thing you need are the tools and the personnel after all. Outsourcing to telemarketing companies gives you access to those services without having to bear the heavy price of investing in them yourself. Another benefit to outsourcing is that it also saves you the time as well as the money when using the phone for the above purposes is a little bit too far from your core functions. Still, just because it's not what your business would normally do, doesn't mean you can't benefit from those who can do it for you.

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