subject: Telemarketing Retention: Keeping the Faithful [print this page] Telemarketing Retention: Keeping the Faithful
The modern way to do business is to first retain and then build. This is the cardinal rule for business firms dealing with customers. BPO firms who are tying up with such B2C companies have this rule as their single-most important directive. In a way you could say that this means the inbound call center department to be more important than their outbound counterpart.
As a matter of fact, answering service agents have to play their roles efficiently and effectively. A successful telemarketing campaign now means quality telemarketing services. So how did this shift of focus happen? Let's find out.
Telemarketing campaigns were working smoothly for quite some time without a hitch. The BPO firms made good use of the several telemarketing business methods to register profitable results. However, with the coming of the internet, the telemarketing calls became less effective. Websites became the prime mode of information for the customers.
Anyone in need of a particular product/service would rather check up online than wait for an outbound call center person to call them up. Even if they did receive calls from a call center agent about some product/service, the customer would check up the company online. Telesales outsourcing began to see some dip in the popularity.
As the customers depended more on websites, they were the ones doing the calling! They used the number on the website to call the company. They extracted more information from the inbound call center agents. That is how the answering service option became so important and pivotal in the telemarketing cycle. Once the sale was made, the same number was used by the customers to get in touch with the company.
After-sale service emerged as a prime player in the telemarketing services department. The customer was not short of options. Once dissatisfied, the customer could shift their focus to your rival's products/services without batting an eyelid. That is when your phone answering agents would have to do their job: to retain them within the folds of your company.
Customers are not short of options. The internet throws up innumerable choices for the customer to buy their needs from. Once they choose on your company, the BPO firm handling the answering service will swing into action. They will coalesce with the customer on a regular basis to follow up if the customer is happy.
A satisfied customer will be loyal to your brand and that is when your telemarketing services can be called successful. Satisfied customers also add to the telemarketing business by recommending your company to family and friends. That is more effective than all the telemarketing calls that you can possibly make!
Modern telemarketing studies will tell you that acquiring customers is easier than retaining them. There are lures of bonuses and cuts on the price tags that your rivals will offer your customers. You will not be able to meet up to the competition from eating away your customer database if you don't have the proper telemarketing back-up. The mantra is simple: get them, but first keep them!
