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2010.07.07 14:36:38
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I am often asked why would someone use a telemarketing campaign, when there are so many other less expensive option. Below is an article I ran across and thought I would pass it on. The article is full of great information and really dials in the reasons why and when to use telemarketing.
We at CLC believe telemarketing is a great option but it is typically the most expensive channel. We often counsel our clients in using less expensive channels first and allowing us to do either targeted campaigns or to use our services after the other channels are exhausted. There are times when telemarketing as a first and only channel is optimal. Our whole point is that telemarketing is a service that needs to be understood and we work with our clients to see how they can gain the biggest bang for their marketing dollars.
I hope you enjoy the article and if you have any questions, please feel fee to contact me.
-Karlyn
Telemarketing vs. Internet Marketing:
Internet marketing has gained popularity in recent years, accelerated further by the current economic climate. Internet marketing is more targeted and measurable than traditional advertising. However, recent research data shows that telemarketers can convert almost 60% of calls into sales leads by using customized templates and scripts for specific customers. Additionally, telemarketing can qualify the customers before setting up the appointment by asking a few questions unlike internet advertising where it is not as easy to qualify the user based on a click to your website.
The good news for online advertising is that the advertiser can choose to pay for performance where you can choose not to pay for the number of times that the ad appears on a particular site online but pay only when the user clicks on your ad and lands on your website. This helps reduce the “marketingwaste” and reminds us of John Wannamaker’s quote which is so relevant today “I know half of my marketing dollars are wasted…I just don’t know which half!” On the other hand, the purpose of telemarketing is to make calls, qualify business leads
and setup appointments for your sales team to close them into sales. If you are looking to target a specific customer such as the 14.6 million US small businesses or consumers with household incomes of $100K+ it may be more cost effective and easier to do so with telemarketing than online marketing.
Online marketing has gained more popularity because it is non intrusive compared to telemarketing that is often considered intrusive specifically when it comes to targeting individual consumers. The government has also passed several regulations including the “Do-Not-Call” lists so that consumers can register their phone numbers if they do not want to receive intrusive calls from telemarketers. However, telemarketing companies are still very much in demand when it comes to qualifying and targeting business leads and setting up appointments with business owners and decision makers.
Online marketing provides marketers with several options such as search engine marketing, search engine optimization, banner advertising and social media marketing. Each of them serves a different purpose depending on whether the marketer’s objective is to looking for a direct response or to create an impression. It is important for every marketer and business owner to better understand the sophisticated internet marketing solutions and practices before allocating marketing budget to them or you will overspend and waste half of your marketing dollars on them. In comparison, telemarketing is very simple as its purpose is to make calls, qualify business leads, setup appointments and fill the sales pipeline so that the sales rep or account executive can follow-up and close the sale.
To conclude, online marketing and telemarketing are both effective. But, it is important for marketers and business owners to know their marketing objectives understand the various options and select the one that will best address their specific business needs.
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2010.07.07 14:34:46
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I am often asked why would someone use a telemarketing campaign, when there are so many other less expensive option. Below is an article I ran across and thought I would pass it on. The article is full of great information and really dials in the reasons why and when to use telemarketing.
We at CLC believe telemarketing is a great option but it is typically the most expensive channel. We often counsel our clients in using less expensive channels first and allowing us to do either targeted campaigns or to use our services after the other channels are exhausted. There are times when telemarketing as a first and only channel is optimal. Our whole point is that telemarketing is a service that needs to be understood and we work with our clients to see how they can gain the biggest bang for their marketing dollars.
I hope you enjoy the article and if you have any questions, please feel fee to contact me.
-Karlyn
Telemarketing vs. Internet Marketing:
Internet marketing has gained popularity in recent years, accelerated further by the current economic climate. Internet marketing is more targeted and measurable than traditional advertising. However, recent research data shows that telemarketers can convert almost 60% of calls into sales leads by using customized templates and scripts for specific customers. Additionally, telemarketing can qualify the customers before setting up the appointment by asking a few questions unlike internet advertising where it is not as easy to qualify the user based on a click to your website.
The good news for online advertising is that the advertiser can choose to pay for performance where you can choose not to pay for the number of times that the ad appears on a particular site online but pay only when the user clicks on your ad and lands on your website. This helps reduce the “marketingwaste” and reminds us of John Wannamaker’s quote which is so relevant today “I know half of my marketing dollars are wasted…I just don’t know which half!” On the other hand, the purpose of telemarketing is to make calls, qualify business leads
and setup appointments for your sales team to close them into sales. If you are looking to target a specific customer such as the 14.6 million US small businesses or consumers with household incomes of $100K+ it may be more cost effective and easier to do so with telemarketing than online marketing.
Online marketing has gained more popularity because it is non intrusive compared to telemarketing that is often considered intrusive specifically when it comes to targeting individual consumers. The government has also passed several regulations including the “Do-Not-Call” lists so that consumers can register their phone numbers if they do not want to receive intrusive calls from telemarketers. However, telemarketing companies are still very much in demand when it comes to qualifying and targeting business leads and setting up appointments with business owners and decision makers.
Online marketing provides marketers with several options such as search engine marketing, search engine optimization, banner advertising and social media marketing. Each of them serves a different purpose depending on whether the marketer’s objective is to looking for a direct response or to create an impression. It is important for every marketer and business owner to better understand the sophisticated internet marketing solutions and practices before allocating marketing budget to them or you will overspend and waste half of your marketing dollars on them. In comparison, telemarketing is very simple as its purpose is to make calls, qualify business leads, setup appointments and fill the sales pipeline so that the sales rep or account executive can follow-up and close the sale.
To conclude, online marketing and telemarketing are both effective. But, it is important for marketers and business owners to know their marketing objectives understand the various options and select the one that will best address their specific business needs.
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2010.06.03 22:07:32
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Today is a sad day here at Custom Loyal. We are mourning the loss of a pinnacle member of our family. Sandra Tibbetts was taken from us early this morning and her absence is felt deeply. Sandra was an amazing woman and her time on earth was much too short. We will remember her smile and her laugh and her amazing spirit!
I, for one was blessed and privileged to have my life touched by such an amazing woman. It was truly my pleasure to know and work with Sandra.
Sandra you will be missed by each and every one of us!
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2010.06.01 21:02:07
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An interesting article about legislation and the call center industry. CLC is a 100% virtual domestic call center currently providing employment in over 20 states. We will be following the proposed legislation and will continue to do our part in supporting American jobs.
By the way: If you are looking for call center solutions please contact us. We would love to hear from you.
Schumer wants to slow exodus of US call centers
(AP) – 2 days ago
ALBANY, N.Y. — In an effort to slow the exodus of U.S. telephone work to overseas services, Sen. Charles Schumer is introducing legislation that would impose an excise tax on companies that transfer calls with American area codes to foreign call centers.
The measure would also require telling U.S. customers that the call is being transferred and to which country.
Companies use call centers to give customers technical product support, answer billing questions or provide other information. They often use several operators.
The fee would be 25 cents for calls transferred to foreign countries. There would be no fee for a domestic call center. Companies would have to report quarterly their total customer service calls received and the number relayed overseas.
"If we want to put a stop to the outsourcing of American jobs, then we need to provide incentives for American companies to keep American jobs here," Schumer said last week. The New York Democrat said the excise tax would "also provide a reason for companies that have already outsourced jobs to bring them back."
In a survey of American economists in 2006, Robert Whaples found nearly 90 percent agreed the U.S. should eliminate remaining protectionist tariffs and trade barriers, like the new one Schumer is proposing, that there are lower costs and a net gain from free trade. Most also agreed the U.S. should not restrict American employers from outsourcing work to foreign countries.
For American consumers, Schumer said his measure would also guarantee they know where their personal information is being kept, whether that's a bank account number, credit background or medical history. He said come countries do not have to adhere to consumer protection laws similar to those in the United States.
The most popular countries for outsourcing of U.S. call centers are India, Indonesia, Ireland, Canada, the Philippines, and South Africa, most with an ample supply of English-speaking, low-wage workers. American companies use them to cut costs.
From 2001 to 2003, the United States lost 250,000 call center jobs to India and the Philippines, according to Technology Marketing Corp., a Norwalk, Conn.-based company specializing in call centers and telemarketing.
However, a 2007 Cornell study found that most call centers serving U.S. customers were operated in the United States. The report, with 40 researchers from 20 countries, examined center management and employment practices in Asia, Africa, South America, North America and Europe, covering almost 2,500 centers in 17 countries.
The study found most centers, except India, served domestic markets. Two-thirds were in-house for companies serving their own customers and had lower turnover rates than subcontractors. Also, turnover, ranging from 25 to 50 percent annually depending on the sector, steeply reduced productivity.
Copyright © 2010 The Associated Press. All rights reserved.
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2010.05.25 19:27:43
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Recently I was asked if CLC provided fulfillment services by a potential client. I was taken back just a bit, since not once have I been asked that question. I know the thought of a sales director of a call center never being asked about offering fulfillment services is strange, however, this was truly the first time. I stumbled over myself, as I always seem to do when surprised. I answered with a yes and realized that I need to change my marketing and sales approach to include this service. We are missing sales opportunities!
My eyes were opened to the fact that our entire philosophy at CLC is to integrate and partner with our clients. We want to assist them in their short and long term goals with customer “touch points”. Our goal is to provide our clients a human voice ANY time they need to reach their customer and not to be thought of as a commodity. We have done this for years and we are good at it. Our clients do not believe us to be a commodity but a long term partner.
I did not even consider that there are companies out there that do not want input and only need fulfillment of a service with no assistance needed. How funny it is to be blown away by this concept. I however, lost my way in thinking of CLC as a commodity, fulfillment department due to our integration with clients and helping them solve problem over the years.
Off I run to re-vamp our services….to include fulfillment services only. Not only will we work with companies when a touch point is needed and build a campaign with them, but we will provide a live person to call on our clients behalf with no input at all. A full spectrum of services from the most basic commodity to a partner that builds a custom campaign!
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2010.05.24 23:35:05
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I have been back from San Francisco for a few weeks and have been running around trying to get my act together. Ad Tech was an amazing venue and a great opportunity to network with current clients and to meet new friends. The event was extremely helpful and inspiring. To be with like-minded individuals was rewarding and worth the time and sore feet, I experienced!
I have been back in town focused on how to propel our services and capabilities into new markets. I have been working on the AdWords campaigns; I mentioned earlier in my blogs and have been receiving some success. This is encouraging being that I am not proficient in the marketing plan, as I confessed early on. There is an Adwords convention/seminar coming to Denver and hope to attend. I however, believe I have some colleagues that have committed to attending…so I may have missed the boat. I am off and running with a new campaign strategy and will hopefully be seeing the rewards soon.
Oh, by the way…if you or anyone you know is looking for call center services, I would love to talk!
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2010.04.14 15:47:45
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Ad-Tech San Francisco 2010
I am excited to be attending this event, next week. It will be a learning experience for me and as I understand this to be a MUST attend for anyone dealing in On-Line Marketing. I go with the intention of absorbing what is happening now in the industry. I am excited to learn more about the hot new market of mobile marketing and the expanding market of social media. On-line marketing is fascinating to me, this industry NEVER stands still. It continues to evolve and mutate at an accelerated speed. I am pretty sure that I will be blown away at the options, tools and opportunity available to propel me and my company into the here and now! I look forward to learning and actively searching for understanding in an industry that has exploded over the past 5 years. I have been doing my homework so that I can take full advantage of the opportunity presented to me. I will give you a report on how it goes….
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2010.04.12 16:45:11
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Happy Monday, I hope that you are having a great day.
I am hooked on Undercover Boss and last night was the season finale. It was great, it was the President of 1-800-Flowers. He went undercover into his own operation as a "regular Joe" and attempted several different types of entry level jobs. I have to say, he did not have the skill set for some, but that is the beauty of the show. His eyes were opened to the reality of what truly happens in his organization. He understood that the front line individuals are not being taken care of. He understood that the "people" are what makes his company special and profitable, and that they were not supported as they should have been. Once his undercover assignment ended, he made significant changes to better the company. It is amazing that even though he as President did check in with the front line individuals on a regular basis, he was never privy to what was really going on. He was shown a "candy coated" version because of who he was. Going undercover allowed all pretenses to be dropped and for the Truth to show through.
I love this show because it is what we at CLC believe, your customers will tell you how you are doing when asked. The customers have no pretense with you...you may a multi-billion dollar corporation, but to them you are a regular Joe. They will let you know what you do well, what you need to work on and anything else THEY feel is relevant. We understand that the customer only cares about them..it's all about them and NOT you.
If you are brave enough to find out what your customer's really think about you, we can help. We are experts are setting up campaigns to gauge your companies strengths and weaknesses. You won't know the TRUTH without asking. For more information on how we can help you, just ask.
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2010.04.07 00:01:30
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My current project is creating and implementing an on-line marketing campaign for our company. I will be utilizing Google’s ad words and have been doing some research into areas to focus. I have a list of 20 key terms that I want to incorporate but really only have time to use 3 or 4 now and will add the others later. I have chosen the words I think the average person searching for call centers will use to search. I have to laugh; for one thing…what classifies one as “average”? I would imagine that most individuals searching for call centers would be above average, being they want to rent a call center and not manage one of their own. I am joking of course, but not wholly. I will now be using the key words to target individual out on the web looking for call centers. I am being coached by an individual that has created numerous successful campaigns and has guaranteed me that with a strategic plan and constant testing and optimizing…I too can be successful in this area. I am excited to see how it turns out…but mostly I am excited to dabble in an area that has always fascinated me and be able to utilize another channel for my marketing efforts. Off I go....
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2010.03.26 14:14:48
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Happy Friday! I am preparing for the 3rd spring snow storm in the past 2 weeks. I am almost positive that I will not miss the snow after this winter. I am ready for the summer season to begin, if only Mother Nature would listen to my wishes.
When I worked Downtown, I relished the snow days, but working from home really puts a damper on the excitement of “snow days”! My kids however LOVE snow days, it is difficult to get 2 teen girls excited about anything that does not cost BIG bucks, but the mere thought of a “snow day” puts them in great moods. That is the one positive on the past 2 weeks…happy teens:)
I hope you enjoy your day, whatever it may bring!
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2010.03.24 21:37:56
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I have to say that I just experienced one of those Love/Hate moments with technology. I typically write my blog in a word document and then transfer to the website. I however, thought this time I would save myself a step and create the blog directly on the website. I should know better, I created a great blog about reputation and how important it is to be in business with high quality and reputable businesses and if you can’t be with good business partners it is best to be alone. The focus of the blog, the importance of fiercely protecting your business reputation from any negative association with a partner who has poor business practices. I thought I made some great points and uploaded to the website. So proud of myself and how tricky I was to save some time and to update the blog. I went to preview my newest masterpiece and it was gone. It vanished, and I was left with nothing. I searched the entire website to come up empty handed, at that moment I was not a happy camper. I still cannot find any evidence I ever wrote the blog. I am irritated at myself and at this wonderful technology that is suppose to make my life easier.
Needless to say, my blog is not being posted and you get this one instead. I will have to recreate my blog and re-post when I have a chance. I hope you and your technology have a better relationship.
Happy Wednesday!
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2010.03.08 17:57:48
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Happy Monday:) It has been an exciting and frustrating few weeks. I have been involved in exploring the possibility of upgrading our infrastructure. What a crazy and amazing new world! I have been working with our new guy assigned to build the plan, and wow what a talent. I am learning about the technology and all of the possibilities that exist now! I am excited to see what he comes up with. I hope to be able to announce that our systems will be updated sooner than latere, but who knows. I will keep you posted....
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2010.03.02 18:18:18
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"What do you first do when you learn to swim? You make mistakes, do you not? And what happens? You make other mistakes, and when you have made all the mistakes you possibly can without drowning - and some of them many times over - what do you find? That you can swim? Well - life is just the same as learning to swim! Do not be afraid of making mistakes, for there is no other way of learning how to live!"
-- Alfred Adler
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I have to say that I have mastered this concept. Good or bad, I am not sure at this point, but I do understand what he is saying. I used to worry about making mistakes and how I would be judged by others. Now that I am older I embrace the mistakes, I do not like them but I embrace them. I have concluded that all learning begins with mistakes. Life is funny...
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2010.02.05 14:26:55
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Well, this is a little embarrassing... I have not uploaded a post in days!
I am not sure where the past 2 weeks have gone! I have been in a focused "move ahead" zone and have forgotten to update the Blog! The strange thing about the no post is that I have thought about or run across numerous ideas to write about, but just have not followed through.
As of next week, I will update the site on a regular basis...another reminder that I can get so involved in my own life/business that I forget to keep in touch with what I know needs to be taken care of.
Happy Friday!
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2010.01.28 22:51:49
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I read the most inspirational post on Facebook last week. In a nutshell the gentleman who posted indicated he was riding the bus on his usual day to day routine, but this day he sat next to a lady( a perfect stranger) who he cried and comforted. The woman was on her way to the hospital to visit her son who was seriously injured, however she was notified in transit of his passing. She and this gentleman where comforting and crying together the entire way to her stop in front of the hospital ….what an amazing story of humanity! It still gives me goose bumps… I am amazed at the compassion of this man to console a perfect stranger on what must have been the absolute worst moment of her life!
I strive to be a good person: caring and compassionate, but I am not sure if I could have done what this man did. I was humbled to read this post and to know this man…is only 17 years old. He is an amazing individual and when I grow up, I want to be just like him! I share this message with you, to inspire you…and encourage you, as I was both inspired and encouraged.
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2010.01.25 16:29:53
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Happy Monday! I spent the weekend hibernating...not necessarily the best use of my time, but a viable option!
I spent last week dealing with many different projects and even though the tasks were short lived, the energy it required took its toll on my spirit/body. I am happy to report that some down time has recharged those reserves and I am looking forward to the challenges and assignments I have this week.
I hope that each of you has a prosperous and productive week!
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2010.01.21 17:41:35
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I had the privilege the other day of meeting a gentleman that really had the full spectrum of customer retention down to a science. He nailed almost every aspect of the customer buy cycle. I had requested to meet him because it seemed from the paper trail his company has left on the internet that he could give me some great insights.
I have to say that I was thrilled to meet with him and to see what he has been able to accomplish. He is not afraid of scrutinizing and optimizing every aspect of his business. It was a refreshing look at a company that was NOT struggling in these economic times. His approach is based off of what we at CLC recommend. He builds relationships from the very beginning and follows up with care and concern and human touches with every contact. These strategies are often overlooked in most companies, but because he has done all the things he needs to and continually improves his systems he is excelling in an industry that has been hard hit.
I left the meeting with a sense of pride…not only for him and his business, but for Tom. Tom really understands how to create systems that not only generate new customers but keep customers in a kind and thoughtful way. I know the principles Tom preaches are absolutely the way to gain customer loyalty and increase profits! Read the articles Tom has written and see for yourself. His insights are on target and geared at helping his clients make and retain more money!
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2010.01.19 21:47:59
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"Practice isn't the thing you do once you're good. It's the thing you do that makes you good."
-- Malcolm Gladwell
A simple principle but something I do not really enjoy doing. I must admit that I often think that practice is something that can be skipped, why do it?
Today I was reminded on why practice is a step that should not be skipped. I fell flat on my face today when I attempted to pitch a sales presentation that was new and obviously not rehearsed thoroughly.
I did stumble through, but the fear of falling on my face in front of LIVE people, was terrible. I am not sure of the outcome, but for sure I have learned a lesson!
Practice, Practice and Practice…it does make perfect!
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2010.01.14 16:37:33
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The other day I contacted a marketing director looking for help. I was requesting some time to help me understand the ins and outs of the industry they worked in. I was rejected. I was not surprised by the rejection to meet, but for the reason why. As I mentioned I was requesting time to meet to be educated about their business…my motive was to see if our business model made sense in their industry. The person questioned what my purpose was and I explained. Then we came to the question of what my company did. I explained that customer retention was our area of expertise, at that moment the tone of voice changed and I knew I was done. I had inadvertently hit a nerve. Here is what I find interesting; she instantly said she was not interested and that she does not have the budget or the time to speak with me. She indicated that her IT department was working on something to help with the retention problem. I again explained I had nothing to sell and was just looking for information, but she had shut down. She indicated that retention was a problem and that she was well aware of the issues, that it is something brought up each week in their sales meetings. However, the problem exists because of a lack of resources and time. Without another word, I understood that her industry was the perfect candidate for our services. My hunch had been that the employees were stretched to capacity and that budgets had been slashed and the resources were scarce or non-existent. I learned more from her explanation of why she didn’t need my services or what she thought I had to sell, than I probably would have meeting her face to face. It is surprising to me that when people who are in desperate situations are determined to stay in that position. I have not given up on this lead, I think we can easily assist her organization and provide her additional revenue, reduce her time restraints, reduce the churn rate and increase the retention rates.
As Nike, so elegantly says, “JUST DO IT”. We, at CLC are here to walk with you and guide you through the other side….to SUCCESS!
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2010.01.12 20:40:48
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I just read the best statement! It made me stop and say "hmmmmmm" ....I love when a statement challenges me!
Here it is....
Stop running away from those who LOVE you. Go where you’re celebrated not where you’re only tolerated!
Is that not a refreshing take? I just love the thought,. All of us have people/clients/customers who LOVE us! Why do we seek the approval and the frustration brought on by those who do not LOVE us? The ones, that no matter what we do - will not ever be more than tolerable of us and/or our service. We all offer something special and spending time on those that just tolerate us is a waste of time and money. We NEED to be spending the time and our resources on those who LOVE us, or at least want to LOVE us.
I am going forth looking for people who LOVE me and will spend less time and energy on those who just tolerate me. I am worth celebrating and I would like to be surrounded by those that agree.
We at CLC strive to be our best and provide our clients with the highest quality! We assist our clients in doing the same with their customers. We realize that no matter how hard a company or individual tries, there are some people/customers that just can not be saved and will NEVER be satisfied! Learn from these situations and correct any operations or internal issues that have shown up and move on. Give yourself time to be LOVED by your clients, but if you aren't loved and cannot salvage the relationship know that it is okay! Learn from the situation and know you can't save all of them! Continue to provide top notch service to those who LOVE you and more will come!
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