Outsourced telemarketing is a strategic way for businesses to maximize their sales and marketing efforts, but choosing the right outbound call center can feel overwhelming if you’re unsure what to look for. That’s why we compiled this list of the five must-have features you should look for to help you make an informed decision when hiring a telemarketing company for outsourced telemarketing.
Start by Creating a Checklist of Your Outbound Calling Needs
Before listing out some of the must-have features of a quality outbound call center, you need to assess what your business’s unique requirements and objectives are and how an outbound telemarketing company will help you meet them.
Consider the following questions as you create your checklist:
- What are your primary goals for outsourcing outbound telemarketing? (Your goals may include lead generation, customer retention, or appointment setting)
- How many agents do you estimate you will need for your campaigns?
- What are your target markets?
- Do these target markets have any unique language requirements?
- What is the budget you’re working with for outsourcing telemarketing services?
Once you answer these questions, you’ll be able to select a qualified company to partner with for outsourcing outbound telemarketing.
5 Major Features of a Telemarketing Call Center to Look For
These are the features a professional outbound call center needs to be able to offer when outsourcing telemarketing in 2023:
1. Calls are Recorded, and Call Scripts are Documented for Your Review, Records, and Feedback
A professional outbound call center needs to record all of its calls and provide you with access to those recordings and call scripts. These assets allow you to review the call center’s performance and provide feedback to ensure your messaging aligns with your objectives and brand values. Additionally, call recordings can be used later for training or to adjust and refine your marketing strategies.
2. Outbound Calls Can Be Done Across All of the Time Zones You Operate In
If you have a business that targets multiple customers across various time zones, the outbound call center you work with must be able to accommodate these requirements. A versatile call center will provide you with agents who are available around the clock to work your campaigns to ensure that they run smoothly and that you can reach your target audience at the right times.
3. Ability to Scale Up or Down as Your Deployment Needs Change
Your campaigns will likely fluctuate with the market. For instance, sometimes you’ll need higher call volumes. A flexible outbound call center should be flexible to adapt to your business’s changing needs as the market shifts. Whether you need to scale up during peak seasons or down due to budget constraints or pauses in the market, the call center you work with should have the infrastructure and resources to adapt accordingly.
4. PCI Compliance Is Vital for E-commerce Businesses
Different industries have varying compliance regulations. Some businesses, for example, deal with sensitive customer data like financial information and thus need to work with a call center compliant with the Payment Card Industry Data Security Standard (PCI DSS). These compliance regulations ensure customers’ sensitive information is handled securely to minimize the risk of data breaches, which will lead to enhanced customer trust.
5. Confirm Outsourcing Your Outbound Call Center is More Affordable than Managing it In-House
One of the main reasons you’ll opt for telemarketing outsourcing services is to reduce costs. When you can work with an outsourced team, that means fewer overhead costs for you, as you won’t be personally responsible for hiring, training, and office equipment, among other things.
When working with an outbound call center for outsourcing telemarketing services, ask to review their pricing structure and ensure transparency to ensure there are no hidden fees and determine whether outsourcing is a more affordable solution than managing your outbound call needs in-house.
Protect Your Business with These Five Features
Working with an outbound telemarketing company can be a game-changer for your business, as it can help you stay competitive with your budget while also allowing you to maximize your sales and marketing campaigns.
However, you want to ensure the company you work with is reputable, reliable, and able to deliver. By ensuring the company you work with has the above five features, you can make a well-informed decision about what call center to partner with for outsourced telemarketing in 2023.