In - House Telemarketing Campaigns

In-house telemarketing campaigns, with your own staff and resources, offer some real advantages. While direct control likely is the greatest benefit, others exist, too.

• Your call team is 100 percent dedicated to your project.
• Your personnel are down the hall, not across town or across the country.
• You can quickly and easily make changes to your "script."
• Your call team has direct access to customer information, order history, etc.
• You can hand-pick who is representing your company.
• Your product will be more "personal" to your own employees.

Depending on the size of your operation, however, some things are worth careful consideration:

• Personnel. Hiring experienced personnel can be tricky – you want someone who will represent you and your company well.
• Training. Even experienced sales representatives need to learn about your company, its products, your industry, the lingo, etc.
• Motivation. Sales callers take a lot of rejection. Are you prepared to constantly motivate them verbally and with other incentives?
• Supervision. In addition to the callers themselves, you may need to hire a call team manager and supervisor. These professionals not only supervise and coach the callers but also monitor daily and weekly call goals.
• Space and equipment. To be effective, telemarketing personnel need a comfortable, clean, quiet and professional workspace, as well as up-to-date computers with large monitors; and user-friendly call center software.

  A good software product should feature call queuing, efficient data entry, email/social media capabilities; and links to online information. Additional requirements include:

  • Telephones
  • Headsets and adequate phone lines for all call center staff
  • Ergonomic furniture
  • Scripts to standardize communications, updated as needed
  • Leads and call lists
  • Experienced staff with good telephone skills and phone voices
  • Management personnel with experience in telemarketing and hiring telemarketers
  • Staff compensation plans with incentive bonuses
  • Scheduling developed to accommodate an ideal four-hour shift – considered the most efficient calling period to keep the telemarketer fresh and alert
  • System monitoring to keep the message crisp and quality-controlled
  • Potential for call recording

Whether you opt for an in-house center or go with outsourcing depends on factors built into your particular marketing plan. If you are willing to invest in the infrastructure and training to get the job done, then in-house is the way to go. Additionally, if your product or service requires in-depth technical training, or if telemarketers will need direct communication with decision makers, in-house makes sense.