Today, we live in a world of varying communication platforms – from Facebook to Twitter to video to Web chat – and that’s just a sampling. Although the multi-channel contact center is heavily driving the way customers choose to stay social, companies must still continue to invest in the good old telephone. Actually, for many customers, it’s their preferred choice. In fact, a 2012 Forrester survey shows that 79 percent of consumers prefer a phone conversation when compared to other forms of customer service interaction.
When it comes to telemarketing, the phone conversation is critical. For those looking to ramp up their telemarketing campaign – because let’s face it, it can be a challenge – there are plenty of considerations that go hand in hand with implementing powerful telemarketing software. Here are six things you need to stop doing to get operations going and profits flowing in.
1. Lack of Segmentation
The entire point of investing in telemarketing services is to connect with customers who appropriately fit your target audience and/or demographic. Otherwise, you’ll be reaching out to customers who are unlikely to spend, and this is a huge waste of time, effort and money. Segmenting your customers means higher predictability, and thus, higher profits. Did you know that almost 60 percent of all people targeted by telemarketers are 50 or older? Rethink your strategies according to who you’re calling, not just what you’re selling.
2. Letting Data Collection Slip through the Cracks
Not every call goes as planned. This is an inevitable fact in the telemarketing industry, but just because a call may end up unsuccessful doesn’t mean the data collected throughout can’t be put to good use. In fact, it never should be. Reign in that valuable data and leverage it to better understand the market, your customers, and how to ultimately build an unbeatable business strategy.
Stay tuned for the next two suggestions, coming soon. For more telemarketing facts and figures, click here.
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