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Research indicates that more and more companies are adopting a telemarketing strategy
as the spearhead for their marketing initiatives. These initiatives are increasingly
seen as being concerned with customer relationship management. This medium, effectively
coupled with other converging media (web-based, digital interactive TV, e-mail,
etc.), allows one-to-one relationship marketing on a scale that is unrivalled by
any other medium. It is this advantage that can make all the difference to a company's
ability to develop and grow markets.
ccITP (Call Centre ITP) intends to market a full telemarketing service
to SME's in the Highlands and Islands area initially.
ccITP exists to target and market contact centre services/telemarketing to SME's
by offering a full and flexible service and competitive price structures.
Our services include:
- Appointment Setting
- Lead Generation
- List Cleaning
- Seminar Booking
- Market Research
- Inbound Telemarketing
- Outbound telemarketing
- Interactive e-marketing
- Database management
ccITP provided an 0800 service to Highlands and Islands Enterprise
for the “Speak up for Broadband” campaign. The campaign was designed to
encourage consumer broadband registrations
throughout the HIE network area. The service also provided information on
broadband developments and ISP broadband offers.
ccITP have managed, on an outsource basis, the Macrae and Dicks, Scotland, MOT and Service
booking service. Within this role, ccITP have effectively managed all bookings and
provided feedback on customer service.
This service involves a telemarketing account agent making outbound calls
to prospective companies on a clients behalf:
- Identifying and confirming the decision-maker's contact details.
- Introducing a client company and their products and services with
the objective of making confirmed appointments or sales-leads for
marketing teams.
- Prospective clients frequently ask to be sent company or product literature before
they will consider setting up a meeting. In this event, ccITP can send
out information, with a
personalised 'mail-merged' letter, to seriously interested parties.
- This mailing will be followed up 2-3 days later with the intention of
making confirmed appointments or sales-leads for marketing teams.
- The outcome from each telephone call and any additional market intelligence
will be made available at the end of each period. This information
will become a valuable register of prospective leads that ccITP can use
for follow-up contacts
with new information or proposals in order to secure a meeting. The register,
which is updated daily, will become client property at the end of the campaign.
List cleaning is the process of confirming contact details and enhancing contact
records with additional information such as e-mail or website addresses. The cleaning
process involves ccITP telemarketers calling prospective companies (from either a
client list or a list that is sourced on a client's behalf), confirming the contact
details and updating the client database accordingly.
Working from a script and targeted database, ccITP account telemarketers will call
the prospect, brief them on details of client seminars or exhibitions, and invite
them to participate. We will then send out formal invitations to them. A week prior
to the event, we will call the contacts again and remind them of the event. At this
stage, we can also confirm transport arrangements with them. After a contact has
confirmed their attendance, a booking confirmation will be emailed or faxed to you.
Market research is a fundamental part of any new product launch or service development.
It is for this reason many companies need to conduct primary research. After we
have taken an in-depth brief from our client, we can produce a questionnaire in
partnership that is designed to maximise the results from each and every telephone
research call. Our experienced market researchers will begin the important process
of conducting the telephone surveys. The market intelligence gathered can then be
analysed and presented to the client. The data and final report can then be supplied
to the client on CD-ROM and on hardcopy.
As with outbound telemarketing, inbound telemarketing also involves detailed preparation.
ccITP will have an in-depth meeting with the client with the aim of calculating
the expected inbound response rates. Once we have ascertained how many inbound telemarketing
stations will be required for the campaign, we will then prepare a script in partnership with the client.
This script will enable all respondents to be greeted in the same manner, their
requests to be processed in the same order and with the same details recorded (as
specified by the client). This scripted response will minimise call times and, therefore,
increases the amount of calls that can be handled per day by each operator. For
this type of call handling we would set up a dedicated telephone line, usually a
Freephone number. As part of our fulfilment services we can send the literature
out to respondents on request. Of course, if you prefer, details of all requests
can be forwarded via email as often as required.
Before embarking on an outbound telemarketing project an account manager will visit
you at your company premises to gain an in-depth understanding of the nature of
your business, your unique selling points and your campaign objectives. Working
closely with you, we then:
- Prepare a script/call guide.
- Source/build a suitably targeted database of prospect companies.
- Customise our contact management system to fit your requirements.
- Customise our reporting templates and agree a series of quality control procedures.
- Train the account manager who will be working on your behalf.
The pace of technology development in recent years, coupled with a shift towards
integrated customer services and telemarketing, has changed the face of the modern
‘call centre’. This evolution from the traditional voice only call centre to the
web-enabled contact centre has led to the development of a new range of services
generally called Interactive E-Marketing. These services include E-mail Marketing
and Web-enabled Customer Services. E-mail Marketing is the process of broadcasting
a targeted e-mail message or a series of messages to a selected database. The e-mail
marketing process includes;
- Building a targeted and profiled database.
- Constructing a suitable email message (either in plain text or html).
- Testing the email address.
- Broadcasting the email to the targeted database.
- Analysing the data and producing an online report that shows the outcomes of
each email message (successful, bounced-back and hotlink users).
"Knowledge is power" is a phrase that could have been written with database management
in mind. ccITP can design specific, tailor-made database solutions that fit client
needs.
With many years of database design experience, our team of business professionals
are well placed to advise on all aspects of database management, from advising on
the best contact management software for your campaign management, to software installation
and training. Our database management services include:
This process consists of manually entering data from a paper-based format into an
electronic format.
Using our database enhancement software, we will search for duplicate records within
a database and remove duplicate records where found. This process can be tailored
to fit your reduplication rules.
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