Telemarketing Outsourcing from Influent Lets You Concentrate on Your Core Business
Is your company introducing a new product, but you’re worried you don’t have enough customer service representatives to adequately provide customer support? Have you recently launched a massive direct response campaign, but you’re afraid that your call center just isn’t up to the task? Did your company recently have a product recall or some other problem that resulted in a massive influx of calls and a disruption in your normal business routine? Let’s face it, it’s hard to quickly and efficiently ramp up the number of agents and add new workstations to your call center overnight. That’s why companies are no longer shy about going to contract with the telemarketing outsourcing professionals. There are many advantages to telemarketing outsourcing, not the least of which is that it lifts the burden of worrying about scalability and enables you to concentrate on your core business.
Telemarketing outsourcing companies such as Influent offer a full suite of services and solutions to meet all of your telemarketing outsourcing needs. Whether you are looking to outsource outbound telemarketing services or inbound call center services, Influent’s services can be readily adapted to meet your specific business objectives. Not only does Influent have the professional staff you need to handle the unexpected (or expected), it also offers the advanced technology, tools and capabilities to carry out your goals efficiently and cost-effectively -- and keep your customers happy and loyal.
In general, today’s telemarketing outsourcing companies offer far better services than they did a few years ago. That’s because they have learned that in order to succeed, they have to deliver services that are at least as good, if not better, than those already offered by their clients. Companies that offer telemarketing outsourcing have to run their operations supremely well, simply because they’re in the business of providing top notch sales and customer service – that’s what they do, their reason for being. Telemarketing outsourcing companies which run shoddy operations tend to not last long, simply because telemarketing outsourcing is very much a word of mouth business. Usually if a client finds that the telemarketing outsourcing company it hired actually hurt its business more than it helped, it not only spells the end of the relationship but also means the loss of several more potential customers.
One of the main advantages of going with a telemarketing outsourcing company is that they’re experts at hiring qualified agents. That means right-off-the-bat you get a pool of highly qualified, well-trained and very often seasoned agents who know how to handle all different types of customer interaction scenarios.
Influent hires only high-quality, motivated workers who can make sound judgment calls when interacting with even the most difficult of customers. These agents not only have the basic skill sets needed to deal every type of interaction, they also have the ability to quickly grasp new concepts and tailor their interactions based on your specific business rules or general business philosophy. This is made possible through the company’s high quality training program, which involves role-playing exercises, peer tutoring, on-the-job-training and other successful training techniques. Agents get specific product and service training with skill specific modules including consultative sales training; gatekeeper techniques; customer service etiquette; vocal control and voice quality; effective listening skills; handling a difficult customer situation; rapport building; and more. All agents must pass a final skills certification exercise, assuring a customer’s telemarketing team is comprised of professional, knowledgeable and highly qualified personnel. In addition, agents must undergo a re-certification whenever a training module is changed or updated. Perhaps best of all, a majority of Influent’s workforce is bilingual (English/Spanish).
As a result, Influent’s agents are able to make your customers feel confident and comfortable that they are dealing with a first class operation, which in turn leads to increased sales and improved customer loyalty. Influent not only trains its agents to ensure that they are on top of their game at all times, the telemarketing outsourcing company also employs a rigorous quality assurance process, with all sales digitally recorded and then verified, both voice and data.
Which brings us to another advantage of going with a telemarketing outsourcing company: You get the very best and latest in communications technology. With Influent’s highly capable IT staff, the company is able to carefully match the appropriate technology with each client’s unique challenges. The result is technically advanced, yet tailored solutions for both inbound service and outbound telemarketing and sales. Influent, like many of the best telemarketing outsourcing companies, offers an all-IP networking architecture featuring the latest in predictive dialing technology coupled with a hosted switch solution that provides for flexible and secure data exchange. All 11 of Influent’s call centers are connected via VoIP and all customer data resides on local systems. Facilitating this secure VPN is the company’s secure network operations center, located at its corporate headquarters in Dublin, Ohio.
Perhaps the real allure of a telemarketing outsourcing company lies in its ability to tailor its services to meet the specific needs of each client. Effective and reliable telemarketing outsourcing companies such as Influent take the time to meet with their clients and learn all about their business before going to contract – and before making contact with a client’s customers. In fact, this is so important to the telemarketing outsourcing company that its tagline is “Your Business is Our Language.”
So the next time you’re in a bind and expecting the deluge of phone calls to start pouring in any minute, remember that there’s a very viable option for you out there: telemarketing outsourcing. With Influent, you’ll not only get the best agents and the best technology, you’ll also get a telemarketing outsourcing company that cares about your business and will do everything it can to make your customers feel like they’re doing business with you … and only with you.
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Patrick Barnard is Associate Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit visit Patrick Barnard’s columnist page.
