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Is
Telemarketing For
You? |
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1.
Experience |
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The
experience of a teleservices
vendor is critically
important to the overall
success of your program.
A skilled teleservices
vendor that has the
expertise within the
vertical spaces that
you represent will
be able to achieve
significant and measurable
program performance.
The primary goal of
a focused teleservices
vendor will be to
collaborate and provide
feedback based upon
their knowledge basis.
That experience and
knowledge will position
your program for success.
Every campaign that
a teleservices vendor
executes contributes
to the learning process
and allows the vendor
to build proven methodologies
that are designed
to increase revenue,
decrease costs and
improve program efficiencies.
It is very difficult
to parallel the experience,
knowledge and techniques
that successful teleservices
vendors integrate
into every program
they execute. The
cost of duplicating
and proving the concepts
of telemarketing are
prohibitive and require
tremendous resources
from your organization.
Outsourcing to a proven
and experienced teleservices
vendor will not only
reduce costs, they
will ensure consistent
execution of producing
sales, generating
leads and servicing
your clients. |
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2.
Technology |
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To
compete in the U.S.
teleservices market,
a qualified teleservices
vendor must have a
robust technology
platform designed
to support their organization.
Equipment such
as predictive dialing,
digital recording,
IVR, reporting, training,
Web call back, call
accounting, E-chat,
E-mail management,
page push, quality
assurance and transaction
processing literally
costs vendors millions
of dollars to integrate.
Most businesses can't
make million dollar
capital expenditures
to start a teleservices
operation. The natural
trend is to outsource
the requirements to
a qualified vendor
who has already made
the investments to
integrate the technology.
Teleservices vendors
have the expertise
to manage the equipment
and the infrastructures
to support the people
and processes required
to run the systems.
The fundamentals of
using telemarketing
have changed very
drastically in just
the past five years.
Current technology
platforms that support
U.S. call centers
are robust and sophisticated
in scope. It is impractical,
with limited corporate
assets and resources,
to duplicate the technology
infrastructure required
to adequately run
a call center operation.
It is a natural migration
to use a teleservices
vendor who has the
required technology
in place to successfully
complete your teleservices
program. |
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3.
Cost |
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Without
question, it is more
cost effective to
outsource your teleservices
program to a proven
vendor then performing
the same services
using your internal
staff. The
economics of using
a qualified teleservices
vendor out performs
any other means including
attempting to complete
a campaign using dedicated
or shared resources.
On average, it will
cost twice as much
to complete a teleservices
campaign using your
own facilities, personnel,
equipment, benefits,
support functions,
training, hiring,
hardware, software
and telecom. The costs
involved in performing
your own teleservices
campaigns are prohibitive.
There are direct and
indirect costs that
help build a solid
case for outsourcing
your programs to a
qualified vendor.
The costs of maintaining
the equipment, personnel,
buildings, support
functions and staffing
issues are overwhelming
and work to reduce
the overall profitability
of your organization.
A skilled teleservices
vendor will have costs
under control, proven
business systems and
seamless execution
of key performance
processes that allow
them to competitively
offer you their services. |
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4.
Service |
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One
of the most important
elements of an outsourcing
model, once you are
able to move past
the cost mindset,
is the level of service
that a teleservices
vendor can offer you
and your company.
Having a competent
teleservices professional
diligently working
to service your account
is one of the primary
reasons to outsource
your programs. A qualified
vendor will have a
dedicated account
executive supporting
your account. The
account executive
will make recommendations,
suggestions, script
modifications, process
changes, database
enhancements and will
work consistently
with the agents on
your program to make
them successful. The
account executive
will make the difference
for your program so
that you can enjoy
the profitability
of your program. With
technology, personnel
and techniques all
equally important,
the only key differentiating
element of the business
relationship that
remains is the level
of service you receive
on your account. It's
like having someone
on the inside ensuring
the success of your
program. Outsourcing
your teleservices
program to a qualified
vendor will pay measurable
dividends and profits
to your organization. |
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5.
Quality Control |
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To
compete in the U.S.
call center outsourcing
industry, a teleservices
vendor must have a
complete quality assurance
program. The
quality of a teleservices
call is absolutely
critical to the success
of your program. Your
customers are the
most important aspect
of your business and
a teleservices vendor
must be positioned
as an extension of
your operation. In
most cases, the quality
systems of a qualified
teleservices vendor
will be more robust
and outperform your
internal systems.
A qualified teleservices
vendor is an expert
in the areas of product
sales, lead generation,
market research, transaction
processing and must
ensure that quality
is built into every
system, process and
touch point they have
with your customers.
Most U.S. call center
vendors will monitor
the quality of calls
they make and control
the data that is produced
from their calls.
Vendors will integrate
calibration sessions,
weekly remote monitoring,
side-by-side coaching
and third party call
evaluations, which
are performed routinely
to ensure quality.
Duplicating the quality
systems, processes,
control procedures
and technology that
ensures compliance
to their standards
is cost prohibitive.
With limited capital
resources and the
over utilization of
your internal resources,
outsourcing your teleservices
programs is clearly
the best decision. |
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6.
Performance |
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The
most effective direct
marketing tool you
have as an organization
is the utilization
of telemarketing.
The telemarketing
channel outperforms
traditional marketing
initiatives and is
more cost effective.
Qualified teleservices
providers utilize
technologies that
ensure the highest
level of productivity
and agent efficiency.
With state-of-the-art
call center management
systems, vendors are
able to track, measure
and influence a teleservices
campaign every second.
The control and management
over a teleservices
program is the top
priority of the vendors
operations departments.
The operations department
is typically engineered
with team leaders,
supervisor, managers
and directors all
focusing on the success
of your program. The
average agent to supervisor
ratio is 15 to 1 and
agent to manager ratio
is 50 to 1. With these
ratios and depth within
the operations infrastructure,
a qualified vendor
is prepared to execute
your program effectively,
while exceeding your
expectations. The
performance of a vendor
must be one of the
main attributes to
consider when outsourcing
your programs. |
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7.
Competitive Advantage |
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At
NOVUS IT,
we believe that our
competitive advantage
lies within our ability
to provide very personalized
service while producing
results that exceed
traditional marketing
methods. NOVUS IT
has a complete client
support team that
includes dedicated
account management,
operations, quality
control and information
technology. Our seasoned
professionals act
as a team to service
your every need. NOVUS IT's
personalized approach
to conducting business
positions our team
of professionals as
an extension of your
organization and allows
us to work as a team
by building trust,
collaboration, communications
and ultimately, program
success. |
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8.
Commitment |
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NOVUS IT has
a strong commitment
to quality and operational
intensity that allows
us to develop programs
successfully.
We follow the International
Standards Organization
(ISO) for quality
ensuring that every
step within our process
is defined, documented,
repeatable and measurable.
By integrating our
expert agents, operational
intensity, controlled
processes, quality
control, high-tech
applications and a
commitment to personalized
service, NOVUS IT guarantees
your complete satisfaction
and program success. |
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9.
Methodologies |
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Complete
integration is the
key to NOVUS IT 's ability
to achieve "Excellence
in Execution."
By utilizing a hybrid
of qualified marketing
lists, needs-based
proactive inbound
telemarketing, outbound
telemarketing, permission-based
E-mail, broadcast
faxing and targeted
direct mail, NOVUS IT is able to outperform
traditional marketing
initiatives. We firmly
believe that a successful
campaign must begin
with a successful
relationship with
our clients. Your
specific needs drive
our program planning,
implementation and
execution of your
campaign. Our team
of seasoned professionals
set performance levels
based on your expectations. |
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| 10.
Corporate Culture |
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NOVUS IT is
made up of a young,
aggressive, customer-focused
team of professionals
that believe in interactive
technology, proven
methodologies and
integrated direct
marketing disciplines.
We believe
in a culture that
allows our associates
to explore improvements
in processes, enhancements
in customer relationship
management and activity-based
operational systems.
NOVUS IT encourages a culture
that allows information
to be freely exchanged
at all levels of the
organization. We promote
an atmosphere where
associates are empowered
to help the organization
grow while exceeding
the needs of our customers. |
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