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Outsourcing the telemarketing needs of your small business to the Philippines grants several advantages. The country has a lower cost-of-living, which offers savings on expenses. English is an official second language and commonly used in business and government, which improves the ability to understand American callers. Finally, the country was a U.S. Colony for 50 years and maintains close ties with the U.S. This makes Filipinos familiar with American procedures and tastes..1.
Write down the requirements you have for outsourcing, preferably in a form that you can access as a computer file. This lets you send the same information to potential telemarketing firms through email. Include requirements such as the number of agents you need, their working hours, who supplies the script and database, who supplies the phone numbers, the goals for the telemarketing campaign and how you measure success.2.
Specify the type of service you need. Inbound call services include supplying information, registering customers, providing customer service, taking orders and processing returns. Outbound call services include generating leads, setting appointments, surveys, researching information and prospecting for sales.3.
Contact telemarketing firms such as telemarketingphilippines.Net, callcenterdirectory.Net or sourceexperts.Com. All allow initial contact via the Internet, so you can send them your information. All also contact you by phone to further discuss your needs. Note these directories are industry-sponsored, with the telemarketing companies themselves providing information. There are no objective directories available. Thus, ignore any ratings or reviews in your initial approach.4.
Discuss your requirements with the telemarketing company representative upon initial contact. Ask about the number of employees and years the company has been in business, how the telemarketers are trained, services provided, costs, the reports offered and how frequently they are generated, and how you can resolve problems. Ask for a current list of clients and contact numbers. Find out whether the company is managed from the U.S. Or the Philippines. A stateside company offers the benefit of communicating with managers who are just a few time zones away.5.
Contact the people on the clients list to get their assessment of the telemarketing company. Ask them how satisfied they are with the service, how the company deals with problems and how successful campaigns have been with the company. Also ask about the best and worst qualities of the company, and what they would change in its service abilities.6.
Test out the telemarketing company’s capabilities. For outbound services, ask an agent to call you with an example such as a survey or appointment setting. For inbound services, call the telemarketing numbers on their client list and go through the type of transaction you expect. If possible, intentionally introduce problems such as complaints to see how the company manages them. Among the things to look out for are how long you are put on hold, how many button pushes it takes you to get to an agent, the English language proficiency of staff, whether the accent is comprehensible, time spent on the call and efficiency of service.7.
Choose a telemarketing company and hammer out the final details in a contract. Make sure all points agreed to by both parties are written down including costs, start and stop dates, quality promises, service measurements, guarantees and problem-solving procedures.About the Author
Aurelio Locsin has been writing professionally since 1982. He published his first book in 1996 and is a frequent contributor to many online publications, specializing in consumer, business and technical topics. Locsin holds a Bachelor of Arts in scientific and technical communications from the University of Washington.Photo Credits
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