So you’ve decided to take the plunge and launch your telemarketing campaign. Smart move, especially if you’ve chosen to outsource by hiring a telemarketing services company. All telemarketing firms operate differently- it’s important to choose a company that is a good fit for your business, and one that has experience working towards the goals of your campaign. For example, many firms specialize in lead generation or telesales, while others focus on inbound helpdesk or customer support. Evaluate telemarketing companies based on their strengths and experiences. Here are a few things to consider:

Telephone Service Representatives (TSRs)
TSRs are the heart of the telemarketing company- they’re often the first impression many potential customers will have of your business. Telemarketing companies that boast high levels of call center employee satisfaction are good choices- these firms generally have better sales records because TSRs have a positive impact on customers. Ask how a firm hires sales representatives, what TSRs are paid, and if they earn bonuses or commissions for sales made. High employee turnover rates are a bad sign- when TSRs leave frequently, it’s usually because job satisfaction is low.

The demeanor and professionalism of the TSRs goes a long way in ensuring the success of your campaign. Representatives should be professional and polite when communicating with potential business leads. You may want to have TSRs perform “mock” or trial calls, or even schedule a training session with one of your own salespeople.

Cost
While you shouldn’t choose a company based on cost alone, you should definitely make sure that you can get the services you need at a price that is within your budget. Compare several telemarketing company quotes- since companies follow different billing structures, it may take some time to get an idea of the “real” monthly or project cost. Make sure you pay attention to “monthly minimum” charges and per-minute rates, which can add up quickly and significantly raise your total cost of services.

Tracking and Monitoring
Tracking and monitoring functions can make your campaign much more effective- you’ll be able to monitor sales results as sales are made and lead generation information, and make adjustments to the phone script or call guidelines as necessary. Most firms use some form of tracking software to record the number of calls made, the time the calls are placed, and the length of time spent on each call. You should also track total outbound sales and revenue per TSR or per phone list in order to effectively estimate the revenue produced from the campaign.

“Do Not Call” Compliance
Telemarketing companies are required to comply with several different federal, state, and local regulations that set guidelines for phone solicitation. In many cases, your business can be fined or penalized if the company representing you in phone sales to customers violates these rules. Make sure the company you choose has an effective way to “block” Do-Not-Call numbers from phone lists or otherwise eliminate the potential for violations.