TRENDS IN TELEMARKETING BY : SACHIN BHATIA VICE PRESIDENT - DRISHTI Agenda Introduction Tele-Marketing Let’s Define it Perspectives and Trends Customer Geography Compliance Outsourcing Technology Putting it all together Takeaways About Us QnA and Closing Remarks
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TRENDS IN TELEMARKETING
BY : SACHIN BHATIA
VICE PRESIDENT - DRISHTI
Telemarketing The business of selling products or services by making unsolicited telephone calls to potential customers.
Telemarketing (known as telesales in the UK and Ireland) is a method of direct marketingin which a salesperson solicits to prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.
Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing. Telemarketing has come under fire in recent years, being viewed as an annoyance by many.
WHAT SHOULD WE CALL IT TODAY
BIG QUESTION: WHAT WILL WE CALL IT TOMORROW?
What has changed?
DEFINITION OF TELE-MARKETING.
Telemarketing is a PROCESS to offer a product / service to a customer who requires it, at a time when he requires it. The CHENNALS include SMS, Email, Web, Phone, Fax to reach the customer in a NON-INTRUSIVE manner.
It is often supported by MARKET RESEARCH with clearly established needs and technology that allows reaching the customer in a most COST-EFFECTIVE manner.
Lets Gaze into the crystal ball
From Need to Sale -> 20 Minutes
Customer - Trends
Compliance - Trends
Inhouse vs Outsource
Outsourcing - Trends
A system used to automate outbound calls and direct them to an agent when a live person answers. Predictive dialing screens out answering machines, busy signals or operator intercepts and records the results
ACD is an acronym for Automatic Call Distributors, a telephony term for a facility that automatically routes incoming calls to the next BEST AVAILABLE AGENT.
A communications system that includes three or more of the following elements: voice, unified messaging, video, mobility, web/data collaboration, conferencing and presence management.
WFM / Analytics
A set of tools to monitor, Measure and improve productivity. It also allows to forecast and plan workforce as per desired service levels.
Technology - Trends
WLCI offers Advanced and Professional level programmes in Business Economics, Advertising & Graphic Design, Fashion Technology and Media for undergraduate and graduate students. In addition to WLCI certificates, their students are awarded internationally recognized diploma by Weighan & Leigh College U.K.
WLC markets through TV, Radio, Web and Print media and the prospects contact the institute via Toll Free Phone Numbers, Premium SMS Numbers published, Email, Web queries, as well as Live Chat Sessions. Besides these, CSR at WLC also reach out to present students and prospects via Voice, SMS and Email broadcast.
On resolution, a Phone/ SMS/ Email notification is sent to customer
A caller can contact the university via Toll Free number/ Premium SMS service/ Email/ Live Chat
Complete Interaction Management with Helpdesk
An agent gets a screen pop with the relevant details (as per the media)
A student wants information regarding Courses offered and admissions
Query via any channel
Various Queues can be created as per university policy
Connected to SME A
Subject Matter Expert A >>
Gets connected to student A (after #9 is pressed)
Conveys admission Information/ eligibility information, but is not sure about scholarship eligibility
Conferences with SME B who knows all about scholarships
SME B talks to student while all three are in conference
Hangs up after all doubts are clarified
Student A >>
Calls the university number and hears IVR options
Presses #1 For general admission announcements
Presses #3 To know about the last submission dates
Presses #4 to know about the Admission Eligibility
Has a question. Presses #9 to speak to a customer rep
Students call up to know last semester exam scores without talking to the agents or waiting in queues
IVR Module fetches information from DB
Agent connected to caller by the system automatically as soon as submit button is clicked
Name: Ankur Sharma
Query: Need information on admission
System calls the web visitor and connects agent to him
Hello Mr Sharma! We received a query regarding admissions
Customer enters name, contact info and query on the website to request immediate callback from a specific department.
Institute Name_Course Code/Query_Student’s Name SMS to a Premium Number
On accepting, Agent is connected to caller by the system automatically
Hello Mr. (Student name)! How can I help you?
Student sends an SMS to the university requesting information regarding a course or any general information.
System pops up the SMS information and asks agent to proceed with call?
Chat module pops up and agents starts responding
Want to know about my scholarship status. Can you please check and let me know
Your scholarship has been approved. You’ll see it…
Customer enters a message along with a query
System pops the message to the chat rep who can answer the questions
IVM Module throws broadcast Calls/SMS/Email to students/ faculty based on a rule. For example, change of exam can be communicated to students of a class
Step 1: Calls initiated by the dialer+ACD (IVM) Module to student list
Step 2: System plays the message to the student (E.g.: the exam time for the finance 101 exam has been changed to 4 p.m, on 29th July)
Step 3: Student hears the message related to exams
1,2,3: Message played out
The customer details are visible in this area, so a supervisor can see who’s being services
CSR and queue related information is shown in this panel, along with supervisory actions. Other tabs show important information
The supervisor can see multiple campaigns in this view, and can select any campaign to see its details.
KPI - Trends
Drishti in Malaysia
Where from Here
Moonsea Business Center
Cubicle 7, 53 Ist Floor,
7th, Cross Street West, Shenoy Nagar,
Chennai - 600 030
Drishti Philippines Inc.
14-B, Rufino Pacific Tower, 6784 Ayala Avenue,cor.Rufino St., Makati City, 1200 Philippines
53/A, 16th C Main,
4th Block, Koramangala,
Bangaluru - 560 034
Zear's Business Center
Cubical 5, 4th Floor,
God's Gift Tower,
Near Lucky Rest,
Mumbai - 400 040
Drishti Soft solutions
GP 62-A, First Floor, Sector 18, Maruti Industrial Area,
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