Telemarketing Call Management

Article Abstract:

Proper management is needed for a telemarketing program to reach its full potential. The Call Management System (CMS) is recommended. For any system to work, it is important that the largest number of calls reach the marketing center and that the number of calls by customers which might be delayed be minimized. A diagram is presented to illustrate the way calls are directed through the system. An optimum number of trunk lines are needed. A good estimate is 1.4 trunk lines per customer specialist. Case studies using General Electric and Executive Travel are used to illustrate the points made. Overall benefits of CMS include: higher employee morale, fewer missed sales, reduced personnel, better scheduling, clearer picture of trunk line needs and better resource allocation. Charts and graphs illustrate content.

Management, Industrial productivity, Productivity, Efficiency, Resource Management, Call Routing Equipment, Integrated Approach

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Business-to-Business Telemarketing: A Trend or Just a Fad?

Article Abstract:

Trying to determine whether a trend is a real movement or just a passing fad in business is difficult. Business-to-business telemarketing is one of the movements within the industry that needs to be understood and analyzed. Five characteristics of real trends are discussed: Generally, long term trends are consistent with basic values - they are part of a bigger picture. Trends create satisfaction for all parties. Trends are able to change and be molded. Trends are generally broad-based and are supported by developments in other areas. Based on these norms, business-to-business telemarketing is a going trend which should be exploited.

Business, Market research, Trends, Market Analysis, Marketing Strategy, Definitions, Marketing Research

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