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In today’s competitive business environment, companies
offering different products and services need to resort to
various marketing tactics to reach prospective customers.
Telemarketing has emerged as one of the most crucial marketing
methods in recent years. The question that arises is should a
company rely on in-house staff for its telemarketing and
telesales or hire the services of specialist firms.
In recent years, more and more businesses are outsourcing
their telemarketing and telesales work to companies that have
expertise in offering such services. By doing so, a business can
concentrate on its core areas. However, this is just one of the
reasons behind the growing popularity of outsourcing of
telemarketing and telesales services. The other reasons that
justify the decision to outsource are the following:
- Less Expenditure: If a company decides to hire
personnel in-house to take care of its telemarketing and
telesales services, it would need to spend considerable
amount of money and time on the hiring and recruitment
process. In addition, the cost of building the
infrastructure and maintaining an entire telemarketing
staff, even during the lean periods where number of calls
made is much lesser, does not justify the benefit the
company would enjoy in return.
- Optimum Number of Staff: The business environment
is highly volatile. Sometimes, much effort is required in
telemarketing services, while there are times when only a
few calls are required to be made. While the company could
afford to maintain a leaner staff during the lean season, it
would have to bear the opportunity cost of not being able to
use the infrastructure which has been built for carrying out
the telemarketing and telesales service in-house. So, if it
decides to outsource this job to a specialist firm, it can
ensure a well-staffed team all through the year, as per the
requirements of the business.
- Saving on Training Expenditure: Telemarketing
staff need to be adequately trained for being able to make
quality calls and generate good sales leads. After all, a
business cannot succeed with a less professionally trained
staff. An appropriate training program needs to be designed
which could provide up to date information about the company
and its products. However, it would require a lot of time
and money to design and implement such an intensive training
program. The solution, in this case, would be to outsource
telemarketing services to a professional firm with many
years of experience in imparting training to their
telemarketing staff as per the requirements of their client
companies. Such a company can also distribute the cost of
training among various clients.
- Rules and Regulations: Businesses usually need to
deal with many legal issues. Various regional and federal
governments have also come up with several rules and
regulations to govern telemarketing. Since these regulations
change from time to time, it becomes difficult on the part
of a company to keep a track of the same. However, for
professional telemarketing companies, it is their job to
ensure that telemarketing calls made by their staff comply
with the rules and regulations.
So, outsourcing of telemarketing services to a specialist
firm will bring many benefits for a company. However, the
decision would still depend on a number of factors like the
whether the benefits accrued outweigh the costs incurred. So, it
is always advisable to analyze the cost-benefit ratio before
going in for outsourcing. |
