22 Feb

Why SMEs need Telesales & Appointment Setting?

In recent years, the BPO business model appealed not only to startup companies and conglomerates but also to small and medium scale enterprises (SME). Having few employees doing in-house call center functions limit the company growth. It overworks the staff which usually leads to burnout or loss of motivation as productively innovative workers.

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Outsourcing lets SME business owners define the scope of work assigned to each core employee who can then perform their prime duties effectively without any distractions in achieving the company’s goals, vision and mission.

Outsource vendors handle all the telecalling, monitoring and reporting required by SMEs. Here are some reasons SMEs should resort to outsource their various telemarketing’s functions like appointment-setting, telesales and telecalling to experts:

  • Cost Effectiveness
  • Skilled Professionals
  • Language Proficiency
  • Culture Adaptability
  • Service-based Orientation and Training
  • Data Mining and Lead Generation Avenue

Outsourcing companies handle the intensive recruitment process from interviews, hiring and training. They have a team of recruiters who recruit qualified skilled professionals without disrupting the core operations of the outsourcer.

BPO telemarketers have been trained not only in the telesales, appointment setting and other telecalling activities but also in speech modification exercises to develop a neutral tone that customers will find audibly coherent.

English language proficiency is carefully scrutinized along with culture adaptability that prevents miscommunications with customers. Aside from a specialized script, agents have a rich word bank which enables them to effectively communicate, set appointments and achieve sales targets for outsourcers. This is a huge advantage. Speedy transactions with minimal agent slip ups mean more lead coverage and potential sale. Language is a non-issue.

Agents are also capable of servicing their clients effectively. Their training and office culture cultivates their ability to blend into different cultures. Outsourcing companies ensure that agents are able to deliver a brand’s vision out in the market during the sales process. They are flexible to receive feedbacks from customers which will be later reported to the outsourcer who can apply innovations to better serve the public and discover new perspectives that will aid in product development in achieving continued growth.

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Workwise, absenteeism will never be a work disruption issue. Outsourcing companies have sufficient manpower to handle the demands and workload. Aside from supervision and management, skills and product update trainings are conducted by qualified trainers to keep each agent up-to-date with client requirements and market trends.

Agents are also capable mediators. They can relate to clients easily and offer the best allowable pre-designed solutions allowed by SMEs to its customers. The outsourcer, then, wouldn’t have to endure the stress of pacifying unhappy customers. From surveys, outsourcers reported savings of 50-60% on operational cost, customer retention along with above-average marginal growth rate resulting to improved market and KPI metrics results.

Minimum wage is cheaper for entry level positions ranging between US$300 to 400 dollars. This is 40-60% cheaper when compared to the pay rate in industrialized countries. The low labor and cheap rental cost incentives are among the main reasons for outsourcing. For businesses, this is a win-win opportunity. Savings will always mean increased profit margin. For inquiries, you can write to bd@athl.com.hk

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