Program Applications
What will the new department do? Direct sales? Customer service? Support for outside reps?
Market research? Customer satisfaction surveys? Upselling, cross selling? Trade show
traffic building or? A telemarketing business plan is key to concrete planning.
Applications must be sourced to determine their impact of all of the functions of the
business. How will the department affect inventory, shipping, purchasing, forecasting,
etc.?
Goals, Objectives &
Strategies
Each application requires goals, objectives, and strategies in order to have a profitable
game plan. The mathematics of telemarketing must be taken into consideration. All
departments should be involved in this stage of development.
Development of Revenue
to Expense Projections
These projections are necessary for sound capital investments critical to the
establishment of a professional unit. Telemarketing can be extremely profitable and should
be viewed as a separate profit center. Telemarketing is NOT a quick fix for flagging
sales. Investment in this marketing tool must be considered on a par with the sales
investment for outside sales.
Database Assistance &
Formulation
Who are your prospects and how are they segmented and prioritized? We will bring to the
table over 75 combined years of telemarketing knowledge and expertise for you to exploit.
We will assist in developing plans for base maintenance, growth maintenance, and new
customers.
Script Development
Scripts and/or script outlines are critical in order to meet objectives. We will
develop all the scripting necessary to be used with the initial applications. We will then
teach your management staff how to create winning scripts. Scripts are a vital component
of telephone marketing. Scripts are not to be read in "rote" fashion, but must
be internalized by the staff member and delivered with sincerity and in their own
phraseology.
Human Resource Management
THE TELEMARKETING ORGANIZATION: An organizational chart will be developed for your
specific needs. This chart will be useful as the department grows.
JOB DESCRIPTIONS: Job descriptions will be developed for a large department so that you
have staffing plans in place as your department grows.
RECRUITMENT: We will telephone interview candidates for the new department. Those
candidates that meet our criteria will then be passed on to you for further interviews.
Controlling The
Operation
MANAGEMENT PROCEDURES: Daily, weekly, monthly, and yearly policies and procedures will be
developed with your management. Management training and coaching will be provided through
the term of our commitment.
Reports
Tracking and reporting systems will be taught and implemented with the approval of
management.
Motivation
Being on the phone day after day is a unique challenge even for the most seasoned staff.
Motivational incentives and programs must also be unique to fit your specific needs. We
will work closely with your team to lay out short and long-range programs.
Compensation
The name of the game is money! We will assist you in developing a compensation plan that
takes into consideration other employees, wages being earned by telemarketers in your
community, and other considerations so that you will not have the typical turnover
problems.
The Physical Plant
ROOM CONFIGURATION We will prepare floor plans for your new department whether you begin
with two stations or 200. Depending on your budget, we will assist in furnishings,
lighting, workstations, etc.
Telecommunications
Telephone needs - Guilbert Associates has a trained team of telephony folks who will
assist you in decisions as to whether or not your telephone equipment will be sufficient
to meet the needs of the new department. We will work with your telephone equipment
supplier and your local telco.
Computer/Telephony
Integration
We will work with you to enable integration, if possible, of your computers and your
telephone system. We will analyze your computer system to make sure that you have the
capacity to meet the needs of the business plan.
Long Distance Usage Analysis
We will analyze your current toll expenditures and the impact that increased telephone
volume will have using your current carrier. We may recommend requesting proposals from
competitors if you wish.
The World Wide Web (WWW)
The Web is here to stay and telemarketing on the Web is growing fast. We will work with
you to take advantage of this new marketing vehicle and how it interacts with the
objectives developed for the new department. We can design an interactive website for you
that will integrate telemarketing and the World Wide Web.
