Telemarketing in the Philippines - FAQ

Who supplies the call data and prospect lists?

Many telemarketing services are able to offer their clients call lists at an additional cost to the client. While this is convenient for the telemarketing service, it doesn’t always represent the best value for clients.  BPO Resources Telemarketing recommends that our clients purchase their call data from any one of a number of vendors. This represents your best value, because there’s no extra margin involved and the data is licensed to you, not to the telemarketing service.

How much time should we allow for a telemarketing campaign?

20 to 30 days is an optimal time frame for running your telemarketing campaign, although some campaigns can be run from start to finish in as little as 10 days effectively. Depending on the nature of your marketing strategy, campaigns can be run periodically over the long term, targeting different market segments, demographics, and geographic locations. Inbound telemarketing campaigns, call center services, and help desks can run indefinitely. 

Should I send out printed marketing material and mailers before starting my telemarketing campaign?

A postcard blast or other direct mail pieces are great ways to advertise your products and services before a telemarketing campaign begins. Utilizing our telemarketing services to follow up on these mailings will greatly increase the success rate for these mailings in most instances.

How soon can my telemarketing campaign be set up and running?

Simple campaigns and call center services can be set up in as few as one or two days, following staff selection, while more complex programs can be set up in as quickly as five business days depending upon your availability to participate in the training process. This allows us to prepare the data, train our telemarketers on your account and make sure that your staff is ready to begin.

How will my company and BPO Resources work together?

Once you and your account representative agree on the terms of the campaign and on the telemarketing script content, we can begin running your campaign. You have the option to participate actively in staff selection for your campaign to ensure that the representation of your organization is of the highest quality.  Communication throughout your campaign is vitally important. If your campaign is not achieving the results you’d like to see, please call your account rep. There are many factors that influence the success of telemarketing campaigns. Timing, script clarity and other issues that arise during a campaign are important to us, and you can speak with BPO Resources at any point during your campaign to see if there’s an element that can be tweaked to run more smoothly. With years of experience in telemarketing services and direct sales, we’re able to offer helpful advice to assist making your telemarketing campaign a success.

What will your telemarketers say over the phone?

While many telemarketing and call center services charge extra fees for script development, BPO Resources offers this service for free. We’ll work with you to make certain that your telemarketing script asks the best questions, covers the qualification questions determined by your company, emphasizes the selling points that you want to make, and is accurately and clearly delivered by our telemarketers. Our telemarketers are trained and educated professionals, and are able to represent your company intelligently and articulately to your prospects and clients.

How will you report campaign results?

We’ll generate a daily report that’s easily converted into MS Excel format. You’ll be able to view data for your appointments, short term leads, long term leads, information requests, client contact information. We can list sales data and any other information you’d like to see. You can request call recording to hear how your firm is being represented at any time and optionally we even have the capability to allow you direct access to your agents live calls to “listen in” anonymously if you wish. Just contact your representative to make a request.

How many calls can your telemarketers make in a day?

A good telemarketer will make between 100 and 125 calls per day. Depending on the decision making level of your prospects, you can expect 35 to 55 contacts per day per staff member.

Who will make the calls?

BPO Resources recruits sales professionals from a wide variety of backgrounds who are interested in telemarketing and customer service. Our telemarketers are fully trained customer service agents, and we aim for our telemarketers to be 100 % familiar with the companies, products and services that we represent. We will select telemarketers who possess the right skill set for your company’s telemarketing campaign. We’ll closely monitor their work and make changes depending on their level of success.

Can you answer my inbound customer service calls quickly and free of busy signals?

BPO Resources accurately monitors  a variety of call metrics. Our call drop rate is extremely low compared with our competition, and our average speed in answering inbound calls around 5-7 seconds. Our real time statistics show how quickly calls are being answered and we challenge our telemarketers to improve their Average Speed of Answer and to decrease their Abandon Rate constantly. Our telephone switch has virtually unlimited ports and can be scaled up or down based upon client demand so busy signal are rarely if ever received by your client.

Do you have enough telemarketers to handle my volume of calls?

BPO Resources currently has over 50 staff seats and can expand up to 250 or more upon demand in our current facilities. Our staff is hand selected from a global talent pool of educated, experienced, and qualified applicants. Our average staff member holds a 4 year college degree and has over 2 years or more experience working in a call center or telemarketing environment.

How familiar are you with my industry? Do you have employees that specialize in my industry and understand the sort of campaign that would be appropriate?

Because we recruit professional telemarketers who possess broad sales knowledge gained from work in many industries and professions our agents have a broad range of industry knowledge. We take training as a very serious and important piece of any campaign or staff position and knowledge of your specific company’s products, services, history, mission, and culture are critical to the global talent resourcing model we adhere to

Are your telemarketers adequately supervised? What is your ratio of telemarketers to supervisors to ensure that this is being done effectively?

At BPO Resources, we have one supervisor for an average of 5 to 7 agents depending on the client’s needs and campaign or staffing position.

What guarantee can I get that the privacy of my information, prospect lists, and clients’ information will be protected? Are you prepared to give me that guarantee in writing?

At BPO Resources, your privacy and the privacy of your client information is our highest concern. We do not spam or share lists, we divulge to any third party our subscription list or any information shared by your campaign’s participants, and we do not share our client list unless approved by you. BPO Resources protects our clients’ information from unauthorized outside access by means of facility security, software, and hardware firewall combinations.

If your system goes down, how can I be assured that it will be reinstated immediately? How many full-time technicians do you have working exclusively for you?

Downtime is a concern for any business and we have taken precautions to prevent unnecessary downtime allowing us to achieve well over 99% uptime ratios. With onsite backup power, redundant telephone and internet connections, backup phone switches and servers and constant performance monitoring by our full time network staff you can rest easily knowing that we are up and running servicing your companies needs.