Differences between Inbound and Outbound Telemarketing

inbound and outbound telemarketing professional

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You can say what you like about speaking to customers about your products or services, however inbound and outbound telemarketing remains an effective method that has been delivering results to businesses across all sectors, even in the technological age.

Telemarketing in the digital age

Many people think that telemarketing is outdated as it is a traditional method to sell products and services, particularly where more and more businesses are using sites and platforms on social media to connect with their customers. However, such a statement is a broad generalization, which upon closer scrutiny could be challenged with actual data and facts.

A significant shift to digital is taking place over the last few years it is not surprising that many believe telemarketing would be a thing of the past however, multiple studies have revealed that the majority of consumers still prefer speaking to an agent via phone instead of conversing via social networks or other platforms to talk about a service or product they are interested in.

Telemarketing is the act of the introduction of a product or service to potential customers via telephone calls. Direct marketing involves sales reps or sales agents contacting and vetting potential clients at a call center, at home, or in the office according to the work arrangement. It can be utilized for sales lead generation and surveying, event marketing as well as market research, to name a few.

Based on the business you run, telemarketing can either be B2B or B2C. We are most acquainted with B2C telemarketing which places an emphasis on customer data and sales. However, B2B telemarketing, however is more focused on establishing relations with other companies, as opposed to the actual sale of items or services.

Inbound vs outbound telemarketing

No matter if you’re interested in B2C or B2B, you need to be aware of the distinction between inbound and outbound telemarketing. Although inbound and outbound telemarketing has similar functions, however, they serve different goals. There are also distinct characteristics between inbound and outbound telemarketing that you should be aware of to get the most benefit of this strategy for marketing.

Inbound telemarketing is a method of marketing in situations where the client first gets in touch with the company. It’s proactive telemarketing to customers who already are interested in your products or services. Most likely, they are familiar with your company through your blog, website articles, ads, social media campaigns, or other pre-sales actions.

In this case, the job of your inbound telemarketers will be to answer the customer’s questions and provide information in as much detail as is feasible. Sales agents must know the needs of the customer and how their product could assist. The information you provide can help the client make a choice to place a purchase.

Inbound telemarketing typically includes making use of Customer Relations Management (CRM) tools that manage inquiries and calls across various platforms, ensuring that you do not answer any questions that aren’t answered. Tools and techniques for CRM are essential in capturing customer data that can be utilized for future campaigns.

However, outbound telemarketing is the most proactive type of telemarketing since it involves your representative directly calling prospective customers to present or promote an item. Outbound telemarketing generally involves a long process of gathering information and identifying potential customers prior to making the phone call.

Since outbound telemarketing involves unsolicited phone calls, it could be difficult to locate customers who will be interested in your product. Agents will be confronted with cold-calling prospects who might not be willing to spend just a few minutes to find out more about your product. This kind of rejection is not uncommon however, there are strategies available that dramatically increase your chances of success.

When they make calls, agents typically adhere to a written script that allows agents to establish rapport with the prospective customer. The same script contains an outline of the most important issues to discuss regarding the product and how it will benefit people in their everyday life. One method for outbound telemarketing is to identify and reach out to the decision-makers in an organization or household because they typically possess the buying power to make use of the product.

Best practices in telemarketing

The process of reaching consumers has become increasingly difficult with the rise of a variety of digital platforms. Certain groups of people would flock to one social media site while others would migrate to another. It is crucial to connect with customers regardless of where they may be in the online world, business leaders who are smart will never ignore the importance of contacting customers via phone.

Telemarketing might seem old-fashioned in some circles, but with an appropriate set of tools and strategies, it could bring you not just regular customers, but long-term customers which are hard to find amid the data noise that is a part of the world of digital. There are five methods to increase the effectiveness of inbound and outbound telemarketing as an enterprise strategy.

Set your goals

Don’t begin a telemarketing campaign without having specific goals and objectives. Are you aiming to focus on lead generation or event promotion marketing research, and closing sales? Setting a clear purpose will allow you to determine whether you should concentrate on outbound or inbound calls.

Know the law Know the laws Know the laws

Some regions of the world have regulations in relation to cold-calling. For instance, the United States and Australia, for instance, have Do Not Call lists. Users on this list are only able to receive calls from businesses that do not offer any products or services.

Data is the key

Before you embark on a flurry of calling out the sales force, it could be better to start an account profiling campaign to identify which prospects you should follow up with. If you receive calls from inbound take advantage of the opportunity to gather as much information as you will require for future campaigns as well as follow-up calls.

Hire qualified professionals

Telemarketing is an area that requires a particular ability in communication. You must select the right person for the job. Professionals who are not only good communicators, but also eager to represent your brand, products, and services.

Leverage global talent

The search for qualified individuals to be the ones to lead your telemarketing initiatives can be a challenge especially if you’re located in an area that has a talent shortage. Why limit your reach to the local market when you can tap into worldwide talent by outsourcing sales to inbound and outbound agents?

Outsourcing can be a cost-effective option to build an experienced marketing and sales personnel. The top outsourcing destinations such as the Philippines provide a variety of highly skilled professionals that are able to produce results according to the specific requirements of your business.