Telemarketing Telemanagement

Available from Quality Contact Solutions, Inc.

Telemanagement is a term that describes the practice of managing inbound or outbound telemarketing programs for clients that outsource them to one or more external service providers. Typically the telemanagement function is performed by an external third party that has 100% responsibility for the results of one or more external service providers.

What Services Are Provided by a Telemanagement Company? Typical services provided include needs analysis and vendor selection. They will generally develop a training curriculum specific to your products or services, as well as the scripting, call guides, and tools needed by the telephone agents. Once the program is in place, they will provide daily reporting and data analysis, data transmittals, call monitoring, and program analysis.

When Is Telemanagement a Good Option? Telemanagement is a good option if your company does not have sufficient internal resources to devote to supporting the outsourced telemarketing or does not have sufficient expertise to ensure that the outsourced telemarketing efforts are being maximized. Telemanagement is also a consideration if your company is outsourcing but experiencing performance or quality problems or not getting the desired ROI from your outsourced operations.

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