8 Things to Consider if You’re Running a Telemarketing Tender

Carrying out telemarketing internally has many challenges in terms of management, systems, and the general tempo compared to the rest of the office. Many people who enter this role see it as a stepping stone into a different area of marketing or sales.  To move this forward internally we would suggest either to embrace the challenges and create a team. The telemarketers will feed off one another and with proper management will get the most from the data. And use this pool as a resource for your next salesperson.  

The alternative is to employ more senior people who do this for a job and are happy to.  These people tend to be ‘long in the tooth’ and are comfortable to sit there and just work through calls.  Perhaps more expensive although given time an invaluable resource.

However, maybe you want to outsource this activity.  Perhaps you don’t have the reserves to invest in the medium term ROI from bringing this in-house.  Or perhaps you want to test the water and have an expensive resource that can be turned off if it doesn’t work.   This is always a tricky area to outsource as you ideally want a provider to be an extension of your persona. However, they need to dovetail into your environment over many different areas from the processes, systems and data through to marketing and the day to day company updates.

Here are some criteria to look at when running a tender for outsourced telemarketing services:

Company

As well as obtaining the basic company information around their address and account details, you want to look at other areas which will help you judge their experience and potential risks.  

Look at how long the provider has been in business, turnover, the number of employees, retention and also how their customer base is segmented.  Make sure you think about what type of organisation would best fit your current and future needs.

Data

Data is a tricky area to manage especially given new data guidelines. Either you will supply the data in which case you will need to understand how they will handle it. Will they check for CTPS and what assurances do they need against areas such as GDPR.  Also what format is needed. Or you can throw this conundrum over to them to buy the data and take this activity from your hands. If you do this we would suggest some basic market benchmarking to ensure you will get value for money. Also if you let them take this on, you do alleviate a headache in terms of handling all the other issues that come from buying data such as data wastage and redundancy.

Systems

Ascertain what systems they use.  Is it a spreadsheet, customised CRM or bespoke system.  How do the systems handle incorrect data such as when the current contact is not correct but leads to other contacts and how will this manifests itself in data returns. This will help put together an understanding of how they work, and an idea about what data will be captured.

Reporting

During the campaign, you will want to be kept up to date on the progress.  What we would suggest is that you look at daily, weekly and monthly reporting.  

On a day to day basis you want to be informed of any ‘appointments’ or ‘successes’.  On a weekly basis, you should be updated on the current situation with regards to redundant data, untouched data, in progress data, refusals {soft and hard} and success.  On a monthly basis ideally, you would like an excel data return which you can then examine, use and potentially update your systems with. You will need to understand what format the data can be returned.

KPI’s (Key Performance Indicators)

This really comes down to risk in the contract. What is the other party willing to share in terms of risk.  If you are just paying for calling with no KPI’s then you will ultimately be carrying all the risk. A fair set of KPIs should be examined.  What happens if they over succeed, most likely a small bonus increase in fees (~10%) otherwise what you may find is that they ramp down until the next month.  If they underperform perhaps a margin where it highlights the need to a ‘crisis meeting’. If they largely underperform, will they put the time in to recover? How the agency tackles this will really show you their desire for the business and the willingness to form a real partnership.

Setting KPI’s can be challenging if you have never done this before. Understanding what the short, medium and longterm expected ROI’s can be will help. Find out their typical success rates for various campaigns to help base them on. Obviously, you will look at the high-level successes but what other KPI’s can you use. The number of dials a day isn’t such a useful metric but the number of DMC’s (Decision Making Contacts) that are spoken to does help a lot.  How easily can these stats be reported on?

Process

Many parts of the process should be examined as part of the tender.  This will form the main interaction between yourselves and will ultimately lead to a happy relationship.  Some of the areas to look at;

Costs

The cost is obviously important although try not to focus solely on this.  A Win-Win is the desired outcome here and much can be mitigated through KPI’s.  To make this work well you will need to understand what success looks like and the potential ROI to know if the pricing works for you.  You will need to understand your internal costs as well to truly model the situation accurately.

Ideally paying for the caller by the month is the simplest calculation with payment at the month end.  However, there may be a setup fee and other charging options such as per hour or per contact. Also, will there be a need to be break clauses?

Remember this is a sales exercise for yourselves as well.  Don’t forget to sell the potential for the future if the campaign is successful.  Highlight where you are going and the aims of the business.

Also, ask if they have additional services that might complement their offerings such as email campaigns or digital marketing. Potentially they may even help transition this activity in-house in the future.

Meet

You would definitely want to meet any provider.  Ideally at their office to gauge the atmosphere and set up.  Ultimately you are looking for a desire to work together and create a real partnership.  As already mentioned, it is just as important to sell yourselves to them to help create enthusiasm for the relationship.  If you are looking for any type of campaign which will deliver results which are core to your business, finding a partner who cares about your business is the most important.

Footnote:

Market Dojo provide on-demand and enterprise solutions to help streamline your data collection from suppliers.  Why not give us a try. Our customer success managers and templates will help you move away from email to run your tenders more efficiently and even negotiate online.

Join us at our Annual Procurement Conference on Thursday 17th May

Last year, we hosted our first big conference with a fantastic turnout of 100+ procurement professionals from brands such as Next, McCarthy & Stone and Travis Perkins in our South Gloucestershire location. The day succeeding in providing clients, prospects and partners with real value from the day.

So – after much success, this year we are pulling out all the stops. The event will be taking place at idyllic country home of Englefield House on Thursday 17th May from 10am until 4pm BST.

The grounds may seem familiar as Englefield House is an iconic location that has featured in film and television productions such as The Crown, X:Men First Class, The King’s Speech and Great Expectations as well as the location for the recent Pippa Middleton’s wedding to James Matthews. We had no hesitation in choosing only the best venue for our event, with beautiful gardens and a deer park on site.

After reviewing the feedback from last years event, we choose the theme of ‘Lessons Learned from eSourcing’. This was the topic most often mentioned and the one that we felt most accurately put across our intention to focus the day on the sharing of knowledge from procurement professionals and the development of best practice sourcing activities.

We welcome anyone involved in procurement to come down and enjoy the day. Whether you have never used eSourcing tools before and are hoping to understand how we can help or are looking to network with industry leaders in procurement.

Make sure to book your spot with our simple and short registration form here.

If you’re having any trouble signing up or want to find out more information on the day. Contact us at events@marketdojo.com or +44 (0) 117 318 0955

Five minutes with award-winning consultancy Odesma

Before our inaugural Market Dojo Event on Thursday 6th April 2017, we caught up with presenter Nick Ford. Nick is an Executive Director of Odesma and has over 28 years experience within procurement and supply chain consulting.

What lesson stands out that you have learned in your career?
My biggest learning is that people in businesses often seem to lose a perspective on value for money. People need to treat company money like it is their own. Often they don’t, especially in bigger organisations. Having started my own business, Odesma, I can confirm I treat every penny like it is my own – gone are fancy hotels, high-cost technology solutions, expensive centrally located offices and the like.

What has been the biggest and proudest achievement in your procurement career?
Being involved in setting up Odesma, a successful on-demand Procurement consultancy based on the principles of the cloud (everything drawn from third parties; technology to independent contractors). In our business we have essentially outsourced everything, this has allowed us to start the business with very limited capital and very quickly grow it whilst servicing a range of multinational as well as national customers at competitively, whilst delivering very fast to a high-quality standard.

Which single tool or best practise technique would you implement into any organisation to save money?
Harnessing new or bleeding edge technology. The B2C world is heading towards convergence with B2B. Businesses continue to operate in the old World, whilst the new world now offers solutions on an on-demand call off basis with no tie in at low cost. Freeware / Open Source is prevalent, on demand solutions are readily available ie Google mail, CRM solutions at a fraction of the corporate cost with greater security.  New suppliers entering the market offer much stronger easy to use interfaces at a fraction of the current cost.

What are you looking forward to in the Market Dojo event?
I am looking forward to networking with other procurement professionals and meeting up with colleagues, old and new! In addition, it’s great to be able to present and support our partners, Market Dojo with their event.

What are you passionate about?
I am passionate about sport. I love to watch Port Vale F.C play when I get a chance as well as catching up on the horse racing.

What makes Odesma unique?
Our business advisory solutions are founded on experience, expertise and insight, providing mobile resources anywhere in the world. With 100 experience we focus on doing things fast and cost effectively to suit any organisation. Odesma’s flexibility allows us to mobilise our strategy

Click the following link if you want to find out more about the Market Dojo Event at Stonehouse Court Hotel. Nick Ford presented at the procurement event on the subject of “Using eSourcing to Transform Organisations into Procurement Leaders”

You can find more information about the full agenda for the event at www.marketdojo.com/event-2017
Market Dojo helps procurement professionals negotiate better with our on-demand eSourcing tools. If you’d like to find out more, get in touch or register for free and play around with our software for yourself!

Five minutes with Executive Search specialist Iain Mckenna

We caught up with presenter Iain McKenna, before the 2017 Market Dojo Event.  Iain is the Managing Director of Sourcing Solved and presented “The Human Condition: Finding The Talent To Match The Technology” at our event on Thursday 6th April 2017.

What do you think is the secret to success in business?
Good social skills are probably the most important thing; if you can’t build strong relationships with people then you’re not going anywhere. Take the time to listen to others; remember we have two ears for a reason!

What lesson stands out that you have learned in your career?
I’ve learned the importance of taking time to really know your client. Executive search is not a one size fits all process, and every project must be viewed with a fresh pair of eyes.

What has been the biggest and proudest achievement in your career?
Setting up Sourcing Solved has been a huge challenge and has taught me so many valuable lessons. To have grown so much in seven years and have such a great team of people to support me is something I’m very proud, and thankful, for.

If you could go back in time and tell yourself one thing, what would it be?
Believe in yourself; you are always only one decision away from changing your life!

What are you looking forward to in the Market Dojo event?
Meeting like-minded people who are really trying to make a difference in the procurement community, and in-person! As is common when interacting on LinkedIn, there are quite a few people who I’ve connected with but have never actually met, so I’m looking forward to finally putting faces to names.

What are you passionate about?
Fitness, it’s good for the soul. Over the last year I’ve been taking time to focus on improving my fitness, and the path to developing that physical and mental discipline is hugely challenging but equally rewarding. I have huge respect for people who take part in endurance events such as marathons and triathlons; the strength of character that it takes to succeed is not to be undervalued.

Who has had the biggest influence on your career? And how have they helped shape you?
Undoubtedly my mother, who always told me to pull my socks up and get on with it! Though I may not have appreciated it at the time, this attitude has carried me through a lot.

If you want to find out more, check out the details of the Market Dojo Event at Stonehouse Court Hotel. Iain McKenna presented at the procurement event on the subject of “The Human Condition: Finding The Talent To Match The Technology”
You can find more information and the full agenda for the event at www.marketdojo.com/event-2017

Market Dojo helps procurement professionals negotiate better with our on-demand eSourcing tools. If you’d like to find out more, get in touch or register for free and play around with our software for yourself!

Join our inaugural procurement event, Thursday 6th April

Market Dojo is hosting its inaugural procurement event on Thursday, 6th April. The event will offer procurement professionals the opportunity to network and learn from the experts.

“Creating Real Value from eSourcing”

 Thursday 6th April at Stonehouse Court, GL10 3RA.
The event will be hosted in the beautiful setting of Stonehouse Court Hotel and feature presentations from CPO’s, Procurement Directors and thought leaders within Procurement.

The full agenda can be found here.

Alternatively, fill in the short registration form here.
Consult with experts throughout the day to discover how you can make real savings on a number of different categories and learn new sourcing techniques.

Who will be presenting on the day?

Who else will be attending the event?
A number of senior procurement professionals from renowned brands will be attending the day including Next, Travis Perkins and McCarthy & Stone.
In addition to the attendees, a range of different procurement solutions will be on hand to offer procurement solutions for Sourcing, Contracts Management, Spend Analysis and Supplier Onboarding.

What do our attendees say?
“We are eager to be attending and finding new ways to generate real savings within procurement. In particular, we are interested in the new strategies that are being adopted within retail and freight procurement. – Philip Corbett, Procurement Manager, Travis Perkins

“It’s great to be invited to the Market Dojo event, for us the major benefit of the day is to find new ways in which we can increase eSourcing adoption with our procurement team and learn new best practice techniques.” – Daniel Higginson, eSourcing Manager, Next
“I’m looking forward to uncovering new ways that we can expand our sourcing categories, in particular Market and Energy procurement as key areas that we can produce further savings.” – Edward Dring, Procurement Manager, McCarthy & Stone

Market Dojo helps procurement professionals negotiate better with our on-demand eSourcing tools. If you’d like to find out more, get in touch or register for free and play around with our software for yourself!

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