Telemarketing services

SoftLine Telemarketing Department was organized in the year 2000 to operatively deliver necessary information to customers and currently consists of more than 30 operator. The department is responsible for urgent and immediate campaigns, incl. updating versions, license terms terminating, amendments in product functionality features, discounts, prizes, bonuses etc.

SoftLine Telemarketing works closely with Database Operation Department, whose main purpose is to enlarge and update the database for future use by other departments and especially in TM campaigns. Specialization in the field of software and computer technologies is the advantage which made SoftLine run its own telemarketing department instead of outsourcing this feature from the call center.

Each telemarketing manager is armed with the prepared script to make the contact and negotiation with a customer more fluent, precise and easier. All telesales managers are to pass special training program on software usage which makes them to be able to solve operative problems during the conversation with a client and to put him through to a sales specialist for more detailed questions. Each telesales manager works with a database sampling especially allocated for him or her and that is why has opportunity to know his client well.

Effective call is the measurement of efficiency of telesales campaigns. Effective call implies a call reaching the required contact person, or a person who is responsible for making decisions whether it is a decision to buy, to refuse or postpone the purchase.

The percentage of effective calls mainly depends on the quality of database. The usage of «warm» database, which SoftLine database is, makes it possible to reach 50% of efficiency.

Recommendations on organizing an effective campaign: For telesales projects to be successful it is highly recommended that:

• Software promoted should cost no higher than $1000.
• Discount offered should be no less than 15-20% (if it is at all in this campaign).
• Software should be of general-system type but not very specific.
• Specific types of software should be offered to a separately and thoroughly prepared database sampling of those who may be interested in this proposal.

The quality of a telesales campaign is characterized by the ratio of number of calls transferred to the sales department to the quantity of effective calls and reaches approximately 10-15%.