In a recent post I talked about weighing the options of in-sourcing vs. outsourcing b2b telemarketing. In follow-up, if you are thinking about setting up an in-house call center, you should consider the many steps that will be involved in the process including:
* Hiring – Finding and keeping professional call reps can be challenging.
* Training – In addition to the initial training required, telemarketers require ongoing training in call techniques and product knowledge.
* Paying Employee Costs – In addition to salaries, it is important to also account for expenses related to holiday pay, sick day pay, insurance, taxes and other benefits your company may offer employees.
* Managing – In addition to the team of callers, hands on management is critical – which can be a significant expanse and a challenging position to fill.
* Motivating – Rejection happens frequently on the phones so you also need to be prepared with the need to constantly keep them motivated.
* Workload Balancing- It is important to keep the flow of activity as continuous as possible so you are getting the most out of your call team’s time. If you’re telemarketing needs vary by month or season, then the downtime of an in-house team is costly.
* Office Space – Telemarketers require a quiet and professional working environment, along with all the furniture and accessories – so expenses add up.
* Telemarketing Specific Technology – In addition to the typical needs of a phone, computer, etc., b2b telemarketing professionals require specialized technology with call queuing, list management, databases, call analysis, call recording and more to manage the calling process.
I hope these provide some valuable insight as you consider the options. Building an in-house telemarketing team does have benefits but often times companies underestimate the effort and time involved in building them and discover too late that the costs can easily supersede the benefits.