Telemarketing as a process has become a great tool for a small business, since it can be used by a small business enterprise to meet a variety of business objectives. As a result, it is important for the developers of a telemarketing software for a small business to keep in mind the needs, usage habits and affordability of a small business organization.
Mr. Pandit (in Pune, Maharashtra) runs a state wide Recovery Agency consisting of five telecallers and seven Recovery Executives for a clutch of government banks in Maharashtra and needs to make daily calls to those people who are late on their monthly EMI. He assigns these to his team of 15 Collection Executives, who, go onsite to make the collections.
Similar to Mr.Pandit (above), Mr. Mohd Razmee in Sealdah, West Bengal, too, runs a Collection Agency for seven Government Banks. He has six telecalling agents that make daily calls to the lists that the Banks provide him with and set up daily appointments for his eight Field Recovery Agents. Once his telecallers have secured a date & time for the appointment, they assign the area Recovery Agent to follow-up on that prospect. All the Recovery Agents submit daily reports either via phone or on paper at the end of the day.
Mr. Goyal in Mumbai is a DSA for a leading mobile service provider. He has 18 telecalling agents that use printouts and PRI landlines to make calls. Once they have made a sale on the phone, they assign it to the area Sales Agent to follow up (conduct onsite verification, process the paper work and collect the payment). He wants more control of his process i.e. whether his telecallers are making the daily number of calls they are supposed to, whether they are making the correct pitch, whether they are making the requisite notes and then following up on the prospects that have asked to be called back at a later time and date.
Mr. Naidu on the outskirts of Chennai is a DSA for a variety of financial products from various banks and financial institutions. He has a team of eight telecallers that receive leads from various sources including their Just Dial subscription, Google searches, online promotions, SEO/SEM and local lead procurements. All leads need to be fed into the system and be available in a standard easy to access format for the telecallers to call on. It is important that the call history of earlier conversations and notes made by the telecaller are displayed during follow-up calls so that the continuity can be maintained.
Mr. Srivastav in Indore is a consolidator for a number of chemical companies that sell their products to the farmers in rural Madhya Pradesh. He sells seeds, fertilizers, pesticides, insecticides and soil enriching material. His team of twelve telecallers are constantly selling and booking orders on the phone and organizing deliveries for them. His team of fifteen Sales & Delivery agents receive these orders via phone from these agents and deliver the orders to the clients, collection centers, warehouses and runners.
From the few examples above, one sees how a small business makes outbound calls for a range of objectives. These include Sales, Recovery and follow-up for monthly Accounts Receivables, EMI collection, Customer service (etc.).
Therefore, it is important for a telemarketing software for a small business to have all the necessary features & benefits such as call recording, call reports and ease of use so that it can support these different objectives and business processes.
The more automated the entire process (for e.g. receiving leads directly from Just Dial into the telemarketing system) the more successful it will be. The option of using the software as a Mobile App on a mobile phone is important, too. Seamless co-ordination with the Field Force in closing the loop for appointments generated is another important benefit. The software that best incorporates all these needs will be the best telemarketing software in India for a small business.