Teleservices Definitions
The following table lays out the various types of teleservices, their typical uses, call content, and typical methods of measuring the sucess of a teleservices program.
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Telemarketing
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Telecoverage
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Telesales
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Definition
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Telephone-based prospecting and information collection
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Telephone-based account coverage
- Also called inside sales
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Telephone-based product sales
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Method
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Primarily outbound
- Often farmed out to third party telemarketing service bureau
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Outbound and inbound
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Inbound and outbound
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Typical Uses
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- Data gathering, validation
- Surveys
- Seminar enrollment
- Event enrollment
- Inbound campaign responses
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- Opportunity identification
- Customer relationships
- Lead generation
- Routine sales
- Installed customer base protection
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- Product sales
- Lead follow-up
- Closure
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Call Content
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- Simple
- Scripted
- No relationship
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- More complex
- Ad hoc requests
- Problem solving
- Unscripted and scripted
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- Complex, technical
- Unscripted
- Competitive offerings
- Pre sale
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Measurements
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- Calls per hour
- Call attempts/completes per hour
- Inquiries, leads
- Database updates/accuracy checking
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- Leads
- Closes per lead
- Total revenue
- Customer satisfaction
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- Closes per lead
- Revenue per transaction
- Transaction satisfaction
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