Frequently Asked Questions

 

 

 

  • How can Telemarketing be monitored?

Daily or weekly reports can be made so that you can see the response from each contact. Access to our CRM system can be arranged, though this depends on the company and the situation.

  • Does a live person make my calls or a machine?

Although our computers track & manage every call we make, there is ALWAYS a live person calling on your behalf. At The Swan Company we do not use artificial pre-dialling or predictive diallers.

Our Telemarketers call on the behalf of your company so that the called party will be left with the impression that the call was made by your personal assistant or a representative of your firm.

  • Do you share my list and data gathered with other clients?

No, all of our clients' data is confidential. All of our staff have signed a confidentiality contract to make sure that none of you information is misused or tampered with.

Also because we are calling on behalf of you we work for you, therefore, any lists and information gathered is your proprietary information.

  • Do your telemarketers use a script?

All of our staff are articulate and experienced Telemarketers, they know how to present services in a clear, confident and natural manner.

In most cases we design a set of points that have been created so that all the key points of your business are put across. However all of our Telemarketers are also briefed about your company so that they can answer additional questions in a polite and intelligent manner.

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  • Do you provide documentation on all calls?

We can provide you with as much or as little information about the calls as you like. Generally we send our clients details of the leads generated and any notes made by the telemarketer to give you a background to the conversations held.

We can also send you daily or weekly reports about all the calls that have been made for your business. These can include:

- Number of calls made

- Details of the customer responses

- Details of the customer statuses

- Number of leads or appointments

- Number of emails generated

- and much much more.

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  • How long does it take to get a campaign started?

This very much depends on the client, we can start a campaign within 24 hours.

However in order for us to get started we need:

• To complete a full fact find to understand what our client wants to achieve from the campaign. We need to learn about our clients products or services and work out the appropriate strategy.

• Agree how and when the campaign should take place; for example 3 days per week for 3 months.

• We require our first invoice to be paid.

• Data – whether the client is providing it or we are providing it.

• Depending on the campaign we may require electronic copies of brochures or leaflets and email templates.

• Any additional information that can be used to aid us in delivering the campaign.

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  • What is required to start a campaign?

Every campaign and every client is different and therefore the information we need and the timescales are different. However as a guide we generally need the following:

• Completed full Fact Find

Before we can start any work we need to understand as much as we can about our client. We therefore need to spend time gaining an understanding of our client's products and/or services, the aims and objectives etcetc

• Signed Client Contract

This is the formal contract between The Swan Company and the client. It outlines the service that we are providing.

• First invoice to be paid

We always require the first invoice to be paid in advance before any work can commence.

• Collection and manipulation of data.

Depending on where the data is coming from, this can take a considerable amount of time. This involves sorting and cleaning the data so that it is in a clear format which can then be imported into our CRM system ready to start making calls.

• Set up of email templates.

This enables us to send out information by email to the contacts when they request more information. This is done on behalf of our clients, using our client’s email address. We also set up automatic emails to keep our clients informed of any appointments/leads etc that have been found.

• Set up calendars

If we are appointment setting then we can sync our system with our client’s Google Calendar, meaning that appointments are put straight into our clients’ calendar and minimising the risk of double booking.

• Briefing the telemarketer

Gathering as much information as possible about the clients business and then briefing our Telemarketers

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  • What is smallest campaign The Swan Company will complete?

We require a minimum of one day. This timescale is generally far to small to judge whether telemarketing is going to work for your business. We would normally recommend a minimum of 3 months or 6 days and even then it can take longer to truly benefit from the campaign.

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  • If we don’t have our own data can The Swan Company provide the data?

The Swan Company does not provide data, however we can purchase data on your behalf. There is a fee for this which can vary. We normally buy in at around 1000 leads and the prices can vary.

 

  • If I recommend The Swan Company to another business will I get rewarded?

Yes we strongly believe that the best way to grow our business is from recommendation. So if you recommend us to another business and they decide to use us we will reward you. Please ask us for further details.

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