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Recruiting the right in-house team
One aspect to consider when evaluating whether or not to keep your team in-house, is the specialist staff that you will need to recruit, ensuring success of the telesales department. If you are building the team from scratch, you will need agents and supervisors/team managers. If the team is over 20 agents, then you may need a call centre manager who will control the operation and drive ongoing recruitment to fill seats as attrition and absence can be high in the call centre industry. Whoever fulfils the role, training and coaching will need to be factored into the operation too.
Activity Levels
Activity levels between an in-house operation and an outsource telemarketing company can be worlds apart and this needs to be given very serious consideration when comparing the cost-effectiveness of each.
It isn’t unknown for there to be many distractions for someone in an in-house environment from employees in other departments. Similarly, agents who should be cold calling spend more time than would be desired on administration work which can literally half the time they spend on the telephone compared with an outsource telemarketing function.
To add to that, a specialist outsource telemarketing company will utilise its own, software which speeds up calling with next to no wrap up time. Administration chores like sending an email can be automated at the click of a button with. What can take minutes for someone to do in-house can be done in seconds in an outsourced environment.
Internal monitoring of agent activity by team managers who record call times and gap times is all part of the days work and ensures that there is minimum time wasted.
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