In the face of do-not-call, creating Profit in the call center.
Customer Interaction Solutions › Vol. 22 Nbr. 9, March 2004
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Compliance Technologies & Solutions - Customer relationship management
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In the face of do-not-call, creating Profit in the call center.
When the do-not-call list was conceived, many thought it sounded a death knell for telemarketing organizations. For the smart ones, however, it's a chance to ratchet up response rates. For while the long list of names used to be the marketer's Holy Grail, the do-not-call list changes the rules. In the old days, response rates of one to three percent were the norm. And so the longer the list, the more sales it generated.
********** What marketers have ignored are two fundamental principles: a) untargeted pitching alienates 97 to 99 percent of their list; and b) better targeting of marketing messages leads to increased conversion and more satisfied customers (who do not opt-ou...See the full content of this document
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