Some Important Reasons Why You Shouldn’t Consider Going Offshore for Outbound Telemarketing Services

The introduction of VoIP services have allowed for the outsourcing of outbound telemarketing to popular offshore locations such as India, the Philippines and other countries within the Asia-Pacific region.

Offshore rates can be as little as 25% of what a U.S.-based firm would charge for the same service. These savings are often substantial enough that it’s difficult for many businesses to ignore hiring an offshore firm as an option. However, when considering an outbound Call Center it’s best to avoid a bargain-shopping expedition - especially since your call center will be interacting regularly with your prospects and customers.

Here are some important reasons why you should consider using a US-based Call Center for outbound telemarketing services vs. an offshore option:

Flexibility and “On-The-Fly” Changes

Successful telephone sales involves a carefully structured offer and rebuttal approach. Many times it’s necessary to make quick changes to your offer in order to meet changing inventory, or address new customer concerns. Having a US-based call center partner can be quite helpful when you are looking to make an “on-the-fly” scripting or campaign change.

Ongoing regular communication with your call center is often necessary to help fine tune your sales approach - this is especially true in the critical early stages of a campaign. Often, due to time zone differences, making campaign changes with an offshore provider can prove problematic and frustrating. This is especially true if you need to make multiple revisions and your campaign requires a regular ongoing dialogue with your call center.

A US-based call center can provide the best ability to provide “on-the-fly” changes for your calling efforts. Time zone differences within the US are less extreme then dealing with a vendor within the Asia-Pacific region. Dealing with a 10-14 hour time lag between different countries and time zones can often cause unnecessary communication problems. Campaign changes you need to implement ASAP sometimes must wait for the next “shift” - costing your company valuable lost time.

Federal and State “Do-Not-Call” Compliance and Laws

The firm InternationalStaff estimates that in India on any given business day, there are at least 300 call centers actively engaged in violations of U.S. telemarketing rules. The actual number of “outlaw” facilities in India could be twice that figure if one considers unincorporated operations and those with less than 10 seats.

Just this past summer MSNBC reported on a story involving an Indian call center representative who allegedly sold personal data on 1,000 British customers. The entire article is available for review at: http://www.msnbc.msn.com/id/8404104

What makes this particular situation so disturbing is the fact that Indian and US law are often at odds on just how to handle identity theft. As such, a US business may find themselves at the mercy of Indian law when it comes to the protection of data and sensitive customer information.

Additionally, when considering consumer telemarketing standards the federal and state Do Not Call provisions are often unenforceable overseas. This may position your sales and telemarketing efforts as unscrupulous to your prospects and customers. Something you obviously want to avoid if maintaining a positive image with your customers and prospects is important to your business.

Skilled and Rewarded Labor Force

India remains one of the most popular locations for outbound telemarketing outsourcing due to it’s cheap labor pool. However, a 2003 article by the India Times also noted that attrition in Indian call centers was also the highest in the Asia-Pacific region. The entire article is available for review at:

http://economictimes.indiatimes.com/cms.dll/html/uncomp/articleshow?artid=19608

While call center attrition is a recent phenomena is the Asia-Pacific region, US- call centers have learned through years of experience that salary by itself is simply not enough of an incentive to retain a productive telemarketing staff. A carefully planned incentive plan helps keeps telephone agents motivated and helps keep attrition at manageable levels.

The average offshore agent is often retained as a salaried / full-time employee - with little in the way of extra benefits and commissions. This often provides minimal incentive for most salespeople. Experienced US-based call centers have learned based on experience that an combination of salary and incentive is the best way to retain employees while improving the quality of sale.

Person to Person Direct’s outbound telemarketing strategies have consistently delivered positive results for our clients — for over 25 years! We can plan an outbound campaign to your existing clients or prospects that allows you the ability to initiate fast changes while remaining in compliance with all local and federal laws.

Best of all, our performance-based pricing eliminates the uncertainty and the risk of doing business. You’re guaranteed cost-effective results, whatever the size of your company - And unlike most other Teleservice businesses, we charge you for the number of orders generated not by the hour or completed call. This pricing strategy guarantees a consistent cost-per-order throughout the campaign.

Looking for a free outbound telemarketing consultation?

Contact our in-house sales team at serviceptpd@gmail.com

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