1. Services

What can telemarketing be used for?

Telemarketing is a very flexible channel that can generate high value outcomes across the sales process, from qualified leads, appointments, web demos and hot key transfers, right through to full sales. In addition, it allows you to make a human connection with your target prospects, cleanse and enhance your data, and glean valuable insight through phone based market research.

Our services include:

• Outbound Telemarketing – Lead Generation, Appointment Setting, Event Marketing 
• Lead Qualification and Nurture.
• Telesales/Inside Sales, Account Management
• Inbound Telemarketing – Call Handling, Lead Management
• Data Services – Data Cleansing, Data Enrichment, Email Opt-Ins
• Pre- and Post-Sales Research - Welcome Calls, Customer Satisfaction, Treating Customers Fairly/Compliance Calls

What is the difference between telemarketing, telesales and Inside Sales?

These terms are often used interchangeably. However, we feel that the terms do have different meanings. 

Generally, “Telemarketing” creates, qualifies and nurtures demand for a product or service, creating leads and/or appointments for your sales team to close. 

“Telesales” is directly selling a simple product or service over the phone. A telesales agent will close the sale and may also process a payment.

If Telesales is often used to describe high volume, transactional sales, “Inside Sales” tends to describe a more complex approach involving higher values, more complex propositions and an integrated mix of phone, email, web demos across multiple touch points.

TTMC has strong capabilities in all three areas.

Do you cover B2B and B2C?

We cover both, but our culture and approach are very much B2B. A subset of our work has always been B2C; it’s currently roughly 20% of our revenue driven by a handful of clients who need something more than the traditional B2C agency delivers. The B2C work we provide tends be high value and in regulated industries for work that needs a more consultative approach.

Do you do inbound or outbound?

Yes, we offer both – see our services page.

Can you send emails for us?

Yes, our system allows us to integrate email alongside our calls, sending electronic collateral, brochures, and case studies on your behalf during or after each call to build pipeline or provide written quotations.

If you need support for high volume email broad casts, email management or marketing automation, we can facilitate this through our digital partner.

Can you process orders/take payments?

Yes.

We are PCI compliant and we protect sensitive details when taking card payments over the phone via Credit or Debit Card. We can also trigger invoices or capture direct debit details securely.

Much of our work involves sales in highly regulated sectors. Our FCA authorisation gives clients assurance that all our processes comply with FCA selling guidelines. Our Consumer Credit License authorises us to carry out regulated consumer credit activities. 

What language skills can you provide?

We provide our full range of services in 15+ languages, using in-house native speakers, covering EMEA, APAC and Rest of the World audiences. We work regularly and successfully calling in all of the core EMEA languages, but we also cover languages like Arabic, Mandarin and Japanese.

Do you offer out of hours/weekend calling?

Yes, our global reach and breadth of sector coverage means that we commonly call out of core UK hours, including weekends and through the night and early morning on behalf of our clients.

What sectors do you cover?

We are not a sector specialist; we specialise in our channel, voice contact. 

We can prove that our approach, systems and people can be applied to any vertical sector, no matter how complex, demanding or sensitive it may be. A lot of our work is in IT, Fintech and Financial services but our range is broad and spans Manufacturing, Consultancy, Legal Services, Utilities and many other sectors. Take a look at our “clients” page to get a feel for our unrivalled track record of delivery.

On our clients’ behalf we deliver intelligent and effective conversations with contacts ranging from a CMO or Legal Counsel in an enterprise right through to the Facilities Manager at an SME.

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2. People/Team

Where are you/your callers based – do you outsource work?

We are based in Brighton, on the South Coast of England, approximately 30 minutes from London Gatwick Airport. All our calling is done from our UK offices and no work is outsourced.

We have a large pool of native foreign language speakers so we’re well placed to deliver multilingual calling across EMEA, APAC and Rest of the World from our Brighton offices.

More on our multilingual services here.

What calling capacity do you have?

We have 200 seats across our dedicated telemarketing, research and inbound divisions. We provide engagements as small as one agent through to projects requiring up to 80.

The business in operation up to 23 hours per day 6 days per week. Given our global reach, we need to call out of core UK office hours.

As an agile mid-size agency, our teams can flex up and down as required and test new ideas and approaches, which is often not possible for larger agencies or in-house teams.

How will you work with our team?

We have an open, collaborative and proactive culture, combined with strong communication and real time visibility of our work for our clients through our brilliant portal, TTMC Connect. We can give access to connect to any stakeholders you nominate in your organisation.

We have a tried and tested approach to client onboarding, based on almost 30 years’ experience which works well whether you’re new to Telemarketing or have lots of prior experience.

Our onboarding process is straightforward and helps deliver a tailored solution based on a clear understanding of what defines success for you.

Once work is underway, we’ll conduct internal reviews as required, sharing insights, communicating clearly and regularly and partnering with you to drive continuous improvement.

See How We Work

Can your callers be based at our offices?

Rarely. Only in exceptional circumstances are callers based at client offices. To do what we do well, it is important that agents work in a dedicated outbound calling environment, working on our bespoke calling platform.

We offer full transparency and visibility of performance through regular reviews, shared call recordings and live call listening.

In addition, TTMC Connect, our on-line reporting and analytics portal, will give you real-time access to MI, live performance stats, call recordings, results and data downloads.

Can I choose my callers?

To a certain extent, yes. You will have input into the profile of agent required. We then assign agents from our large team, taking account of your input and to the skills, experience, style and tone that is appropriate for each engagement.

We will brief and train a larger pool of agents than is required for each campaign to allow for holidays, sickness and absence and it’s usually at this stage where we will agree with you who will call.

As part of our ongoing review process, we may recommend changes the team to test new ideas and approaches and refine overall performance, however this will only be done with your agreement.

Will I have a dedicated account manager?

Every campaign has a dedicated Account Manager with over seven years’ experience, managing no more than 8 to 10 staff and assigned to just a few clients. The Account Manager is responsible for proactively managing the programme, driving calling performance, ensuring the quality of the calling campaign and managing the integrity of the data.

How experienced are your callers?

Experience can be important but we focus more on ability. Nonetheless, our agents have an average age of 36 and an average tenure of three years; management level average tenure is over seven years.

How do you train and coach your agents?

TTMC is an accredited training provider for the ISM (Institute of Sales Managerment) and MRS (Market Research Society) and has dedicated L&D personnel. All new employees are given a comprehensive programme of induction, an introduction to all policies for the business and information security, and either a full day or two full days of initial sales training,.

Agents receive specific training relevant to each client campaign they will be working on and we can support specific accreditation models for agents when required with our in house L&D Team.

Ongoing coaching and training needs are assessed, identifying skill gaps at an individual and team level through systematic call review and scoring. This drives both one to one and team based learning to improve skills and ability. For our training and coaching we use the frameworks of either the Institute of Sales Management (for telemarketing and sales agents) or the Market Research Society AITS (for research agents).

In addition, we run a formal appraisal and performance management process to help our employees achieve higher levels of performance and to progress through their career at TTMC.

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3. Pricing

Do you work on a cost per lead or cost per result basis?

We don’t work on a “cost per lead” or “cost per result” basis. We work to an hourly rate as we believe paying per hour produces a better return on investment for our clients. A pay per lead model encourages an agency to focus on short term lead volume only. A pay per hour model fosters a multi-dimensional approach that balances both quality and quantity over the long term.

When you pay your agency per hour, you’re investing in the time spent building relationships with potential prospects, gaining maximum value from your data and enhancing it with updates and insights that increase the likelihood of future conversion.
 
We believe that because they’re not being compensated for the time it takes to nurture more complex (and often higher value) leads, teams that are only paid “per lead” focus on quick wins and risk passing leads to sales before they have been properly qualified.
 
This approach generates additional costs and a lack of engagement further down the funnel, as sales teams chase non-existent interest or prospects who do not have the authority or budgets to make a purchase.
 
Paying per hour might look risky – take a look at “Do you offer a trial period?” below to see why it isn’t with TTMC.
 
Click here – for more insight into the benefits of a pay per hour model.

Do you charge a set-up fee?

Yes. Although complex setups with deep integration can be more costly, our standard set up fee is £500, which covers:

• Feedback on the telemarketing brief document
• Up to two hours briefing at TTMC’s offices for up to the agents and a dedicated Account Manager
• Set up of logins for you and any nominated stakeholders for our client portal, ‘TTMC Connect’, to enable real time analytics and reporting and sharing of call recordings.
• Configuration of all CRM fields in our platform
• Technical set up for data upload and downloads
• Bespoke CLI configuration with hunt group and voicemail
• The enabling of access to any required websites through our Firewall
• Email set up and content upload to enable agents to send sales and marketing emails as if they were from your organisation
• QA model set up, based on agreed result criteria and any other compliance requirements

 What is the minimum campaign length?

We deliver a mixture of “one off” projects, short term campaigns and long term engagements lasting over a decade. For any lead generation or demand generation work, we have a minimum engagement of 210 hours, or 6 weeks, based on a 35 hour week. We do not believe it is possible to deliver true ROI in a shorter period.

It takes time to develop questioning, messaging and objection handling, to warm data, nurture interest and lead a prospect carefully along the path to purchase, so they are well qualified and ready for conversion when they reach sales.

We don’t believe that it is in our clients’ interests to burn through their data, cherry pick quick wins or send poor quality leads to their sales team. Critically, the target audience for each proposition is finite and, unless you carefully nurture prospects who aren’t ready to convert, you risk damaging future potential customers.

Do you offer a trial period?

We are always “On Trial”. Our model is different to the rest of the market and has enabled us to support an average client tenure of 47 months (figures from Feb 2019) through ROI and performance, not punitive cancellation terms.

We effectively ask for a 210 hour minimum initial commitment (because 10 working days’ notice is required for cancellation and this can be served from the end of week 4).

What’s different about TTMC is that this option remains on the table throughout our partnership. We think it makes no commercial sense for us to lock clients into long term contracts if we can’t deliver ROI.

Unless we’re running a large team for you, any engagement can be terminated, at any stage after the first four weeks, for any reason, by giving ten working days’ written notice.

Click here for more on the value of a telemarketing pilot

Do you guarantee results?

We don’t guarantee the number of results for any of our services. Whilst propositions may be similar, many other factors might impact results including the agreed criteria for a lead, brand recognition, target sector, seniority of decision maker, and external factors such as seasonality and competitor activity.

We do guarantee:

• Legally compliant work, which conforms fully with all applicable UK legislation and appropriate best practice frameworks (DMA, IQCS, MRS, DPA 2018, all Ofcom rulings)

• Quality assurance – all results are manually checked before release in line with our ISO9001 accredited quality management program, against agreed criteria and backed up by call recordings

• Access to the recordings for every single call made on your campaign

• Work carried out to professional standards by agents who are coached and trained using the ISM (Institute of Sales Management) or Market Research Society AITS frameworks.

What are your payment terms?

If you are UK based, all services are payable on standard 30 day terms (unless special credit arrangements are recommended by Experian).

All prices are quoted exclusive of VAT. Any set-up charges and data sourcing are invoiced upon execution and calling hours are invoiced at the end of the calendar month in which calling takes place.

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4. Data Sourcing

Do you provide data?

We source data on behalf of many of our clients, when we’re engaged to undertake a telemarketing campaign. As telemarketing is our core business, we do not hold our own data and don’t provide data as a standalone service.

In addition, every telemarketing requirement is unique, so we work with different providers that best match the specific profile (sector, decision maker level and type, geography, organisation size, usage) of the target audience. We will generally source a number of counts, samples, and previews from different providers, to identify the best fit for the campaign.

We work only with reputable providers, who are experts in their fields. We only work with providers who are compliant with GDPR regulations.

Can you use our database?

Yes – we frequently work with our clients’ databases, which might comprise of warm leads, cold prospects or existing customers.

Where quality is poor, we can cleanse and enhance your data to ensure it is fit for purpose. Where volumes are insufficient, or we are targeting new sectors, we can source additional data to supplement the existing database.

Who owns the data at the end of the campaign?

If we source data on your behalf, the data will be licensed to you, not us.

Data is licensed according to the requirements of each engagement. For example, for a small telemarketing only project, the license may be short-term or single use, for that channel only. If the campaign involves multiple channels for an extended period, a twelve month multi-use license will apply. Your requirements will be captured as part of the briefing process to ensure you choose the right license model.

We never share data between clients and we have robust processes to ensure data integrity and confidentiality is maintained.

Can we use the data for other marketing activities after the telemarketing campaign?

Yes, either just the records we’ve started to nurture on your behalf through calling, or all of the data, subject to the licensing model you’ve chosen.

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