Frequently Asked Questions

Yes. Telemarketing is one of the most effective ways to engage busy C-suite contacts who may not be actively searching online or aware of your brand. A live conversation cuts through digital noise, builds rapport and opens doors that email alone often cannot.

Yes. TTMC tailors every campaign to target your specified industries, company sizes, decision-maker types and objectives.

We work across a broad range of sectors - including technology, finance, manufacturing, professional services, healthcare and regulated industries. As an FCA-authorised business, we frequently support financial services organisations with compliance-sensitive campaigns.

See the breadth of industry experience in our Customer Success Stories.

Yes and no - depending on the model. TTMC uses structured calls, but our agents do not read rigid scripts. Instead, they follow a flexible framework that covers key points and qualifying questions while allowing natural, engaging conversations that still achieve the required outcomes.

Both. TTMC can work with your existing database or source data aligned to your ideal customer profile. We also provide data cleanse and enhancement services to ensure accuracy and completeness.

Read more on Data Sourcing

Yes. TTMC agents can proactively reach out to new prospects or follow up and qualify inbound leads that have already engaged with your brand.

TTMC works to an hourly-rate model. This keeps our focus on both quality and quantity rather than booking poorly qualified prospects simply to hit appointment numbers.

We prioritise rapport, credibility, needs discovery and tailoring your proposition. We apply strict qualification to ensure appointments “stick” and convert. If a prospect isn’t ready, we still build future pipeline and capture valuable insight such as barriers or gaps in your proposition.

Read more pricing FAQ, & 10 reasons why cost per lead isn’t always good for business.

Poor-quality appointments dilute the pipeline and waste time. High-quality appointments require careful preparation and a structured, tailored approach. An effective process includes:

• Researching the prospect and their business.

• Building rapport and real connections through human interaction.

• Tailoring the conversation to their needs and goals.

• Qualifying using robust frameworks such as BANT (Budget, Authority, Need, Timeline)

• Clearly confirming all meeting details (date, time, format).

• Following up with invitations and reminders to reduce no-shows.

A customer-centric, systematic yet human approach ensures a strong pipeline of genuinely qualified opportunities.

For further guidance: B2B Appointment Setting – 7 Steps to Success.

We qualify appointments using criteria specified in each brief, often based on BANT:

• Budget: Do they have financial capacity?
• Authority: Are they a decision-maker or influencer?
• Need: Does your solution address a real business challenge?
• Timeline: Are they ready to progress within a relevant timeframe?

All results are quality assessed before release to ensure they are fully compliant with criteria specified.

TTMC guarantees appointment quality through:

• Manually quality-checked appointments, supported by call recordings.

• Call recordings for every contact, providing transparency, verification and coaching insight.

• Work delivered by trained, salaried agents working to industry-standard frameworks.

• Full visibility via real-time reporting, analytics and downloads in TTMC Connect, our online client portal.

• Legally compliant work aligned with UK legislation and best-practice frameworks.

• A dedicated Account Manager as your single point of contact, proactively managing performance.

Appointment setting supports faster, higher-value, more sustainable growth by enabling deeper engagement with prospects that match your ideal customer profile.

Benefits include:

• Higher-quality conversations that uncover real needs and intent.

• Accurate customer insight to inform sales, marketing and proposition.

• Stronger trust and relationship-building.

• Human connection that showcases your brand’s values.

• More relevant, tailored messaging.

• Accurate qualification to prioritise the best opportunities.

• Higher conversion versus passive leads.

• A stronger feedback loop that rapidly refines targeting and messaging.

Appointment setting is a specific form of lead generation focused on achieving a defined, high-value outcome: a confirmed meeting with a qualified decision-maker.

A “lead” is broader and may include prospects at any stage of intent, from someone downloading a whitepaper out of curiosity to someone with an active need, budget and timeline.

For any appointment-setting campaign, defining your required lead type and qualification criteria upfront ensures the strongest outcomes.

Yes. Many organisations use cold calling as part of wider account-based sales and marketing programmes. It can help engage key stakeholders, uncover organisational structures, identify buying intent and create opportunities within strategically important target accounts.

Yes. Cold calling often complements digital campaigns by engaging prospects who have not responded to online activity or by following up leads generated through other marketing channels.

Telephone conversations can add the human insight, trust and qualification needed to convert digital engagement into genuine sales opportunities.

Yes. While buyers have more ways than ever to access information, many still value relevant, well-targeted, well-timed conversations. Expert cold calling enables organisations to cut through crowded digital channels, engage directly with high-value decision-makers and create opportunities that may never emerge through inbound activity alone.

When supported by strong data, a clear proposition and skilled agents, cold calling remains one of the most effective routes to generating qualified sales opportunities.

Quality is central to our approach.

Our agents are trained to engage with senior decision makers, explore needs in detail and apply agreed qualification criteria consistently. Every lead is quality checked before release, ensuring sales teams receive opportunities that are truly sales-ready and likely to convert.

Successful cold calling requires clean, accurate, profiled data, careful segmentation and precision targeting.

We work with clients to define ideal customer profiles, target sectors, job roles and decision-maker criteria. This ensures conversations are focused on organisations that are most likely to benefit from the products or services being promoted.

Today's cold calling is strategically targeted and insight driven.

Rather than working through high volume, broad-based datasets, campaigns are built around carefully profiled data, segmented audiences, tailored messaging and a consultative approach. The focus is on understanding needs, creating value and identifying opportunities, rather than delivering scripted sales pitches.

Our agents engage prospects in natural, two-way conversations with the aim to understand prospect needs, challenges and priorities and to qualify if the product or service on offer is a good fit.

Depending on the campaign brief, calls can deliver a variety outcomes and leads at different stages of the customer journey, alongside cleansed data, customer and market insight, and warm pipeline for future follow-up. Leads are systematically assessed against pre-agreed criteria to ensure all outcomes represent value and meet campaign requirements.

Cold calling is the process of proactively contacting potential customers who have not previously expressed interest in your products or services, and who may not even be aware of your brand.

At TTMC, cold calling involves targeted outreach, consultative conversations and structured qualification to identify genuine opportunities, uncover needs and initiate meaningful engagement with decision-makers.

We operate on an hourly-rate model because it encourages a focus on quality rather than simply volume.

Meaningful conversations, accurate qualification and valuable market insight take time. An hourly-rate approach allows our agents to spend the time needed to identify genuine opportunities and gather useful intelligence rather than focusing solely on generating lead numbers.

While ABM is often a longer-term strategy, better stakeholder engagement and more accurate account intelligence can help sales teams focus their efforts more effectively and reduce time spent pursuing poorly aligned opportunities.

Yes. ABM is most effective when sales and marketing activity is aligned. Our teams work as an extension of your organisation, supporting account engagement, stakeholder mapping, opportunity identification and relationship development while complementing existing internal resources.

Success measures vary by programme but may include stakeholder engagement, account penetration, intelligence gathered, qualified opportunities created, meetings secured and pipeline value generated within target accounts.

Traditional lead generation typically focuses on generating opportunities from a wider audience.

ABM takes a more targeted approach, concentrating activity on a carefully selected group of strategic accounts. Success is measured by account engagement, stakeholder relationships and long-term opportunity creation rather than lead volume alone.

Account based marketing is a strategic approach that focuses sales and marketing efforts on a defined group of high-value target accounts.

Rather than targeting a broad audience, ABM concentrates resources on organisations that are most likely to generate significant commercial value, using highly tailored engagement strategies to build relationships and create opportunities.

Telephone engagement provides the human interaction that is often critical to successful ABM programmes.

Our agents help identify key stakeholders, validate organisational structures, uncover business priorities, gather insight and create meaningful conversations that support broader sales and marketing activity.

ABM is particularly effective for organisations selling high-value products or services, operating in complex B2B markets or targeting a relatively small number of strategically important accounts.

It is commonly used where individual opportunities represent significant commercial value.

Large purchasing decisions often involve multiple stakeholders, complex buying processes and long decision-making cycles.

Direct conversations help build trust, uncover valuable intelligence and create engagement opportunities that digital channels alone may struggle to achieve.

Yes. Many clients move away from one-off event activity and instead build structured programmes across the year. This allows consistent engagement, better audience intelligence and improved ROI by building momentum across multiple touchpoints rather than single events.

Yes, and this is often where the strongest results come from. We regularly work with past attendees, previous registrants who did not attend, and enquiries that never converted. These audiences are re-activated with tailored outreach to rebuild interest and convert missed opportunities. We can also source new data and like-for-like audiences to help you extend your reach and engage prospects most valuable to you.

Yes. We can manage inbound responses from event campaigns, process registrations and qualify enquiries on your behalf. This ensures every opportunity is followed up quickly and consistently, improving conversion rates from interest to attendance.

Through meaningful phone interaction, we build rapport and tailor discussions around each prospects needs and interests. We focus on both accurate qualification and building firm commitment. That includes confirming interest, addressing barriers to attendance and following up with registrants before the event. For larger programmes, we can also re-engage no-shows from previous events to improve attendance rates over time.

We align closely with your internal teams so that messaging, timing and follow-up activity are consistent and optimised. Leads, insights and feedback from conversations are shared, including call recordings, so opportunities are maximised. Shared call recordings support continuous improvement and capture valuable client feedback, helping us stay aligned and allowing us to calibrate our calls and approach with internal teams.

We measure against the specific goals and KPIs of each programme. This might include paid registrations, webinar attendance rates, meeting bookings, show attendance, pipeline quality or conversion of previously inactive contacts. Reporting is structured to show both volume and quality. Our real-time reporting portal gives full visibility of campaign performance, data and analytics

For exhibitions and conferences, we can proactively set meetings in advance with key prospects, booking them into your sales team’s diaries so their time at the event is focused on high-value conversations rather than general footfall.

Every programme is custom built around your requirements and what constitutes value for you. For some clients that means driving paid registrations, for others it is webinar attendance, pipeline creation or high-value meetings at a live show. We align messaging, targeting and follow-up activity accordingly.

We support a wide range of event formats including paid and free to attend conferences, trade shows, webinars, exhibitions, roundtables, roadshows and product launches. We also help clients promote and sell sponsorship packages, exhibition space and corporate tables for events. Whether it is a single event or a sector-wide programme running throughout the year, the approach is tailored to the audience and business priorities.

Yes. Many clients use our lead generation services to complement existing sales and business development teams.

We can help increase capacity during busy periods, support new business initiatives, strategically target specific sectors, reactivate dormant opportunities or provide additional coverage where internal resources are stretched.

We offer 25+ native languages so can extend your business development into new markets, running overseas campaigns in parallel with internal campaigns.

No. Our agents work within a structured call framework but do not read from rigid scripts.

We believe natural conversations create stronger engagement, build greater trust and generate better insight. This approach allows our teams to adapt to each prospect while still gathering the information required to qualify opportunities effectively.

Digital channels can generate awareness and early engagement, but they don’t always reveal true intent, readiness to buy or decision-making authority.

Telephone conversations add a human layer that helps qualify interest, uncover needs, build trust and determine the next best action. They provide the insight, credibility and rapport needed to turn digital engagement into genuine sales opportunities.

Used together, digital and phone channels often deliver stronger lead quality and improved conversion rates than either channel alone.

We provide detailed lead notes and call recordings with every result to support effective follow-up. We provide a full, detailed analysis of responses to any profiling questions incorporated into calls, giving you quantifiable and actionable insight into customer and market needs.

Depending on the requirements of each campaign, this may include business needs, buying timescales, competitor activity, prospect pain points and challenges and industry trends.

This enhanced insight and access to call recordings give your team the context and detail they need to have more informed conversations, improve conversion rates and refine strategy.

Yes. Prospects who receive timely, relevant follow up are more likely to remain engaged and progress through the sales funnel. By maintaining contact, building trust and ensuring opportunities are not forgotten, lead nurturing can significantly improve overall conversion performance.

Yes. Early stage enquiries generated through other channels such as emails, content marketing, events, webinars, digital campaigns and website activity can be nurtured through phone contact. Our agents can engage these leads, assess their level of interest, gather valuable insight and determine the most appropriate next step.

This helps maximise the return on marketing investment while ensuring sales teams focus on the strongest opportunities.

Every organisation defines qualification differently.

Depending on your objectives, qualification criteria may include business need, buying intent, decision-making authority, timescales, budget considerations, current arrangements or strategic fit.

Often using BANT criteria, we work with clients to establish clear qualification frameworks that reflect their sales process and commercial goals.

We uncover prospect interests, motivations and pain points, as well as broader insights such as business challenges, priorities, project plans, buying timescales, decision-making structures, competitor activity, current suppliers and future requirements. This richer insight helps sales teams prepare for more informed and productive conversations.

Alongside broader qualification insight, we can incorporate tailored profiling questions into conversations to capture the specific information needed to progress opportunities through the sales process. These questions also generate valuable customer, prospect and market intelligence, helping you identify trends, understand buying behaviours, refine targeting and make more informed strategic decisions.

An AQL is an early stage lead that has scored by your marketing automation platform based on a set of rules associated with prospect behaviours such as website visits, page views, webinar registrations or contact form submissions. Scores may be weighted to reflect differing levels of engagement. For example, greater weight may be given to a download of a specific piece of content or an enquiry form submission, than to a prospect clicking an email or viewing a single page. AQLs scored automatically may have incomplete fields and lack sufficient information to support a fully tailored marketing programme.

Lead nurturing is the process of maintaining engagement with prospects who are interested but not yet ready to buy. The deeper levels of insight gathered over the phone can inform more tailored and relevant communications, improving the effectiveness of nurture across all channels.

These regular, relevant conversations help keep your organisation front of mind, strengthen relationships and ensure opportunities continue to progress until the timing is right for sales engagement.

Lead qualification and nurture is the process of engaging prospects, assessing their suitability and readiness to buy, and maintaining meaningful contact until they are ready to progress.

Our service combines structured qualification with ongoing nurturing conversations, helping organisations identify genuine opportunities, prioritise sales effort and maximise conversion from existing leads and enquiries.

Lead generation focuses on identifying and engaging potential prospects.

Lead qualification focuses on assessing those prospects to determine whether they meet agreed criteria and are ready for further sales engagement. Qualification provides the insight needed to separate genuine opportunities from early-stage interest, creating a more efficient and effective sales process.

Many prospects enter the sales funnel long before they are ready to make a purchasing decision.

Without ongoing engagement, leads go cold, interest wanes, opportunities can lose momentum and competitors step in. Effective lead nurturing maintains ongoing dialogue, builds trust, ensures prospects receive relevant communications and remain engaged so they progress efficiently on their buying journey.

Not every enquiry or prospect is ready to buy.

Without effective qualification, sales teams can spend valuable time pursuing opportunities that are unlikely to convert. Lead qualification helps identify which prospects have a genuine need, are a good fit for your offering and are at the right stage in their buying journey.

This enables sales teams to focus their attention on the opportunities most likely to generate revenue.

Phone conversations provide a depth of insight that is difficult to achieve through digital channels alone.

A skilled conversation allows prospects to explain their challenges, priorities, plans and intentions in depth. It also enables our agents to probe further, clarify responses and uncover valuable information that may not be apparent from digital leads or form submissions.

This creates a clearer picture of opportunity quality and sales readiness.

Yes. Our multilingual programmes are delivered by native-speaking agents who understand not only the language but also the cultural nuances of the markets they support.

This helps ensure conversations feel natural, professional and relevant to the audience being engaged.

Yes. Many clients use our multilingual teams to supplement internal resources, provide coverage in markets where they lack native language capability or support international growth initiatives without the need to establish local teams.

Yes. Many organisations use multilingual telemarketing to enter new markets, expand existing operations or strengthen relationships with international customers. Speaking directly with prospects in their own language helps accelerate market penetration and improve engagement rates.

While messaging may be adapted for local audiences, every programme is managed through a consistent campaign framework, supported by clear objectives, quality assurance processes and centralised reporting.

This allows organisations to compare performance across markets while maintaining local relevance.

TTMC provides native language support across more than 25 languages.

This enables clients to run consistent international programmes while ensuring conversations remain culturally appropriate, accurate and relevant within each market.

Multilingual telemarketing enables organisations to engage prospects and customers in their preferred language through professional, native-language telephone conversations.

Whether supporting lead generation, appointment setting, customer retention, research or customer service programmes, multilingual telemarketing helps organisations communicate more effectively across international markets.

Clients have access to transparent, real-time reporting through our client portal, providing visibility of campaign performance, activity and outcomes at every stage. The portal brings together key metrics including call activity, contact rates, lead progression, qualification outcomes, market feedback and campaign insights, all aligned to agreed KPIs.

Combined with robust data management, this gives clients a clear view of performance across individual markets, territories and target audiences. These insights help identify trends, optimise activity and make informed decisions throughout the campaign, ensuring ongoing improvement and maximum impact.

Our multilingual teams support a wide range of programmes, including:

- Lead generation

- Appointment setting

- Lead qualification

- Customer service

- Customer retention

- Market research

- Customer satisfaction surveys

- Data cleansing and enrichment

This allows organisations to maintain consistency across multiple countries and territories.

Our hourly-rate model supports a balanced focus on quality and quantity.

International conversations often require time to build rapport, understand local market conditions and fully qualify opportunities. Charging by the hour allows agents to focus on meaningful engagement rather than simply maximising activity volumes.

People are generally more comfortable discussing business requirements, challenges and purchasing decisions in their native language.

Communicating in the customer's preferred language helps build trust, improves engagement, reduces misunderstandings and creates a stronger overall customer experience.

Yes. We have a large, agile team of skilled SDRs that can flex around your needs, including native language speakers to support global campaigns. Whether you need additional resource to accelerate growth, expand into new markets or provide ongoing pipeline development, we can scale up or down as priorities change.

This gives you the ability to increase sales activity without the cost and commitment of building an internal team.

Yes. Our outsourced SDR services are part of a wider full lifecycle telemarketing offering, supporting every stage of the customer journey. From cold calling and prospecting through to lead qualification, nurturing, appointment setting, telesales and inside sales support, we can tailor activity around your specific sales objectives.

Whether you need additional resource to create new opportunities, support your sales team with qualified conversations, re-engage existing prospects or help convert pipeline into revenue, we can flex our approach

Yes. We provide multilingual SDR support to help you engage prospects across different regions and markets. Our teams have experience working internationally, with native language capability available in 25+ languages. This allows you to extend your market reach and develop sales globally while ensuring prospects receive a natural and consistent experience.

Our outsourced SDRs work as an extension of your sales team, not a separate function. We take the time to understand your proposition, target audience, sales process and objectives before any activity begins. We align with your messaging, qualification criteria and CRM workflows to ensure every conversation and opportunity is handled in the right way. Regular communication and live reporting keep your team connected, informed and in control.

Successful sales development relies on relevant, human conversations. Our SDRs become an extension of your brand by taking the time to understand your products, services and values. We work closely with your team to develop the right messaging, your brand voice and approach, ensuring every interaction feels professional, credible and consistent with how you would engage prospects directly. We also use shared call recordings to get your feedback and calibrate our calls with your in-house team, particularly at the start of the programme.

Read more on outsourcing:

Unlocking the true potential of telemarketing: in-house versus outsourced - TTMC

An outsourced SDR team gives you full flexibility when circumstances change. We can help maintain pipeline activity during periods of reduced sales capacity, cover unexpected gaps in your team or adjust the volume of opportunities passed to your sales team based on availability to ensure consistent flow.

You have complete visibility of campaign activity, performance and results through TTMC Connect, our real-time reporting portal. This provides access to live campaign data and analytics, so you can monitor campaign and outsourced SDR activity as it happens.

Call recordings are provided with every result, giving you insight into conversations, prospect feedback and qualification details. Your dedicated Account Manager will also schedule regular reviews and proactively check in with you and your team to discuss performance, share insights and identify opportunities to refine and optimise results.

Yes. Many inactive customers still represent significant commercial value. By rebuilding relationships, addressing concerns and identifying renewed interest, reactivation campaigns can recover revenue opportunities that may otherwise be lost.

Yes. We provide native language support across more than 25 languages, enabling organisations to reconnect with customers across multiple territories while maintaining a consistent customer experience.

By speaking directly with customers, we can identify and address issues that may have contributed to disengagement.

Whether concerns relate to service, communication, product suitability or competitor activity, resolving these barriers helps rebuild trust and increases the likelihood of customers returning and remaining engaged in the future.

Reactivation campaigns focus on understanding and rebuilding relationships rather than simply promoting an offer.

Targeted phone conversations allow us to explore customer experiences, understand barriers to engagement and have meaningful two-way discussions that uncover insights digital channels alone often miss.

Reactivation conversations generate valuable customer intelligence.

This may include reasons for disengagement, service concerns, competitor activity, product feedback, changes in requirements, satisfaction levels and future purchasing intentions.

This insight helps organisations strengthen customer retention strategies and improve future customer experiences.

A customer reactivation service is a targeted outreach programme designed to reconnect with inactive, dormant or lapsed customers.

Through personalised telephone conversations, we help organisations rebuild relationships, understand why engagement has declined and encourage customers to return, renew or re-engage with confidence.

Reactivation campaigns can be tailored to a wide range of audiences, including:

- Dormant customers

- Lapsed subscribers

- Inactive members

- Cold leads and datasets

- Expired warranty holders

- Former service users

- Customers who abandoned onboarding or sign-up processes

- Customers who have switched to competitors

Each campaign is designed around the specific reasons customers may have disengaged.

Acquiring new customers is often more expensive than retaining or reactivating existing ones.

Many inactive customers still have a positive perception of your organisation but may have disengaged due to changing priorities, unresolved concerns, competing demands or simple inactivity. Reactivation calls create an opportunity to reconnect and recover lost value.

Successful reactivation requires patience, empathy, strong communication skills and the ability to uncover meaningful insight.

Outsourcing provides access to experienced agents who specialise in customer conversations and can deliver programmes consistently and professionally while internal teams remain focused on day-to-day priorities.

When customers have disengaged, human interaction is often the most effective way to rebuild trust.

A live conversation allows customers to explain concerns, ask questions and feel genuinely heard. This empathy and personal engagement can make a significant difference when encouraging customers to reconsider a relationship with your organisation.

Yes. Renewal conversations often uncover changing customer requirements, new priorities and unmet needs. These insights can reveal opportunities to introduce additional services, upgrades or expanded solutions that provide greater value to the customer while increasing customer lifetime value.

Yes. A personal conversation allows customers to ask questions, raise concerns and receive clarification in real time. This creates a more positive experience than relying solely on automated reminders or digital communications.

By providing reassurance and support at an important decision point, renewal calls help strengthen customer relationships and build trust. Live feedback from customers can also identify bottlenecks, frustrations and process issues that may otherwise go unnoticed, helping you address challenges, improve the customer experience and create smoother journeys.

Yes. We provide native language support across more than 25 languages, enabling organisations to deliver consistent renewal experiences across international markets and customer bases.

Renewal conversations provide early visibility into customer satisfaction, potential concerns and competitor activity.

By identifying risks before contracts expire, organisations can take action to resolve issues, improve customer experience and increase the likelihood of renewal. This proactive approach helps reduce avoidable customer attrition and protect long-term revenue.

Renewal calls provide valuable insight into customer intentions and future requirements.

This may include confirming contract end dates, renewal windows, decision-maker details, preferred communication channels, satisfaction levels, future needs, competitor activity and likelihood to renew.

This intelligence supports more effective renewal planning and helps ensure opportunities are not missed. Where customers decide not to renew, conversations can also identify friction points, barriers in the renewal process, and potential gaps in your offering, messaging or support functions.

Every renewal conversation generates valuable intelligence.

This may include customer feedback, reasons for hesitation, competitor information, satisfaction levels, future requirements and indicators of potential churn. These insights help shape smarter retention strategies, improve renewal messaging and support stronger long-term customer relationships.

Every result is supported by a call recording, giving you first-hand insight into customer conversations, feedback and sentiment rather than relying solely on reported outcomes.

A renewal service is a proactive customer outreach programme designed to engage customers before a contract, subscription, policy, warranty or membership expires.

The aim is to strengthen customer retention, reduce churn and secure timely renewals through informed, personalised conversations that reinforce value and address any concerns before customers make a renewal decision.

Renewal services can support a wide range of customer retention programmes, including:

- Insurance policy renewals

- SaaS and software subscription renewals

- Membership renewals

- Warranty and service plan extensions

- Telecoms and utility contracts

- B2B service agreements and commercial contracts

Any organisation that relies on recurring revenue can benefit from a structured renewal strategy.

The renewal point is one of the most critical stages in the customer lifecycle.

Customers are actively evaluating whether to continue, switch providers or discontinue a service altogether. Proactive renewal calls create an opportunity to reinforce the value of your offering, answer questions, address concerns and strengthen customer loyalty before a renewal decision is made.

Many organisations struggle to dedicate sufficient internal resource to proactive renewal activity, particularly during periods of growth or high operational demand.

Outsourcing provides access to experienced agents who can engage customers consistently, professionally and at scale, ensuring every renewal opportunity receives the attention it deserves.

Yes. Welcome calls help brands identify concerns, misunderstandings or service issues before they escalate. By creating an opportunity for customers to provide feedback and ask questions, businesses can address potential problems early and strengthen customer confidence in the relationship.

In some sectors, particularly regulated industries, welcome calls can form part of a broader compliance and customer care process.

They can help demonstrate that customers understand the products or services they have purchased, provide an opportunity to clarify key information and support fair customer treatment through a documented and auditable process.

Yes. We provide native language support across more than 25 languages, allowing businesses to deliver a consistent customer experience across multiple territories and markets.

This is particularly valuable for international businesses that want to ensure customers receive the same high standard of engagement regardless of location.

Welcome calls are often used to complement internal customer success, account management and service teams.

They can provide additional capacity during periods of growth, ensure every customer receives a consistent onboarding experience and act as an extension of your existing customer engagement strategy. Insights gathered through the calls can then be fed directly into your internal processes and customer management systems.

Quality assurance is built into every campaign.

Every outcome is supported by call recordings, and all results are quality assessed before being released. Campaigns are overseen by a dedicated Account Manager, supported by experienced Team Managers who work closely with agents to maintain service quality, consistency and performance.

Real-time reporting against agreed KPIs also provides complete visibility throughout the programme.

Information security and data protection are fundamental to every campaign.

TTMC is ISO27001 and ISO9001 certified and operates in full compliance with GDPR requirements. Our processes are designed to ensure the secure handling of customer information while maintaining high standards of quality management and operational control.

Welcome calls can support a range of business objectives, including:

- Creating a positive customer experience from the outset

- Introducing key contacts and support channels

- Answering questions and resolving early concerns

- Gathering customer insight and enriching data

- Measuring satisfaction and identifying potential issues

- Supporting onboarding and customer retention

- Strengthening long-term customer relationships

A successful welcome call programme combines practical support with relationship building and insight gathering.

A welcome call provides an opportunity to collect valuable customer intelligence.

This may include confirming contact details, gathering additional account information, identifying other stakeholders, securing marketing permissions, understanding customer objectives and capturing insights that can support future communications and account development.

We can build in specific and targeted profiling questions that give you assess to vital customer insights from the start.

A welcome call is a proactive phone conversation with a new customer shortly after they have purchased a product or service.

Its purpose is to welcome the customer, reinforce their decision, answer any initial questions and ensure they have everything they need to get started successfully. It is also an opportunity to begin building a stronger relationship from the very start of the customer journey.

Timing is important.

We generally recommend contacting customers within a day or two of the sale, while your business is still front of mind and engagement levels are high. This helps customers feel supported during the early stages of their journey and provides an opportunity to address questions before they become frustrations.

The period immediately after a sale is a critical stage in the customer lifecycle.

A well-timed welcome call helps maintain momentum, creates a positive first impression and reassures customers that they have made the right choice. It also demonstrates that your business values the relationship beyond the point of sale, helping to improve customer experience, retention and lifetime value.

Many businesses recognise the value of welcome calls but struggle to deliver them consistently due to resource constraints or competing priorities.

Outsourcing enables welcome calls to be conducted promptly, professionally and at scale, while allowing internal teams to remain focused on core sales, service and operational activities. It also provides access to experienced agents who understand how to build rapport, gather insight and represent your brand effectively.

Yes. We flex quickly to meet seasonal peaks, campaign spikes or unforeseen demand, scaling up rapidly where required. Our teams can flex by over 300% in scale, up to a maximum of circa 230 inbound agents

This protects your internal teams from pressure, prevents backlogs and ensures service levels remain consistent even when demand fluctuates.

Yes. We can operate within your existing CRM and other systems, giving you a unified view of workflows across both internal and external teams. Our goal is to act as a seamless extension of your team, communicating in your brand voice and providing skilled resources fully aligned with your processes and standards.

We maintain a strong management structure with close supervision ratios and inhouse certified training.

Every programme is carefully onboarded, with ongoing coaching and quality monitoring to ensure consistency, accuracy and empathy at scale.

At a glance

A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.

Full onboarding and complex training delivered in house by client certified trainers.

Agreed SLAs, robust QA and coaching maintain consistent standards.

We align with client’s own systems, processes and workflows to ensure consistency across internal/external teams.

We work to each client’s SLAs. New inbound leads are typically contacted within 15 minutes during operating hours.

This reduces missed opportunities, improves conversion rates and ensures prospects receive a timely, professional response.

The service covers a wide range of inbound call types and scenarios particularly where human empathy is critical. Agents can manage:

Standard customer service enquiries

Transactional activity, such as processing card orders

Customer complaints and objection handling

Sensitive customer interactions, including dealing with vulnerable individuals.

Insurance claims, from first contact to resolution

Roadside assistance and urgent support requests

Inbound lead qualification

Promotional and product launch calls

Helplines and crisis response

You will have access to transparent, real time reporting against agreed KPIs.

We have the ability to work 100% in our client’s own CRM, aligned with their workflows, giving full visibility or performance and ROI across internal and external teams.

We believe in full visibility, so you can see activity levels, outcomes and trends at any time and make informed decisions based on clear data.

Yes. Effective complaint handling is a critical part of delivering a positive customer experience. Our agents are trained to listen carefully, demonstrate empathy and take ownership of customer concerns, taking them through to full resolution or escalating to internal teams where required.

By addressing issues promptly and professionally, we help resolve problems, rebuild trust and protect customer relationships. In many cases, a well-managed complaint can strengthen loyalty and improve customer perception of your business.

Yes. We provide native speaker support across more than 25 languages, enabling businesses to deliver consistent customer experiences across international markets and diverse customer bases.

This allows businesses to support customers in their preferred language while maintaining the same service standards and quality controls.

Yes. Our agents can work directly within your existing systems, providing a seamless extension of your operation. This gives your business complete visibility of customer interactions, performance data and service outcomes while ensuring a consistent experience for customers.

We also deliver comprehensive onboarding and training programmes to ensure agents fully understand your products, services, processes and brand expectations.

Yes. We have a large agile team that can provide tailored support to reduce internal pressures.

Many businesses use our customer service teams to supplement existing resources, manage periods of growth, support service transformation projects or provide additional coverage during seasonal peaks.

By handling customer interactions efficiently and consistently, we free internal teams up to focus on specialist activities, strategic priorities and business growth.

Customers value businesses that make it easy to get help when they need it.

Our focus on accessibility, responsiveness, first-contact resolution and empathetic communication helps create positive customer experiences. By resolving issues quickly and ensuring customers feel heard and supported, we help increase satisfaction and strengthen long-term loyalty.

Our service is designed to scale alongside your requirements.

We can flex team sizes up and down to manage short-term demand spikes, seasonal peaks and business growth, with the ability to increase resource significantly when required. This flexibility helps maintain service levels and customer experience, even during periods of unusually high contact volumes.

We understand that customer service requirements can change quickly, whether due to business growth, seasonal demand, service transformation projects or unexpected operational pressures.

Our experienced onboarding, training and operational teams work closely with clients to implement programmes efficiently while ensuring agents are fully trained on products, processes, systems and brand requirements. This allows us to deliver a smooth transition and maintain service quality from day one.

While AI and digital channels can provide fast answers for simple, routine enquiries, many customer interactions still benefit from human understanding and judgement.

When customers have questions, concerns or complaints, they want to feel heard and supported by someone who can listen, understand their situation and provide a personal response. Human agents can offer empathy, reassurance and flexibility, helping to resolve more complex issues and build trust.

For sensitive or high-value interactions, the human touch remains a key factor in delivering positive customer experiences, increasing satisfaction and strengthening long-term customer loyalty.

Our customer service solution provides businesses with a fully managed, human-agent, customer support function, acting as a seamless extension of their team.

Our agents handle a wide range of customer enquiries, providing timely, professional and empathetic support that helps customers resolve issues, access information and achieve the outcomes they need. Every interaction is designed to strengthen trust, improve customer experience and build long-term loyalty.

We operate against clearly defined service levels and agreed KPIs.

Our inbound services provide 24/7 coverage, with 80% of calls answered within 20 seconds and abandonment rates maintained below 5%. Depending on sector and enquiry type, first-contact resolution rates typically range between 75% and 85%. Out of office shrinkage is 100% our cost not our clients.

We also provide transparent real-time reporting, enabling clients to monitor performance and customer experience at all times.

Our agents support a broad range of customer interactions, from straightforward information requests through to more complex service enquiries and complaint handling. We also have a specialist claims handling and resolution team, as well as roadside assistance specialists.

We adapt to your processes, systems and customer journey, ensuring enquiries are handled consistently and professionally while reflecting your brand values and service standards.

Yes. Many organisations experience fluctuations in enquiry volumes due to marketing campaigns, events, seasonal demand or market conditions. Our flexible approach allows us to flex up and down, pause or scale resources as required, helping maintain response times and service quality regardless of volume.

This ensures opportunities continue to be managed effectively during both peak and quieter periods.

Yes. Backlogs often develop during periods of growth, marketing activity, seasonal demand or resource constraints. We can quickly engage previous enquiries, assess ongoing interest and reintroduce opportunities into the sales process.

This helps recover value from leads that may otherwise have been lost and ensures every enquiry receives appropriate follow up.

Yes. Many businesses have valuable prospect data that has gone cold due to timing, changing priorities or a lack of consistent follow-up. We can reconnect with previous prospects, understand their current needs and identify opportunities that may now be ready to progress.

Through personalised conversations, we help uncover renewed interest, update outdated datasets and turn previously inactive leads into new sales opportunities.

Fast, consistent follow up significantly increases the likelihood of engaging prospects before interest declines.

By combining rapid response with professional human interaction and structured qualification, we help organisations move more enquiries into meaningful sales conversations. This creates a smoother buyer journey and improves conversion across the pipeline.

Our lead management service acts as an extension of your sales function.

By handling initial engagement, qualification and follow up, we reduce the administrative burden on sales teams and allow them to focus on progressing opportunities and closing business. We also provide richer insight that helps sales teams prepare for more productive conversations.

Speed is critical when managing inbound enquiries.

Our teams are structured to respond quickly while interest and engagement levels are highest. New inbound leads are contacted within 15 minutes during operating hours, helping maximise engagement and increase the likelihood of conversion.

Our agents use agreed qualification frameworks to assess each opportunity.

This may include exploring needs, challenges, timescales, decision-making processes, current needs, budget considerations and overall fit. We also gather valuable insight into motivations, priorities and buying intent.

This enables sales teams to focus on opportunities that are genuinely ready for further engagement.

We provide detailed information to support effective sales follow up. All results are provided with full leads notes and a call recording so you can hear our conversation with your prospect first hand.

Depending on your brief and requirements, insight may include qualification outcomes, prospect needs, business challenges, buying timescales, decision-maker details, engagement history and next-step recommendations.

This richer insight helps sales teams prioritise opportunities and tailor their approach more effectively.

Lead management is the process of responding to, qualifying and progressing inbound enquiries so that every opportunity receives the right level of attention and follow up.

Our lead management service ensures inbound leads are engaged quickly, assessed against agreed qualification criteria and moved efficiently through the sales process. The goal is to maximise conversion while ensuring no opportunity is overlooked.

We support enquiries from a wide range of inbound channels, including:

- Telephone enquiries

- Website contact forms

- Marketing campaign responses

- Email enquiries

- Content downloads

- Webinar and event registrations

- Social media enquiries

- Partner and referral leads

Our approach ensures a consistent experience regardless of how the prospect enters your sales funnel.

Generating enquiries is only the first step in the process. The real value comes from how effectively those enquiries are managed.

Research consistently shows that prospects are most likely to engage when they receive a prompt response. Delays, inconsistent follow up or a lack of qualification can result in valuable opportunities being lost to competitors or dropping out of the pipeline altogether.

Effective lead management helps ensure every enquiry is captured, assessed and progressed appropriately.

Many organisations invest heavily in marketing activity but lack the internal resource to respond to every enquiry consistently and quickly.

Outsourcing lead management helps ensure opportunities are engaged while interest is highest, qualification is completed consistently and valuable sales resource is focused on the most promising opportunities.

It also provides flexibility, scalability and specialist expertise without increasing internal overhead. All of this maximises the return on your marketing acquisition investment.

Yes. Understanding customer concerns early allows organisations to address issues before they escalate, reducing the risk of customer attrition and strengthening long-term relationships.

Yes. As an FCA-authorised business, TTMC delivers TCF-compliant calling programmes that help organisations understand customer experiences, demonstrate fair treatment and identify areas requiring attention or follow-up.

Yes. Our phone-based NPS surveys deliver higher participation rates and more representative samples by reaching customers who may not engage with digital surveys. We also capture the reasons behind scores, providing valuable context for improvement initiatives.

Initial data outputs can typically be delivered within 24 to 48 hours of fieldwork commencing, with ongoing reporting and insight delivery aligned to agreed project schedules.

Customer satisfaction surveys are designed to measure how customers feel about their experiences with your organisation, products or services.

Our phone-based approach goes beyond collecting scores by uncovering the reasons behind customer perceptions, helping organisations understand what drives satisfaction, loyalty and advocacy.

We provide both quantitative and qualitative insight.

Alongside survey scores, we capture verbatim feedback, emotional cues and the reasons behind customer opinions, helping organisations make more informed decisions. Call recordings are provided with every result, giving you first hand ‘voice of the customer’ feedback.

Telephone conversations provide greater depth than digital surveys alone.

Our interviewers can probe responses, explore sentiment and uncover context that helps explain why customers feel the way they do. This creates more meaningful and actionable insight.

Yes. Customer surveys provide evidence-based insight that supports proposition development, customer experience improvements, service enhancements and wider business strategy.

Yes. Our research programmes can uncover competitor strengths and weaknesses, changing customer expectations, market trends and buying criteria, helping organisations make more informed commercial decisions.

Customer satisfaction surveys focus specifically on measuring satisfaction, loyalty and customer experience.

Customer surveys have a broader research purpose and can explore customer needs, buying behaviour, market perceptions, competitor activity, service preferences, future demand and wider business questions.

We use structured CATI methodologies with built-in logic controls, validation rules, quota management and rigorous quality assurance processes.

This ensures representative samples, consistent delivery and reliable data outputs that organisations can trust.

Our flexible research teams can mobilise quickly for urgent or large-scale projects, with initial data outputs typically available within 24 to 48 hours of fieldwork commencing.

Customer surveys are structured research programmes designed to gather insight into customer opinions, behaviours, experiences and decision-making.

They help organisations understand customers more deeply, identify opportunities for improvement and make better-informed strategic decisions.

We support a wide range of research programmes, including:

- Voice of customer studies

- Customer experience research

- Market perception surveys

- Competitor benchmarking

- Pre-sales and post-sales research

- Product and service feedback studies

- Customer needs analysis

- Buying behaviour research

Phone-based research enables richer, two-way conversations that provide greater depth and context than digital-only approaches.

Interviewers can clarify responses, explore motivations and uncover insights that may otherwise remain hidden.

Yes. During conversations, our agents are actively looking to identify additional stakeholders, influencers and decision-makers that are not currently recorded in your database. This expands your target universe and increases the value of your data.

Yes. Our flexible resourcing model allows us to scale across large datasets, multiple sectors and international markets. We also provide native language support in more than 25 languages to support multinational programmes.

Clean, accurate data improves segmentation, targeting and message relevance.

It helps reduce wasted spend, improve email deliverability, minimise bounce rates and increase the effectiveness of sales and marketing campaigns across all channels.

Depending on your objectives, we can validate:

- Contact names, roles and responsibilities

- Decision-maker status

- Direct dial and mobile numbers

- Email addresses

- Communication preferences

- Consent status

- Company and organisational information

- Segmentation and profiling fields

Phone-based validation often uncovers valuable commercial insight.

Conversations can reveal organisational changes, upcoming projects, purchasing plans, market developments and indicators of future demand that can inform wider sales and marketing strategies.

Data cleansing is the process of validating, correcting and updating information within your database to ensure it remains accurate, relevant and usable.

Our phone-based data cleansing service verifies contact details, roles, responsibilities and organisational information through live conversations, creating a more reliable foundation for sales, marketing and customer engagement activities.

Even well-maintained databases naturally degrade over time as people change roles, organisations restructure and contact details become outdated.

Poor quality data can lead to wasted marketing spend, reduced campaign performance, lower response rates and missed sales opportunities. Regular data cleansing helps maintain accuracy, improve targeting and support better business decisions.

Automated tools can identify some inaccuracies, but they cannot verify information directly with contacts.

Live conversations allow us to confirm details with precision, identify organisational changes, validate decision-maker status and uncover information that would otherwise remain hidden. This human-led approach delivers a level of accuracy that automated processes alone cannot achieve.

Yes. Enriched data provides valuable context around customer needs, priorities and buying intent. This enables sales teams to prioritise opportunities more effectively and have more informed, relevant conversations.

By providing deeper customer and market insight, sales teams are better equipped to tailor their approach, position their offering effectively and engage credibly with senior decision-makers. This helps increase conversion rates, accelerate sales opportunities and improve overall sales performance.

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.

Yes. Our agents can confirm consent status, email opt-ins and preferred communication channels in line with GDPR and PECR requirements, helping ensure future outreach remains compliant and permission based.

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.

Richer data allows organisations to segment audiences more effectively, personalise communications and improve campaign relevance.

This typically leads to stronger engagement, improved response rates and better alignment between sales and marketing activity.

In additional to improving data quality, our data enrichment helps businesses build a richer understanding of their target market and identify opportunities that may otherwise remain hidden. The insight collected can also help refine product development, strengthen marketing messages and ensure propositions remain aligned with evolving customer needs and market demands.

Enriched data provides a clearer understanding of customer behaviour, market dynamics and future opportunities.

These insights support proposition development, customer experience improvements, strategic planning and long-term growth initiatives.

Data cleansing focuses on accuracy and validation.

Data enrichment goes further by capturing additional information, profiling contacts, understanding priorities, identifying buying signals and gathering insight that strengthens segmentation and targeting.

Data enrichment enhances your existing database by adding missing information, profiling data and commercial insight that improves understanding of customers and prospects.

Our phone-based approach combines validation with qualitative data capture, creating richer, more actionable intelligence for sales and marketing teams.

The more you understand your customers and prospects, the more relevant your communications become.

Data enrichment provides deeper insight into needs, challenges, priorities and buying behaviour, enabling more personalised engagement and more effective sales and marketing activity.

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. 

As a telemarketing agency, we work on our own behalf and on behalf of various clients, contacting existing and prospective B2B and B2C customers using the phone and other channels. As this involves the processing of personally identifiable data, it is vital that we comply with the GDPR, and are committed to the secure and compliant handling of all data held and processed by the company.

The Telemarketing Company is registered with the ICO – registration number Z5198027

Yes, it is. GDPR legislation does allow businesses to cold call but ensures it is done in a responsible way, only where there is a ‘Legitimate interest’ to do so, and where the interests, rights and freedoms of the individual are protected.

Under GDPR, organisations are entitled to process personal data to carry out their usual business activities and this can include direct marketing. In the context of cold calling, this means considering the rights of the individual not to have their privacy invaded by unsolicited calls.

Read more on cold calling and legitimate interest

The data we process is obtained from several sources. These include information requests via our website or other channels, our clients, GDPR compliant data providers and online resources in the public domain.

More on data sourcing

All data is securely stored and processed within the EU. As Data processor, we undertake to keep all personal data confidential and secure when performing any processing activity.

We guarantee compliance with adequate technical and organisational security measures necessary to properly protect and secure the personal data collected, processed and used.

Personally identifiable data is never shared with any third party other than the client we are working on behalf of. We never resell or share this data to any other party other than in the circumstances below:

• In the event that we sell any or all of our business to the buyer.
• Where we are legally required by law to disclose your personal information.
• To further fraud protection and reduce the risk of fraud.

Yes. Although complex setups with deep integration can be more costly, our standard set up fee of £750 covers all of the elements typically required to launch an engagement. 

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.

Read more on the benefits of outsourcing

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.

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.

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.

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.

We have 220 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 is 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.

We can either work with a database you provide, competitively source data on your behalf or work with a combination of the two.

If data quality is an issue, we can use our research services to build out, verify and profile old or incomplete data before telemarketing commences to build a focused and fresh list with opt-in email addresses.

More on data sourcing

We provide our full range of services in 25+ 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.

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

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.

Yes. Call recordings are provided for all results and these can be accessed through TTMC Connect, our online client portal.

We cover both, with each accounting for around 50% of total revenue.  

Our outbound work has been primarily in the B2B sector but has always included a subset of B2C work where a more consultative, B2B-type approach, often involving high-value, non-transactional propositions, is required. Our inbound work spans both B2B and B2C and covers a wide range from inbound lead and enquiry management to high volume call handling and enhanced customer care.

Yes, we offer both – see our services page.

Telemarketing provides both immediate customer feedback and long-term market intelligence:

• Short term: Quick, accurate insight into which messages and propositions resonate within specific market segments, so the approach can be rapidly pivoted to address new opportunities.

• Medium term: Systematic capture of insight into which markets, job roles and triggers gain traction over time enables continuous refinement of the approach.

• Long term: Voice of customer insight from hundreds of conversations with prospects and customers can help shape product development, brand positioning, pricing and go-to-market planning.

A highly personable, flexible and data-led channel, telemarketing can add value across the sales cycle, integrating seamlessly with digital channels to accelerate sales growth.

Telemarketing can be applied across any stage of the customer journey moving leads from awareness through to intent, helping drive sales growth. It is particularly valuable in increasing ROI from digital channels by qualifying leads from inbound channels and closing the gap between early-stage leads and sales-ready opportunities.