Insider Perspective

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 Management) 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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