How do you guarantee the quality of your work?
TTMC’s services are delivered in complete compliance with all relevant UK legislation, including the Data Protection Act, GDPR (General Data Protection Regulation), The Freedom of Information Act and all Ofcom (Office of Communications) and ICO (Information Commissioner's Office) rulings, including strict adherence to the TPS and C/TPS (Corporate/Telephone Preference Service).
TTMC is a member of The Data and Marketing Association (DMA), a Market Research Society Company Partner and is authorised by the Financial Conduct Authority so our work is fully compliant with (as relevant) the codes of conduct and rulings of those bodies.
TTMC is also ISO9001 accredited and has a comprehensive and robust quality management programme.
All calling is carried out to professional standards by agents coached and trained using the Institute of Sales Management (ISM) framework, or the Market Research Society Accredited Interviewer Scheme (AITS), depending on their specialism. A dedicated Account Manager assigned to each campaign is responsible for proactively managing the calling approach, data and all other aspects of the engagement to ensure quality and underpin continuous improvement.
Find out more about how we work and calling under GDPR
How do you guarantee the quality of outcomes from calling?
We have a formal briefing process and briefing document, which capture client requirements at the start of every engagement. This includes the desired outcomes from the telemarketing activity and a definition of what constitutes a lead or outcome, using BANT (Budget, Authority, Need, and Timeline) or similar qualification criteria.
The agreed qualification criteria form the baseline against which we quality check all results. We quality control and provide quality checked recordings for every single result we produce throughout an engagement. A manager manually checks all outputs from calling, including any notes and the call recordings, before they are released to ensure they comply fully with client requirements.
How does your QA (Quality Assurance) process work?
Quality starts with the caller; our agents are monitored, trained and coached intensively to ensure the highest standards are maintained and the phonetic alphabet is used as standard to minimise errors.
We use a proprietary QA tool, Carbon Quality, which supports customised call scoring frameworks to sample, review and score call recordings from the team regularly, typically at a rate of at least 5% per agent. This systematic approach allows us to audit quality and to identify team and individual trends and drive coaching and training.
In addition, the calling platform is coded to ensure the highest quality of data – for example, answers to questions are cross-referenced “live” during the call, allowing any discrepancies to be queried. Input masks are employed to ensure accurate data capture. Email addresses are tested electronically and re-verified if delivery issues are identified. Conditional routing and mandatory fields are also supported.
Do you provide call recordings?
Yes. Call recordings are provided for all results and these can be accessed through TTMC Connect, our online client portal.
Do you offer online reporting?
Yes. “TTMC Connect”, our online portal, provides access to campaign analytics, quality checked result downloads with call recordings, completed quality assessment forms with call recordings, data downloads and real time MI (Management Information).
Prior to campaign launch, clients are given access to TTMC Connect and logins provided for all members of the client’s team who need access. Features provided by the portal include:
Real time performance analytics with multiple drill downs and segmentation
A wide range of “on demand” reports with multiple drill downs and segmentation
Live download of all QC passed results
Access to live campaign data
Download of call QA assessments and call recordings
Snapshots of pipeline, performance vs target, dataset and focus list KPIs etc.
Weekly campaign notes from your Account Manager
The ability to download “report packs” which can be distributed to other stakeholders in your organisation
TTMC Connect offers enterprise grade security; it is built on a secure Microsoft Azure platform with all data stored and processed in the UK.
Will an Account Manager be assigned to our campaign?
An Account Manager is assigned to each client as the day-to-day contact for all aspects of their programme. They will discuss each client’s preferred communication format/frequency, which is generally a combination of email, phone, conference call, and face-to-face meetings.
The Account Manager is responsible for overall project management and is particularly focused on driving calling performance, ensuring the quality of the calling campaign and managing the integrity of the data. Telemarketing performance is driven in part through rigorous review of a range of KPIs captured by our bespoke calling platform. These include dial rates, diarised callbacks, DMC rates, literature requests, pipeline conversion and a wide range of other metrics.
By carefully analysing the call metrics available through the reporting platform, the Account Manager aims to identify trends and patterns that allow them to continually modify the campaign approach, delivering on-going performance increases.
The second important area of responsibility for the Account Manager is quality. Account Managers and their Team Leaders listen to live agent calls and call recordings and actively seek feedback from the client. This process is ongoing but naturally more intensive during the early part of an engagement when Account Managers actively seek feedback from the client on call recordings and meet daily with Team Leaders to review the previous day’s activity and create any campaign modifications that may be necessary.