What are the steps to developing an on-site teleservices profit center? 

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In addition to providing your firm with an outside teleservices marketing and sales support capability, consultation services are also offered. This may include developing a complete on-site center, or consulting on any of its components. The integral facets of an on-site program are: the development of program objectives and database; a test program with script development; staff training; and development of measurement criteria for the program results.

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I. PROGRAM DEVELOPMENT AND STRATEGIC PLANNING

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• Review of existing marketing plan and development of teleservices strategy

• Development of program objectives

• Prioritize objectives

• Outline strategy

• Sales process audit and market identification

• Test program with custom designed script guide

• Integration and synergy of advertising and promotional media with teleservices plan

• Database requirements

• Activity analysis reports

• Performance evaluation reports

• Forms design/screen format

• Call anatomy

• Intra-company introduction and coordination of program

• Compensation and motivation elements

• Decision on benchmarks of success and when they will be evaluated
   

II. HUMAN RESOURCE MANAGEMENT

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• Task management system

• Development of job descriptions

• Development of communications methods and procedures between teleservices, sales personnel, and management

• Coordination of the teleservices program with the salesforceto gain cooperation and generate feedback regarding account activity

• Establishing account handling guidelines for inside and outside personnel

• Staff Training(each teleservices representative requires training dependent upon his or her degree of proficiency)

• Training the trainer

• Continuing training to self-evaluate performance

• Evaluation of communicators and the teleservices group

III. PROGRAM RESULTS, MEASUREMENT CRITERIA, AND DATABASE MANAGEMENT

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• Development of program measurement criteria and monitoring/tracking of program results

• Implementing teleservices strategies

• Inter-department synergism

• Use of existing data

• Database management

• Review of documentation procedures for communication with management personnel

• Transition from manual to paperless operation

• Screen formatting

• Inquiry screening, tracking, and reporting

• List maintenance and enhancement

• Management reports
   

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