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

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.

I. PROGRAM DEVELOPMENT AND STRATEGIC PLANNING

  • 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

  • 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

  • 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