$2800 in four days Using Telemarketers- Just thought I would share (The story not the MONEY!)

by grin
31 replies
So its about time I started writing back after reading so much. I should also like to thank Adam "Maverick" Nolan, Amir Luiz and John Durham as I really found some key points of interest in their writings and many thanks to them for contributing.

First, I have little problems with making cold calls on business, one that I do have is that I have a ton to do as it is and as valuable as making calls can be, it sometimes is out of the time frame. So, I outsourced contractors to do it. I have done almost every kind of sales job you can think of and handled phone calls in just about every manner you can think of; so it was not really difficult for me to figure out a way to do this.

What was really fascinating is that with all the changes in technology over the years just HOW AMAZINGLY easy this was to do. I mean I basically set up a virtual PBX in about one hour. Purchased local phone numbers to use on Skype and had a couple callers hired and sent them scripts in less than 24 hours. And I was only paying less than five bucks an hour for ten hours a week.

What really made me start thinking about how valuable it is to do it this way is it turned the tables on me and how I think about the marketing of my business. I had to rethink the scripts for a foreign person to speak on my behalf, make it short and sweet and tell them how to get to a CTA. How to qualify a sales call etc. But all of this from a different point of view, when I am usually used to thinking from my viewpoint in this kind of thing.

Within a day my first caller had an appointment, and then the next day my other caller had an appointment. One was a simple WP site, and the other turned into a highend site with several components. Both came out to be $2800 and that was me pricing low. I am starting a new brand, so while some people may have heard of me in this town, they have not heard my new company name, but now I already have them telling others about my work - this ROCKS! I even have a meeting coming up that has something to do with the NFL in a few weeks. Not that it is what I am thinking, but there is cool point here in that doing business on your own brings up surprises everyday you just never say coming.

What was really great was I had more time to go to the appointments and get the work managed and completed. As of right now, I am cool with making phone calls myself, but I was happy as hell that I had others doing it.

I started to write this up in book format but was curious if anyone else has thought of hiring telemarketers or appointment setters from the outsource sites? Or have had any experiences with this kind of approach?
#$2800 #days #money #share #story #telemarketers #thought
  • Profile picture of the author krzysiek
    Hi,

    Thanks for your post. Some of it seems quite similar to me, in the sense that I want to make calls but a lot of the time I am short on time. I have made calls over the last few weeks and have had a bit of interest (for other services) but I am thinking of joining the telemarketing forum to pick up some good knowledge, and try to start off with selling websites.

    I think I may give outsourcing a short go. I may put someone on for about 1 week and see if they will close any appointments for me around the area. If they do, then I obviously won't have a problem getting them to stay on for longer.

    Question: where are you getting them to get the numbers from. Do you supply lists, or do you get them to go off of the Yellow pages, etc?

    Also, is the Virtual PBX needed? Can't they just use a Skype account given to them by you?

    Thank you!
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    • Profile picture of the author grin
      Hey Krzysiek,

      yeah the time thing is an issue, especially when the jobs are much more unique and custom solutions - then delegating these can take up time just explaining it to yourself or outsources.

      I certainly had to check in on their effectiveness, so I had to have a quota and follow it. No matter what I thought of them or their potential, you have to follow a quota. Fortunately for appointments, its not that high.

      I have a call list, actually one of those bulk directories on DVD. I extracted a postal code area, and gave them a list of around 750 - 1500 numbers. Leads and lists is a whole topic in itself, there are always ways to do it. In this case I can tell you it would have been just as well to give them a web site for any kind of business directory and tell them to mine the data.

      I was actually using Skype - but I had to use Skype's Business Account system. What was interesting though is when I was looking into this, there were several levels that I could put together. You could actually start from one person with one Skype account and even parlay that up to rented seats using predictive dialers.
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  • Profile picture of the author jimbo13
    Hello Grin.

    Don't know if that is your name or nickname but I think it is great. Makes me grin in fact!

    To your question, many large companies use outsourced telemarketing in the UK.

    It is not a problem as they are following tested scripts.

    I personally would use a professional outsource company with a contracted number of people required. That way if someone was off sick the company would get it covered.

    I just need to see their stats.Numbers called, conversion to appts and the ability to listen to recordings at random to check people aren't getting lazy. Most telecentres in the UK do this for you as a matter of course. I would imagine the US do it as you tend to be more advanced than us.

    It is a good idea to make some calls yourself every now and again as markets change and you want to gauge these subtle changes. I suspect you know that but I wrote it anyway.

    Does that help?
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    • Profile picture of the author grin
      Jimbo,

      Yeah that helps, it is good to hear other viewpoints. One of things I started using was a hosted call manager and a Skype system. That totally blew me away. I have similar systems when I worked in a call center WAAAAY back. Seeing how you can get an outsourcer to use a hosted call tracking system was killer, since they can record the "disposition" and other items, and then also you get your "results/appointments" recorded for you to work with how you like.

      Thanks for the input.
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  • Profile picture of the author krzysiek
    Hi Grin,

    Thanks for your reply. Yep, I think I might give this a go but starting with just the one Skype account and also telling them to mine the data and then call (to minimise upfront expenses).

    Sounds like it is slowly coming to work well for you. They should get better with time and if you are seeing a good ROI then you can in reality just expand your operation with more telemarkets (and maybe even slowly outsource the meetings haha) and even the website construction. Of course, at the moment this may be stepping a little too far into the future... but it certainly seems like a possibility for the not too distant future.
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    • Profile picture of the author grin
      Yeah one of my main goals is to hire a sales rep. At that point I can afford to move the phones to a service. What I see is this is a great way to start at entry level. Within a short time you can either upgrade to a telemarketing service or even switch over to a local sales rep. Getting the product knowledge ready for the telemarketer really helped with putting it together later for a salesman. I have had salesman in the past and I usually left everything to them and then made "social" calls when I felt like it to keep in touch with the clients. So I am looking forward to that again pretty soon here.
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  • Profile picture of the author krzysiek
    Sounds pretty good! I just put an ad in oDesk for telemarketers. I have had small experience with one before and although he sounded great with little to no accent, I unfortunately did not get any results out of it (was for non-website related stuff) but I've put a new ad out and will give another telemarketer a go.

    Worst case scenario? I'm out of pocket about $100 after 3-4 days (which should give me at least one appointment anyway if all goes well - so I likely won't even be out of pocket).
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    • Profile picture of the author grin
      If you have not checked it out, go get setup with skype manager. Then you can create a business account and give the person the signin, but you control the account. It also shows you what time and how long the call is and you can purchase a local number for the skypeOut. What is cool about that is if you need to drop one caller and take up another, you can just transfer the details over to the next person and keep the same number.

      Yeah actually the cool thing was if I had someone working ten hours a week (two hours in the morning five days a week) and I only got one appointment that produced a sale the ROI was WAY over the cost.
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  • Profile picture of the author krzysiek
    Sorry to ask something that I believe you have answered already in the original post, but you said your telemarketers set some appointments (sounds like you had 2?)

    Going by your own experience with them, how much/many hours does one of them need before they set an appointment, on average (not sure if you have enough data yet to really say - but would be interesting).

    Also, 2 hours per day is not much - imagine you gave them 5hrs per day or something to that effect... sounds like there is certainly potential to this idea. But better to start small, get everything smoothed out so you know the process very well and then worry about expanding - but all in all, sounds like a decent possibility.
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    • Profile picture of the author grin
      Good questions. In any situation I would always suspect there is some transition for both of you. The good part is that I set them up just to set appointments and not close a sale or persuade much. I just had them introduce the name, bring up that its about Web Development and ask for an appointment.

      2 hours is not much, but it is enough to get 1 appointment. Play the numbers on this, if they don't get any the first two days for example, they should have at least 2 or more on the third day. I was fortunate to get an appointment the first day, so that is not out of the question. Again, asking for appointments is not as hard as closing on some decision. The main issue I had was they had set some appointments that must have been something like:

      Can we meet on wednesday or would thursday be good for you?
      Sure, come on over tomorrow around 10am

      So when I call back and confirm the appointment that day, I find out they just wanted to get off the phone (definitely a midwest America thing, not sure about other places).

      I would say have them run as long per day as you are comfortable with paying for. I had my own rules - more like superstitions on calling which really could be as effective as using a rabbits foot; up to if these make sense.

      1. I like to call at least half an hour before opening (got that from the book calling VITO)
      2. People get kind of dull on the phones around lunch time around here. So around 11am to 2pm the phones that actually answer drops off.

      Now, in the past when I was doing B2B sales, I did all my calling from 7am to about 10am. I made sure to set at least one appointment a day, and handling those took up the bulk of my day. Creating proposals, presentations, etc. I do not like more than three a day, because I will be driving all over town, and then come back to make sure paperwork is done.

      So, sometimes I would do calls around 4:30pm until 5:30pm but many people have gone or are walking around the office chatting or whatever, by then. So yeah there are still people working, but people answering the phone starts to drop off.

      So you could have them call, but lunch and end of day might by a serious lag point. Of course those are just ideas, and could very well have nothing to do with your area. So yeah, if you want have them call for 8 hours on Monday, and check in with them on Skype chat every hour or so to see how its going.

      I should mention the first day, I also checked in after the first two hours and had the guy role play with me. I listened to how he delivered the script, and tailored it up a bit. I also got crazy questions from him the first day "...Do we do websites - customer want to know?" Which is what prompted me to stop him calling and talk about how things were going rather than shout "OF COURSE WE DO WEBSITES WTF!?" so of course it was not all pretty and clean right off the start.

      The cool thing is when you get to a rented seat, those services offer you the ability to listen in on the calls. But at the small level, you just want to keep it simple, short and easy.
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  • Profile picture of the author Jay Rhome
    I had put an ad and was approached by an African based telemarketing firm - I guess the equivalent for French of the Philippines/India firms for English.

    I realized I had to really simplify the script, AND really filter the business list they had before they called. They don't know the details and nuances to adjust, everything had to be super simple.

    I was very happy with the final script but basically got next to zero results. I might hire a local firm next at $12-15/hours, and will probably get a much better return.
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  • Profile picture of the author John Durham
    Many props and respect to you honorable Grin.

    You are a Hero, and even more, a light.

    May you continue to Rock on, and "Thank You" for being one who pays it forward, and is an inspiration to others, myself included.
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  • Profile picture of the author ADukes81
    Great stuff Grin!

    Thanks to John, Amir and a lot of people here and on the TMF I have had some success to and it all started with cold calling, something I had never done up until a few moths ago, but I can tell you IT WORKS!!!

    I have not made calls in just over a a month because I have been too busy with clients, a beautiful thing!

    Once again, great job!
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    • Profile picture of the author grin
      Originally Posted by Jay Rhome View Post

      I was very happy with the final script but basically got next to zero results. I might hire a local firm next at $12-15/hours, and will probably get a much better return.
      I agree and totally understand. When I was first trying this out I had hopes of having someone close online and more. Even as I was writing out material for them to use I realized its not so easy for them to get it or feel the drive. It's the same for any tele-whatever, the incentives and product knowledge something that have to be there at some level; and that is what you have to manage. This is why I just concentrated on setting appointments. Really if you think about it, that can have some details to it alone. But yes, keep it simple and clean for them - I kept reminding them that it was only about hunting down the possibility of meeting.

      Originally Posted by John Durham View Post

      Many props and respect to you honorable Grin.

      You are a Hero, and even more, a light.

      May you continue to Rock on, and "Thank You" for being one who pays it forward, and is an inspiration to others, myself included.
      Thanks John, appreciate the comment.


      Originally Posted by ADukes81 View Post

      Great stuff Grin!

      Thanks to John, Amir and a lot of people here and on the TMF I have had some success to and it all started with cold calling, something I had never done up until a few moths ago, but I can tell you IT WORKS!!!

      I have not made calls in just over a a month because I have been too busy with clients, a beautiful thing!

      Once again, great job!
      Yeah that is actually the thing where I see doing this more and more. I mean I remember the days when I did not want to make any phone calls whatsoever when I had my first office and everything and selling advertising related stuff. Now, well I have no problem after thousands and thousands of phone calls later - but I am just so damn busy. Then the feelings of procrastination and busy start to intermingle - so this was a great way for me to get some of that unstuck.

      So I feel like the way I did this is not a long term solution but it feels like a good transition to upgrading your sales staff; internal and external. Or if you want to remain small you can continue with something similar in a campaign style.
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  • Profile picture of the author Amir Luis
    You know... Grin you are an inspiration.

    I have often said... "let me know how that works out for you". When people would ask me about hiring overseas callers... Actually...

    The one thing I like about Odesk is you can see screen shots of their daily activities. The workers that I got from the Philipines were looking for work, chatting, or on facebook while they were billing me...


    My experience was different than yours, but I now know why. I did not take the time to manage well. I just threw them in expected them to swim.

    Frustration, resentment, and the eventual firing of all callers came shortly there after.

    Had I taken the time to do it the way you did it... I may have had a different experience.

    If you put out a WSO on how to successfully hire Overseas Appointment Setters... I would buy it...

    By the way.... You did let me know how that worked out for you....

    Thank you for that. You have changed my perception a little...

    Just a little
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    • Profile picture of the author grin
      Amir,

      Hey thanks for the reply. Actually I do not think our experiences are that different. I did write this up as a potential WSO, but I really wanted to give back a little here and also see what others are thinking about all of this.

      Our experiences are not different at all I would say. It's just I went through the frustration on other projects lol. I have experience in IT/Sales, so that is something I have going for myself. Also, as I was writing this up in the form of a product like a WSO, I was really surprised at how much I had to write about. You bring up a good point about management. It has to be done, but if there is too much then its a headache, and too little and the project will fail. So yes, I have had situations that just plain suck, but then I have had several situations where success lands right on the spot and that is an impressive moment.

      Based on my own experience with sales and using the phone, I would still say that making those calls yourself is TOP. Then again, I think the longer you are in business the more emails/phones/meetings become a single thing that melts together. Having an appointment setter is just a nice booster and if you find a really good one you can upgrade them to a customer follow up/courtesy caller.

      Anyway, thanks for the reply I enjoy reading your perspective and have found myself telling prospects "Wanna be a number or a name?".
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    • Profile picture of the author grin
      That was easier to get going than I thought it would be.

      http://www.warriorforum.com/warrior-...a-glasses.html
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  • Profile picture of the author paulie888
    Grin, great job! Since you say that you've had the best results calling businesses between 7-10 am, are these the typical hours you get your part-timers to work when calling to set up appointments for you? Do you take the time zone into account, since you've basically got a 3 hour variance to work with from West coast to East coast in the US?

    You've done a really awesome job training these Filipinos, I imagine that you've devised a really simple script that works for them and brings you good conversions. Would you mind running us through how you trained them so well, and what you did to get them up and running so effectively? (It seems like training's really important especially when outsourcing appointment setting and telemarketing in general.)

    Also, do you think it'd be feasible for me to devise a simple script for an outsourced worker to set appointments for Google Places type services that actually works? I'm curious if this could be done easily, as Google Places may take quite a bit more explaining than just asking to consult about website set up.

    Paul
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    • Profile picture of the author grin
      Originally Posted by paulie888 View Post

      Grin, great job! Since you say that you've had the best results calling businesses between 7-10 am, are these the typical hours you get your part-timers to work when calling to set up appointments for you? Do you take the time zone into account, since you've basically got a 3 hour variance to work with from West coast to East coast in the US?
      Well keep in mind this is for offline, so of course you have to match the contractor time zone with your local time zone. RP is of course about 12 or so hours depending on which island they are on. Also, you may notice that contractors like to have more than one job going on, so only doing three hours a day tends to fit with them (so far).

      Originally Posted by paulie888 View Post

      You've done a really awesome job training these Filipinos, I imagine that you've devised a really simple script that works for them and brings you good conversions. Would you mind running us through how you trained them so well, and what you did to get them up and running so effectively? (It seems like training's really important especially when outsourcing appointment setting and telemarketing in general.)
      Yeah I actually started writing that out and it turned into a 40 page book, lol. The whole action itself is really simple, but going over the items gets detailed. Basically, I concentrated on appointments and listed out requirements for that to happen. Then keep the script simple and to the point but make sure to ask for action, which is of course similar to ABC (Always Be Closing). The trickier parts is handling objections/questions and that is where it can get detailed but has to be tailored and worked on depending on what your objectives are. I checked in daily on progress and only spent a half an hour going over these things. KEEP IT SIMPLE, the real details of a sale can be done in a meeting. If you want them to close, then you have to setup a web page that goes into details, shows who you are and somehow gets them to be confident to work with you - totally possible but I was concentrating on offline meetings.

      Originally Posted by paulie888 View Post

      Also, do you think it'd be feasible for me to devise a simple script for an outsourced worker to set appointments for Google Places type services that actually works? I'm curious if this could be done easily, as Google Places may take quite a bit more explaining than just asking to consult about website set up.
      Paul
      I think that the initial call is the best time to set out the POTENTIAL of what you can do; build interest. The actual details of what you are ready to do can be discussed in person. Never forget that your outsourcer may end up talking to a competitor, or a friend of your competitor who like to shop price and features. So you can have a contractor write that down as a matter of interest, do not go into great detail other than "Yes we can do that..." and get into it further when you call back or meet in person. I like to think of it in terms of, if someone asked if you can build a rocket, tell your outsourcer to say "Sure thing, lets get you a meeting and we can go over the details...how's Wednesday or Thursday".

      There is a difference between telemarketing, Telesales, Lead Generation and Appointment setting. For instance, a telemarketer calls up and says "We'd like you to fill out a form.". Telesales calls up "Can we get a commitment." and appointments are really just "can we meet?". All the other parts are just details, and don't really matter until you have a contract and a pen in your hand.
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  • Profile picture of the author rolltide
    what did you pay them?
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    • Profile picture of the author grin
      Originally Posted by rolltide View Post

      what did you pay them?
      Roughly $5 an hour and about ten hours a week. But in contract work I think that is really up to you how much you want. You have to test them out first, a $4 an hour person could outdo a $20 an hour person any day of the week.
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  • Profile picture of the author Amir Luis
    In the interest of lowering cost....

    If you put out a WSO on this matter... Let me know... It wouldn't hurt my feelings to save money... I can tell you that...
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  • Profile picture of the author Amir Luis
    Hey Grin.... I just got through reading your WSO... all I can say is WoW!


    I tried outsourcing blind when I first started out... You cover a lot of stuff that would not only be helpful of people outsourcing overseas... but right here in your own backyard as well... You did a great job on your WSO....

    Highly Recommended by this Warrior.... Will go post a full review in your thread....
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    • Profile picture of the author grin
      Thank you Amir and also everyone else who replied.

      Yeah what I found interesting as I wrote this out was that you can take the action of getting an overseas person to call, and then that material can translate into having a better understanding when you wanted to hire a salesperson or even in an in house caller. One thing I noticed when I used to hire sales people was getting it clear between the both of us what was expected and how I wanted them to represent the company.

      In the past I have had a worse time dealing with local sales people than dealing with online contractors. I still remember one guy asking if it was alright if he sold three other products while he was out making calls! I was kind of dumb founded as he explained he wanted to sell these MLM style products ALONG with selling my services - that really still baffles me why anyone would say that! So it occured to me that many business owners such as offline are probably dealing with the same issues here and there. Salesman are the worst - I know, I am one

      So yeah, it is one thing to speak and persuade based on YOUR perspective, and then try to understand the customers perspective and needs. But, when you start to get someone else to speak for you, things will start to shift, unless you set out the EXACT way you want to be seen and heard. So yeah, getting a contractor to make calls for you can really get you primed for dealing with a sales person. Its also good to point out that while it is great to do this yourself, a good salesperson driving a territory can absolutely EXPLODE on you when it comes to sales. Having them concentrating on that while you concentrate on the actual business can easily turn into a $250k a month revenue. BUT, you have to keep them on target and in quota - and of course deal with all the work coming in.

      Originally Posted by Amir Luis View Post

      Hey Grin.... I just got through reading your WSO... all I can say is WoW!


      I tried outsourcing blind when I first started out... You cover a lot of stuff that would not only be helpful of people outsourcing overseas... but right here in your own backyard as well... You did a great job on your WSO....

      Highly Recommended by this Warrior.... Will go post a full review in your thread....
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  • Profile picture of the author grin
    Just caught this show about how wendy's is outsourcing their order taking at the drive thru with telemarketers and plan on doing it overseas. I'm starting to think I could do the same thing for a local company somehow!
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    • Profile picture of the author Amir Luis
      Originally Posted by grin View Post

      Just caught this show about how wendy's is outsourcing their order taking at the drive thru with telemarketers and plan on doing it overseas. I'm starting to think I could do the same thing for a local company somehow!
      Interesting concept really... I am not sure how that would lower costs because the cashier still has to get drinks, take the money, and deliver the food. So why not have them taking the orders too?

      I guess it may cut labor in half for that position if it takes more than one person for that area of the drive through process.

      Never worked fast food... that I remember anyway... So I don't have a frame of reference...
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    • Profile picture of the author Amir Luis
      Originally Posted by grin View Post

      Just caught this show about how wendy's is outsourcing their order taking at the drive thru with telemarketers and plan on doing it overseas. I'm starting to think I could do the same thing for a local company somehow!
      Interesting concept really... I am not sure how that would lower costs because the cashier still has to get drinks, take the money, and deliver the food. So why not have them taking the orders too?

      I guess it may cut labor in half for that position if it takes more than one person for that area of the drive through process.

      Never worked fast food... that I remember anyway... So I don't have a frame of reference...
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      • Profile picture of the author grin
        Well for one thing, I have been going over concepts lately about cross and up selling. So is it worth it to do something like this? I could not tell really, but its a very interesting look into the future.

        It does help a company profit because it has a far lower cost than strapping the equipment onto the workers and making them do two things at one time. It's easy enough to open two lanes and the secondary order taker can then only come online and only cost the company per use.

        The main issue here is not really about selling that system to a company. It's really about the fact that this was a web based system, and that outsourcing solutions are being considered from all sorts of angles. It still tickles me that there are people typing "7xr5e" all day long into article submissions for me - but taking the orders at the intercom EPIC!

        There is a serious opportunity here. When you go into a company and sell them on a site - then a iFrame site for facebook - then boost their marketing etc. THEN, find a solution that helps their operations work better BOOM BOOM BOOM!
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  • Profile picture of the author paintbrush4u
    Neat Idea......More power to you....
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  • Profile picture of the author GeorgeReed
    The one thing you NEED to be good at when youre hiring people is MAN MANAGEMENT.

    Try it first. If you dont come back with your tail between your legs you've won. Keep going.

    Its the difference between thinking and doing.
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