Inbound and Outbound Telemarketing
Inbound telemarketing describes a situation whereby the service representatives use the same process of answering telephone calls to perform two operations. The process can be used to enhance marketing activities to prospect customer while playing their representative role (Gibson, 2012). Therefore, inbound telemarketing can be advanced in serving both prospect and current customers of an organization. The telemarketer takes crucial information about the caller and tries to establish some of the services that may be advanced to suit the client. The marketer also takes the chance to introduce the client to various products and services that are new within the organization. Inbound telemarketing is applied in various organizations like for print and broadcast media advertisements within the call centers.
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In outbound telemarketing, the telemarketers try to create awareness among prospective clients through the telephone. The prospective customers are selected from a list of directory and then they are contacted directly in order to convince them to take the services and products from the organization (Gibson, 2012). During the marketing engagement, the marketer also tries to answer any questions from the client through making clarifications on points of concern to the customer. An example is an organization that used mail catalogs to conduct an online marketing business through calling new and former customer to make them aware of the new products and services within the organization.
Web-driven technology has been very instrumental towards advancing customer service activities (Gibson, 2012). The use of internet is the one that has led to the transformations and is likely to enhance further evolutions in the future. Internet has provided strategic networking platforms through which numerous people can integrate and interact to exchange information. The use of internet in managing customer service activities has facilitated the emergence of numerous applications that have facilitated more effective and convenient exchange of information and other services.
- Gibson, (2012). The World of Customer Service. 3rd Edition. Boston: Cengage Learning.
