SELL
OR PERISH!
Existing since 1991
MasterPlan is a consulting and training company focusing on client
relations. Between 1995 and 1996 we operated the first
call/service center in Poland. Since that time we,
additionally, specialize in telemarketing and call
center-related issues. We have developed an unique
method of recruiting call center operators and a number of unique
training and consulting programs for telemarketers and call center
management. Combining international and domestic experience
allows us to provide our clients with best service possible.
If you are looking for information on call center
market in Poland, you wish to outsource call center, or to purchase one
- talk to us.
>> more
Marian J. Kostecki.
Glosariusz terminologii call
center/help desk.
Wydawnictwo Naukowe PWN. 2007. GRATIS >> ściągnij okładkę i zawartość
Marian J. Kostecki. Efektywność
i skuteczność w call center:
Miary skuteczności i efektywności pracy contact center, call center,
help desk (ruch przychodzący). Warszawa: moimzdaniem.pl 2006, 110
stron. GRATIS >> ściągnij
Marian J. Kostecki. Telefoniczna rozmowa handlowa:
Wszystko, co
powinieneś wiedzieć o sprzedaĹźy przez telefon zanim podniesiesz
słuchawkę, w trakcie posługiwania się nią i po jej odłoźeniu. Warszawa:
moimzdaniem.pl 2006, 238 stron. GRATIS >> ściągnij
wiadomości
istotne dla środowiska call center zapowiedzi wydarzeń -- news
-- ogłoszenia o pracy -- gratisy
SAMOUCZEKopisy
przypadków,
które mogą zostać wykorzystane w samokształceniu
pracowników działów obsługi klienta,
handlowców,
webmasterów, telemarketerów::
Zawartość tej internetowej strony jest chroniona prawem autorskim.
Telephone grows as a marketing tool
Telephone..., Telephone grows as a marketing tool. M&MP Vol 1, No 2/2 September 1996
Despite Poland's reputation for having bad telecommunications, many firms are overcoming the odds and effectively mounting telesales and telemarketing operations. MasterPlan, a Polish company, has worked for TNT (deliveries), AT&T and a couple of pharmaceutical companies doing business-to-business projects with some success, while some companies have set up internal telemarketing operations to boost sales and support other marketing efforts. A lot of MasterPlan's initial work could be labeled research; their telephone representatives have "iron lists" of phone contacts in companies which they can depend on to answer ongoing inquiries regarding products, telesales techniques, etc.
MasterPlan helped TNT, for example, to cull about 1,600 inactive client names from a data base of 3,200, reducing costs by cutting out addresses that were virtually useless. The company helped AT&T to understand why customers did or did not use calling cards, and realize that the necessity of paying by credit card was a major barrier to selling that particular service in Poland.
Among other companies, Office Depot, the U.S. based operator of large office supply and office equipment retail operations, has 55 people in its telesales operation (Warsaw, Poznań and Wrocław) which the company says contributes to attribute 50% of overall sales. Key stat: For one period, Master Plan tracked what happened on 31,000 phone calls its representatives made for various clients. The results: 21% were "effective" in contacting the target prospect; 30% were successfully connected to the company called, but did not result in a direct contact; 49% could not get connected to the company called.
. . . Meanwhile, some companies are striking gold with 700 numbers, used for various chat lines (sex: NOT!), entertainment lines and contest lines. Under this system, callers pay from $0.60 to $1.50 per minute for the calls. For now, four companies have licenses from the government to operate 700-numbers: WPI of the U.S.; Legion of France (part of Matra-Hachette) in partnership with Radio Zet (owning 25%); and Polish concerns Halo-Info and AudioTele (owned by PolPager in cooperation with Polish State Television (TVP)). Under the arrangements with the State Telephone Company (TPSA) (which, no doubt, calls the shots!), licensees split profits with with the phone company. No one is talking about how the revenue is split.
Indicator: TVP says 3 to 4% of its advertising income was from 700-number advertising in 1995, and they expect it to be a greater percentage of revenue this year. PolSat, the national private broadcaster, also has some of this business. Various concepts are being floated by 700-number operators, such as providing a range of business-to-business info services, weather reports, currency exchange reports, bank services and stock price listings.
