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.
The effectiveness of telemarketing campaigns: how to measure? how to evaluate?
Marian J. Kostecki, The effectiveness of telemarketing
campaigns: how to measure? how to evaluate? Pryzmat. Direct Marketing Seminar. Direct Marketing Association, Mach 11,
1999
To measure effectiveness means to numerically describe relationships between outputs (results) and inputs. The review of several cases in which clearly more does not mean better leads me to recommend that the key to designing a performance evaluation scheme is to use criteria relevant to a particular type of telemarketing project.
The shortage of comparable information on the past performance of individual call centers inhibits clients form making an educated choice in selecting the proper call center for his or her telemarketing project. This shortage of information is caused by:
the infancy of telemarketing in Poland,
the unwillingness of call centers to publicize the results of various telemarketing campaigns,
fear (shared by companies that have already used call center services) that public information on campaign results may be used by competitors.
I would like to recommend three courses of action, each carried out at a different point in time:
1. Audit - already available to current and future call center clients and companies that run their own in-house telemarketing operations.
2. Benchmarking - this solution for potential clients can be used in telemarketing just as it has been implemented in the area of computer hardware and software. Benchmarking is a method of profiling each center according to rigidly established and easily comprehensible criteria.
3. Double-blind coded system for collecting data from individual call centers and distributing processed conclusions to all participating centers in order to allow them to see their own effectiveness indicators in comparison to those of other call centers.
As a marketing or sales manager, ergo a potential client of call centers or user of in-house call center services:
think before your decide what criteria to use to evaluate performance,
provide the call center manager with a written inquiry (a brief) and jointly discuss various methods of achieving your targets,
hire an outside expert to monitor the call center's performance, to suggest modifications, and to train telemarketers on-the-job,
conduct an independent evaluation of a completed telemarketing project,
publicize your results to allow others to learn about strong and weak points of telemarketing in Poland.
