SPRZEDAJ
ALBO ZGIŃ!
Istniejący od 1991 roku
MasterPlan jest firmą doradczo-szkoleniową w zakresie relacji z klientami. Od 1995 roku - dodatkowo -
specjalizujemy
się w doradztwie dla call centers i szkoleniach w zakresie posługiwania
się telefonem w sprzedaży i obsłudze klienta. Nasze
przygotowanie zawodowe, a także zebrane w trakcie pracy dla naszych Klientów
doświadczenie pozwala nam oferować doradztwo
i szkolenia
we wszystkich możliwych aspektach funkcjonowania telemarketingu w
naszym kraju, a od 2002 roku także na skalę międzynarodową. >> więcej
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.
Taking the Market by Its Ear
Dariusz Styczek, Taking the Market by Its Ear. Warsaw Voice. August 22, 1999
A novel method of advertising-by phone-may be about to take hold in a reluctant
Poland.
Unlike in Denmark, Sweden and Norway, Polish cellular telephone networks are taking their time introducing advertising by
phone. At the moment, they are at the stage of reviewing offers from foreign companies and researching the market in terms of who in Poland would be ready to listen to telephone commercials in exchange for lower payments for phone
calls.
Robert Niczewski of Era GSM told the Voice that his company has received several offers from companies specialized in advertising by phone and is in talks with them at the moment. "But we do not have plans to introduce telephone advertising to add to our range of
products," Niczewski said. He reports that all polls conducted by his company show that such a product would not be popular for two
reasons. First, interrupting private conversations is not welcome in general.
Second, Poles value confidentiality highly. Niczewski adds that broadcasting ads in the course of conversations is contrary to the general principle of the network on the confidentiality of
conversations. "This is what customers value cellular networks for," he
says.
Advertising should not be confused with the SMS (Short Message Service) text messages which are sent to
subscribers. Such services are already offered by cellular networks without raising any
opposition.
PTC Centertel has also received advertising offers from Sweden's GratisTel
AB. "In the near future, we do not plan to introduce ads in our network," Jacek Kalinowski of Centertel
says. This will not occur this year, Certainly, we won't be interrupting conversations with
ads," he says. In his opinion, there are three possibilities. The first is the voluntary reception of SMS
advertisements. Currently the Idea network offers daily information on foreign
trips; the subscriber receives it for a fee. The second possibility is listening to free ads left at night in the voice mailbox-the mailbox can only be erased after the subscriber hears out the
ads. The third is sending ads for several minutes at the request of the subscriber
(placed by phone).
Anna Olej, marketing director at ABC Direct Contact Sp. z o.o. direct marketing
company, says that a type of telemarketing is already practiced by cellular networks in the form of
SMSes. As to advertising by phone, Olej believes that if it has caught on around the world and
works, the same will happen in Poland. But she admits that she does not receive SMSes
herself. "In psychological terms and in terms of consumer behavior, Poles do not differ
[from other nations] in any way and will certainly become accustomed to conversations interrupted by ads as
well," says Olej.
What companies will want to take advantage of the new form of reaching consumers? Olej says these will primarily include FMCG
(fast moving consumer goods) producers and large commercial networks. Certainly, this will not be the appropriate medium for retailers selling luxury and expensive goods requiring
reflection.
Jakub Benke of Initiative Media says that advertising by phone is a symptom of a developed media market. But Benke has doubts if companies will be eager to reach for this tool because television and radio ensure sufficiently wide access to consumers and are much
cheaper. The economic argument is very important, because the cost of reaching one consumer over the radio is zl.0.20, while over the phone it is equal to the cost of the
connection, which reaches zl.1-zl.1.50 per minute in cellular networks.
Centertel has already carried out market research into which group displays the highest approval for
them. Kalinowski says these are mainly young people. People aged 15-25 have a positive attitude toward advertising and are open to technological
novelties. Those who currently use mobile phones in the pre-paid system are not against
ads, either. This group is dominated by young people as well.
The 15-25 age group is one of the most important segments of cellular network
customers. Niczewski says the main subscriber segments at Era GSM include
business, small business, young professionals (people up to 30 years of age,
active, creative and open to innovation), the MTV generation, older people, very young people
(from 15 years) and foreigners temporarily staying in Poland.
