Information is useless if not seen. Let us put your brand in focus.front.lights.
Our telemarketers learn your business, its nuances and what makes it stand out in the crowd. They respect your brand as they reach out to your potential customers and create interest, intriguing people to learn more.
Telemarketing has long been one of the most effective and direct ways for businesses to connect with customers, generate leads, and drive sales. Despite the rise of digital marketing, telemarketing remains a key tool for businesses looking to reach out to potential customers in a personalized and impactful way.
What is Telemarketing?
Calling potential or existing customers with the aim of selling your products, gathering knowledge and providing information about your products and services, to promote your brand.
Outbound Telemarketing: Calling prospective customers to offer products, services, or promotional deals.
Inbound Telemarketing: Customers who respond to an ad, offer, or customer service number.
Key Benefits
Personalized Interaction: Tailor your message based on live discussion, providing personalization impossible to replicate with other strategies.
Immediate Feedback: Live chat enables pitch adaptation in real time, and objection handling on the spot.
Lead Generation: Get quality leads by contacting and qualifying potential customers directly based on interest, needs, and readiness to buy.
Improved Conversion Rates: The personal touch of a phone call leads to higher conversion rates compared to other methods, like email marketing.
The Legal Landscape
Key NZ legislation to protect consumers and ensure ethical behaviour includes:
The Unsolicited Electronic Messages Act 2007: Governs unsolicited marketing messages.
The Telemarketing and Door-to-Door Sales Code of Practice: outlining best practices for telemarketing in NZ, aiming to ensure that calls are made respectfully and without harassment.
The Fair Trading Act 1986: Prohibits misleading or deceptive conduct in any business transaction, including telemarketing.
Challenges of Telemarketing
Telemarketing offers many advantages, but challenges come with it, especially in New Zealand:
Strict Regulatory Compliance: Companies must ensure they do not violate NZ legislation.
Customer Resistance and Perception: Kiwis can have a negative view of telemarketing due to past experiences. We are respectful, engaging and empathetic listeners.
Operational Costs: Running a telemarketing campaign, particularly one that involves hiring trained agents, does come with costs.
Data Privacy and Protection: under the Privacy Act 2020 we must handle customer data with care.
Best Practices
Clear and Honest Information: Our scripts are clear and honest. We do not make exaggerated claims or use deceptive tactics.
Use Opt-In Consent: We always seek prior consent before adding customers to marketing lists or calling them for sales purposes. Consent is documented and verifiable.
Maintain Professionalism: Polite, professional, and respectful of customer’s wishes if they do not want to continue the call.
Respect Privacy: Our team follow the guidelines set forth in the Privacy Act 2020.
Monitoring and Auditing: We sample calls to ensure agents follow rules and standards, and protect your brand. Audits helps spot areas for improvement.
Telemarketing Technology
Technology plays a significant role in optimizing telemarketing efforts:
CRM Integration: A Customer Relationship Management (CRM) system allows us to track interactions, manage leads, and personalize the telemarketing approach. CRM is essential for optimizing call timing, follow-ups, and recording customer preferences.
Call Analytics: With advanced call analytics tools, we monitor the quality of interactions. This helps ensure agents are following our scripts, how long calls last, and whether customers are satisfied with the experience – if not we evolve our scripts accordingly on the fly to avoid wasted resources.
Marketing Funnel
Yes it’s marketing jargon. No it’s not mumbo jumbo.
Referall believes this is only half the victory it may seem. You have one purchase, from marketing to many people, but it’s just not enough. Read about our Customer Aftercare to get really excited.
What are you waiting for?
You are ready to grow so contact our team to begin the process today.
Frequently Asked Questions
Knowledge is power. It’s also a great way to be on the same page at the start of our relationship. If your question isn’t answered here, contact us and fire away until you are satisfied about moving forward with us.
What is the Do Not Call Register, and how does it affect telemarketing?
Answer: The “Do Not Call Register” is a voluntary list which allows individuals to opt out of receiving unsolicited marketing (email/text/fax/voice) from members of the Marketing Association (which we are not currently part of) who also maintain the database. There is currently no government controlled mandatory “Do Not Call Register”.
When an individual isn’t interested in hearing about our brand, how do you protect our reputation?
Answer: We always give those we call an easy opt-out that keeps the conversation light and airy. We’ll try to keep the door open for some other time that might be more suitable, but our marketers are experienced at being empathetic and do not come across pushy.
Are there penalties for not complying with telemarketing laws in New Zealand?
Answer: Penalties can include fines of up to $500,000 for serious breaches of regulations, such as the Fair Trading Act, or the Privacy Act. Such a penalty would be placed on our business and not our clients, and we are happy to report we have never been subject to a non-compliance breach.
How do you ensure telemarketing campaigns stay compliant?
Answer: To stay compliant we train our telemarketers on the legal and ethical standards for conducting calls, always explain the reasons for our call, consumer rights and act with integrity and empathy. We train our team to uphold the reputation of your brand and ours.
When do your telemarketers make calls in New Zealand?
Answer: Our telemarketers operate in New Zealand between 9 AM and 9 PM on weekdays and 10 AM to 5 PM on Saturdays.
Is telemarketing effective in this digital age?
Answer: Yes. While digital marketing is on the rise, telemarketing remains an effective tool for personal engagement, especially in industries like finance, insurance, and real estate. Direct interaction often leads to higher conversion rates.
Do you use automated dialing systems for telemarketing?
Answer: We can, but automated dialing systems must comply with strict legal restrictions and as callers can usually tell an auto-dialler is being used, our team prefer to use other methods.
