Adapting To Become Experts In Every Industry

In the life of a telemarketer, it is essential to adapt to the sector you are representing whilst carrying out a campaign. You need to become a ‘chameleon’ and become a part of the respective industry with a knowledgeable and experienced demeanour.

Adapting to become experts in every industry

In order to execute this, the first aspect is in-depth product training. This is something we invest a lot of time in before a campaign starts. We effectively want to become a part of your team. We understand that we will never know the product/service as well as the CEO does, but your terminology will become our second language, and our aim is to represent your company with the same enthusiasm and desire as your employees.

 

The upside for you is that you are – metaphorically speaking – gaining a new employee in the shape of one of our sales executives, without any of the employment pains. These pains include obligations such as sickness and holiday; any time off taken by the telemarketer are paid for by us, after which we then add the missing days to the end date of your campaign, meaning you don’t lose any money. Nowadays recruitment fees are colossal, which often makes it hard to increase your company headcount without facing a hefty bill. Another key issue is motivation, however, outsourcing means that your telemarketer will be in a room full of other enthusiastic sales people, providing healthy competition and an invaluable office buzz to assure your allocated telemarketer will be driven to pick up the phone. This is often a hard environment to recreate for in-house telemarketers in a quiet office.

 

Although our desire is to obtain a long-term relationship with each and every client, the reality is that sometimes this doesn’t happen. We don’t require long-term commitment when entering into a relationship with a new client, because we don’t want them to feel trapped. We think it’s important to prove concept and gain trust. Our service can be turned on and off like a tap, meaning we can downscale when needed, and more positively, upscale when things are going well. This is the sole reason why it’s so important for our telemarketers to be diverse and flexible because they could change clients (and industries) multiple times throughout their time with us.

 

We already have lots of experience in a wide range of industries. including the education sector – providing Mathletics software to schools, the hospitality sector – providing coffee to large corporate businesses including stadiums and hotels, and lastly, but not limited to, the energy technology sector – providing LED lighting to warehouses and factories. We’re never scared to apply our service to new industries we haven’t worked in before. This is because we passionately believe in what we do and ultimately, if it doesn’t work, we don’t want to waste your time or ours. We can say that we tried, and we learn from the experience, although this very rarely happens.

 

If you’re thinking of outsourcing lead generation, but you’re not sure how it would apply to your sector, get in touch with Joe McWilliam, our Sales Director here at The Lead Lab, to find out how we could benefit your business specifically and increase your business growth.

 

Call 0333 207 0540 today.

GDPR Storms ‘A Coming!

The four letters that have been branded into everyone’s brain. The General Data Protection Regulation (GDPR)  is coming into action on May 25th,2018 and it’s a subject every organisation is making sure they’re ready for (or should be!). The regulations are being brought into place with the intention that individuals will have better control over their personal data, and will be enforced throughout the whole of the EU.

Although the sound of the acronym will currently be giving a lot of people ‘the shivers’ due to the sheer severity of the breach fines (up to 2-4% of your annual turnover – yes, you read right…turnover, not profit) it will ultimately be beneficial for everyone. Having control over your personal data will bring spamming and unsolicited contact to an abrupt halt, which is good news for everyone, including those in the marketing industry. It’s good news for consumers because they will no longer be harassed by businesses, and it’s good news for organisations because it will bring back that element of trust, with consumers knowing their data is being handled correctly and professionally.

 

Here at the Lead Lab, everyone in our database has the right to access to all of their personal records on demand, when requested. This is a policy that we have always had in place, however, it becomes even more relevant with stricter laws coming in to place. As an extension to this, it’s important to recognise that all of our records are stored on a server based in the UK, with regular backups and restricted, safe password access.

 

All of the data we use for our telemarketing campaigns is kept with an audit log, so we can demonstrate exactly where our data came from and when we obtained it. It’s important to note that all of our records are direct opt-ins; meaning there is no assumed opt-ins or pre-ticked boxes. All of this information is currently being prepared for our website, so anybody can familiarise themselves with our policies and rest assured that we go above and beyond to make sure we are compliant with all regulations.

 

We always ensure that our processes are in the best interest of the people we are engaging with, which is why we think it’s important to talk about GDPR and make people aware of the changes that are going to occur in the now very near, future.

 

If you have any questions around the subject of GDPR or are interested in learning more about our lead generation services, please don’t hesitate to get in touch on 0333 207 0540.

Quality Trumps Quantity

Here at the Lead Lab, we always work by the ethos that quality trumps quantity. It’s what makes our service valuable and retainable. Telemarketing is a competitive industry and quality control is a major factor which affects both reputation and brand; two things we care about a lot.

 Quality Trumps Quantity

This ideology has shaped a lot of our processes, with our day rate proving to be a good example. The reason we work on a day rate is because our experience has shown this to be the best way to generate high quality leads through our telemarketers.

 

We believe that a ‘Pay Per Lead’ system encourages telemarketers to generate high volumes of ‘leads’ that do not necessarily qualify against client needs, which ultimately is a waste of the client’s time, the telemarketers time, and our time as a business.

 

We strive to be efficient and to provide a high return of investment for anybody who chooses to work with us, meaning that the significance of one lead conversion is of much higher value than 10 leads that do not convert.

 

We utilise quality control by having complete clarity with the client on what they want and what they describe as a lead, which can differ for every business dependent on sector, target market and location, as well as many other factors. We can then qualify any generated leads based on set criteria approved by the client, leaving no space for any misunderstanding from the telemarketer and no low-quality leads passed to the client – meaning that everybody is happy!

 

We spend a lot of time communicating with our clients before a campaign starts, mainly to understand the standards and culture of the business we’re working with. We never fall short on the representation of our clients, which is something we pride ourselves on and one of the most important values of our reputation.

 

 

To find out more about what we do and how we work, get in touch on 0333 207 0540 for a non-committal chat.

Bitcoin, The Craze That Caught Everybody’s Attention

In 2017, Bitcoin exploded. Over 40 billion dollars was invested into the cryptocurrency, which is why it’s been the main topic of conversation over the past 12 months.

Bitcoin, the craze that caught everybody's attention

I spoke with our Managing Director, Toby Blatchford-Tagg, to find out his views and opinions on the matter.

 

“The first time I really experienced the boom of Bitcoin was on my flight to Las Vegas last year. I stood up from my seat and nearly every passenger was watching the film ‘Banking On Bitcoin’ on their personal screens. I realised that Bitcoin was something that everyone has taken an interest in, and I wanted to find out more about it, which proved the marketing and PR had worked a dream.”

 

“I often relate it to our telemarketers working on their campaigns. The people who invested in Bitcoin want to promote it as much as possible, in order for their investment to rise. It works in the same way that a telemarketer wants to create as much brand awareness for their client to create success, as their own success and financial benefit lies within that client’s success.”

 

It’s not just the marketing which induced the success of Bitcoin, of course, the integral and intricate technology behind the digital currency is what creates its physical value, but when people spread the ‘buzz’, that value dramatically increases.

 

“However, Bitcoin’s value had dropped by a staggering 50% in the last month, and I believe this is largely due to 8 countries banning/illegalising the digital currency as it’s not backed by any central bank or government, which I think creates doubts in everybody’s mind. I’ve heard many stories of investments vanishing overnight, which is always a risk with web-based products.”

 

China and Russia are the two largest countries to have banned Bitcoin and reducing the currency’s potential, along with Nigeria, Columbia, Bangladesh, Bolivia, Vietnam and others.

 

“I did think about investing a long time ago, especially after seeing the characteristic similarities between our own telemarketing business. However, I personally prefer to invest my money in long-term projects, despite the slow return, as I feel assured that the investment isn’t going to go ‘out of fashion’”

 

Brand awareness is vital for any business growth, which is demonstrated by the Bitcoin craze. Here at The Lead Lab, that’s exactly what we do for our clients. We reach out to potential prospects and introduce our clients’ offering, getting their name out to people who would have never known they existed beforehand. Our success is in direct correlation to the success and retention of our clients, meaning their best interest is always at the heart of our campaigns.

 

To find out more about how we can generate leads for your business, get in touch on

0333 207 0540.

2017 In A Blog

2017 In a blog

 

2017 has been a successful year for The Lead Lab, and the group of businesses as a whole. We now have more than double the number of employees, meaning our company has become more diverse with a wider range of experience, knowledge and skillsets which has increased the office ‘buzz’ and introduced healthy competition within the working environment.

 

Due to the headcount increase, it has provided opportunities for people inside the business to progress into higher level roles, which has consequently increased motivation and distributed responsibility, allowing systems and processes to run more smoothly. With a full management team, it now allows us to deal with issues quicker and more efficiently whilst having more brain power to think of fresh ideas and keep the Lead Lab ahead of the game.

 

The social culture that differentiates the Lead Lab to other businesses has grown with new members of staff, which is demonstrated by our largest ever employee group attending the annual Ibiza work trip this year! Our regular staff socials allow new members of the group to get to know each other in a fun and relaxed setting.

 

The growth of our sister business, Home Lead Gen, has been our success story of 2017. Two and a half years since its establishment, the company has tripled in size, meaning an additional office has been built to accommodate the expansion. The opportunity to scale up has been much quicker in the B2C industry, simply due to the nature of the sector – there are far more homes than businesses out there! As a result, over 10 telemarketers can be assigned to a single campaign. This has created huge opportunities for The Lead Lab, in terms of referrals and business relationships.

Laptop graphs and notepad

We started the year with one profitable business, and we are now ending the year with three. When our Managing Director, Toby Blatchford-Tagg, was asked what was in store for the group in 2018, he confidently stated there should be 5 profitable businesses within the Lead Lab group, which will push for even more growth, expansion and success.

 

“I’ve learnt three things from 2017; 1) Not to worry about the small stuff, 2) Focus on things you can control – not the things you can’t control, and 3) Remain positive.”

To learn more about how we could help your business growth in 2018, call us on 0333 207 0540.

Artificial Intelligence – What Everyone’s Talking About.

Recent news suggests that scientists aren’t far from creating the ultimate customer service robot, and after considering the pros and cons, Toby Blatchford-Tagg, our Managing Director, gave us some insight into his thoughts and opinions on the matter and how it might affect our industry.

 

“17 years ago, when I started telemarketing, I used a ruler and highlighter to work through a call sheet. Now we have computers created with the fastest technology available, running web based software which dials multiple numbers at once, putting you through to the prospect which answers the quickest. Productivity is leaps and bounds above what it used to be.”

 Iphone X

Since the development of diallers and collaborative technologies such as Google Sheets and instant messaging services, it’s no wonder the technology industry has now progressed to Artificial Intelligence. There are constant improvements and upgrades being made to operating systems which are designed to carry out your actions faster and easier.

 

“Switching from a ruler and highlighter to auto diallers and multi-use spreadsheets in 20 years only makes me excited to see what the next 20 years will bring. Nobody knows what developments will be made, but it’s intriguing to predict the possibilities. I believe that in a further 50 years, there will be human-like technology that could potentially replace us.”

 

At present, nothing can replace human interaction and genuine synergy. Our telemarketers pride themselves on the personality they bring to the companies they represent. Building relationships and conversing with real interest are the keys to a successful campaign and we fully recognise that.

 

“There are so many opportunities to improve our industry in the next 10-20 years, it will be compelling to see how we adapt and develop as a result. Telemarketing is timeless unless they can make a machine communicate as well as a human, but that may never happen.”

 

 

To learn more about The Lead Lab and how we could help your business growth, talk to one of the team on 0333 207 0540.

Our Solution to Telemarketing Taboos

The telemarketing industry is awash with bad practices, from salesy one line openers to not listening attentively to prospects on the phone.

We take a more honest view to phone conversations and work very hard to steer our telemarketers away from bad telephone practices. Right from the get-go, our approach to phoning prospects is upbeat, professional and all about personal engagement. Lochlan Choules, one of our most experienced telemarketers, talks us through some key potholes to avoid;

 

“You need to avoid coming across as ‘salesy’, so we don’t open a call with ‘how are you today?’ as this instantly shows you are trying to sell something which can annoy your prospect. Also, we don’t use ‘closed questions’, which is any type of question that would warrant a yes or no answer, as it doesn’t create an engaging conversation. For example, we don’t ask ‘is that something you would be interested in?’, because the prospect can say ‘no’ and then the conversation is hard to pull back in your favour.

 

The best way to engage with a prospect is to have an honest conversation with them. This means not talking over them, or rushing to get your message across. The other thing we have learnt is the importance of listening. If you listen attentively, you can pick up and talk about matters they have raised and you start engaging on a personal level, which is more likely to deliver results.

 

Some telemarketers are so used to ‘reading a script’ that they rush through the call and forget that the prospect is hearing your message for the first time, and it needs to be delivered at a good pace. Rushing through your pitch means the prospect might not understand or take in what you are saying, this irritates them and the call is, therefore, less likely to convert.  Rushing is also very unprofessional, as you must give the listener the time and space to respond, they aren’t just another number on your call sheet.

 

Another key practice is to steer away from unprofessional buzz words. A buzz word is a word you use to fill a gap in the conversation, such as ‘ideal‘ or ‘awesome’. This has recently become a bad habit in the telemarketing industry.”

 

We have created a culture of continuous improvement at the Lead Lab, so we regularly choose a few calls – a mix consisting of calls that have been converted, calls to clients who are not interested and agreed call backs – and listen back through them with the Account Manager. When calls are listened to retrospectively, we can really pick up on areas to improve and learn from. By listening and taking the time to analyse our telemarketing, we can avoid bad practices and allow our staff to benefit from the best practice of their experienced peers.

 

If you would like help with your lead generation and appointment setting, call The Lead Lab on 0333 207 0540.

Why Telemarketing isn’t Going out of Fashion.

 

 

Here at the Lead Lab, telemarketing will always be current and valuable. That’s because we live and breathe it. Whilst we know that many people consider the word ‘telemarketing’ to carry negative connotations, we strongly believe this is simply due to a lack of knowledge around the service.

 

Whilst speaking to our Managing Director, Toby Blatchford-Tagg, we discussed the benefits of telemarketing and why companies still revert to it as their number one marketing channel;

 

“I believe the biggest perk of using telemarketing is that it grants control over who you market your product to, meaning that you contact the people who you deem the most important and you can tailor your pitch to conform with different people and their needs. It also creates urgency; you get to speak directly with prospects immediately and in high volumes, meaning the efficiency levels are immense.”

 

Some people may question why they should fully invest in telemarketing when there are less costly marketing channels available, such as social media marketing or content marketing. We have been asked this many times, but we have complete confidence in our response;

 

“I believe it depends on the business in question. B2B businesses with high product/client values have the potential for high returns when using telemarketing due to a deeper and more personal engagement, this is because people want to fully understand the concept of something before investing money into it. However, social media can be really effective for consumers and when it’s used in conjunction with other channels.”

 

The negative association with telemarketing is something we tend to address when talking to businesses. Sometimes it can be due to a bad experience, or just simply down to misconception. We completely understand this, and prove concept to prospects by successful case studies and demonstrating our ideologies and our business model.

 

“The reason I think telemarketing gets a bad name is through ‘old school telemarketing techniques’, as I like to call them. This includes methods such as ‘phone bashing’ and harassing contacts until they are forced to listen. We steer very clear of this. In the B2B industry, the approach is much more formal and ‘non-salesy’. We like to contact people because we genuinely believe they will benefit from our client’s offerings. We also integrate our telemarketing with other channels such as email marketing, creating multiple touch points which might suit the prospect better.”

 

Toby started telemarketing when he dropped out of college 14 years ago, and wanted to earn money to travel the world. He saw the potential and was drawn in by the direct and ‘to the point’ approach, whilst having a great sense of satisfaction in assisting with the success, growth and sales that telemarketing offers to businesses.

 

“Telemarketing will be around forever, simply because you won’t ever be able to beat the genuine human interaction it offers. I strongly believe that, in my lifetime, there will not be any development that will replicate the engaging and captivating approach our telemarketers take.”

 

To find out more about what The Lead Lab do, call us on 0333 207 0540.