Campaign Management
Outsourcing is ideal for running specific campaigns - especially those that are one-off pieces of work or are different types of service that you have no in-house experience of handling.
Inbound campaigns
These are response based campaigns where customers contact you to follow-up on a particular topic or service. In outsourcing these campaigns you need to consider:
- What telephone number will you use? What tariff will you charge - free phone, local rate or national rate as this may impact the volume of responses
- How will you tell customers about the telephone number - where will the number be published?
- What volume of calls are you predicting?
- Over what time period will the campaign run?
- When do you expect customers to call? For example – mornings, afternoon, evening or weekends as this will affect your resource schedule through the day
- What opening hours will you expect the outsourcer to support - Do you need 24 hours x 7 days cover and can the premium to provide this be justified?
- How will you determine if the campaign is a success or not?
Outbound campaigns
There are campaigns that you initiate by contacting specific customers directly. In outsourcing these campaigns you need to consider:
- What are the customer profiles or demographics? Elderly people do not like being called in the evening whilst working people won’t be at home during the day!
- What response rate are you looking for? i.e. how many customers will you actually be able to speak to?
- What volume of calls are you predicting?
- Over what time period will the campaign run?
- What are the critical success factors?
Before you approach an outsourcer to initiate a campaign you therefore need to have a clear understanding of your requirements - this will ensure that you get the best solution to your needs. If you would like RXP to help you define the characteristics of your campaign so that you can get the most effective results at the best cost, then please Contact Us.
