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Encyclopedia > Telemarketing
Telemarketing office
Telemarketing office

Telemarketing is a method of direct marketing in which a salesperson uses the telephone to solicit prospective customers to buy products or services. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing. Image File history File links This is a lossless scalable vector image. ... Image File history File linksMetadata Telemarketoffice. ... Image File history File linksMetadata Telemarketoffice. ... Wikibooks has more about this subject: Marketing Direct marketing is a discipline within marketing that involves contacting individual customers (business-to-business or consumer) directly and obtaining their responses and transactions for the purpose of developing and prolonging mutually profitable customer relationships. ... Sales are the activities involved in providing products or services in return for money or other compensation. ... For other uses, see Telephone (disambiguation). ... Customers are waiting in front of a famous fashion shop for its grand opening in Hong Kong. ... This article is about a term used in economics. ...

Contents

History

The term telemarketing was first used extensively in the late 1970s to describe Bell System communications which related to new uses for the outbound WATS and inbound Toll-free services. The Bell System was a trademark and service mark used by the United States telecommunications company American Telephone & Telegraph Company (AT&T) and its affiliated companies to co-brand their extensive circuit-switched telephone network and their affiliations with each other. ... In U.S. telecommunications, a Wide Area Telephone Service (WATS) is a toll service offering for customer dial-type telecommunications between a given customer [user] station and stations within specified geographic rate areas employing a single access line between the customer [user] location and the serving central office. ... This article does not cite any references or sources. ...


Categories

The two major categories of telemarketing are Business-to-business and Business-to-consumer. External Links International Chamber of E-Commerce: e-commerce store/catalog, point-n-click website builder, e-business tools & services ... Business-to-consumer (B2C), also business-to-customer, describes activities of commercial organizations serving the end consumer with products and/or services. ...


Subcategories

  • Lead Generation, the gathering of information
  • Sales, using persuasion to sell a product or service
  • Outbound, proactive marketing in which prospective and preexisting customers are contacted directly
  • Inbound, reactive reception of incoming orders and requests for information. Demand is generally created by advertising, publicity, or the efforts of outside salespeople.

Procedure

Telemarketing may be done from a company office, from a call centre, or from home. It may involve either a live operator or a recorded message, in which case it is known as "automated telemarketing" using voice broadcasting. "Robocalling" is a form of voice broadcasting which is most frequently associated with political messages. A very large collections call centre in Lakeland, FL. A call centre or call center (see spelling differences) is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. ... This article or section contains information that has not been verified and thus might not be reliable. ... Robocall is American pejorative jargon for an automated telemarketing phone call--one that uses both a mechanical autodialer and a mechanically-delivered recorded message. ...


An effective telemarketing process often involves two or more calls. The first call (or series of calls) determines the customer’s needs. The final call (or series of calls) motivates the customer to make a purchase.


Prospective customers are identified by various means, including past purchase history, previous requests for information, credit limit, competition entry forms, and application forms. Names may also be purchased from another company's consumer database or obtained from a telephone directory or another public list. The qualification process is intended to determine which customers are most likely to purchase the product or service. This article is about computing. ... Moscow phone book, 1930. ...


Charitable organizations, alumni associations, and political parties often use telemarketing to solicit donations. Marketing research companies use telemarketing techniques to survey the prospective or past customers of a client’s business in order to assess market acceptance of or satisfaction with a particular product, service, brand, or company. Public opinion polls are conducted in a similar manner. A charitable trust is a trust established for charitable purposes. ... An alumni association is an association of former students (alumni). ... “Political Parties” redirects here. ... Wikibooks has more about this subject: Marketing “Consumer research” redirects here. ... Opinion polls are surveys of opinion using sampling. ...


Telemarketing techniques are also applied to other forms of electronic marketing using e-mail or fax messages, in which case they are frequently considered spam. Wikipedia does not yet have an article with this exact name. ... A Samsung fax machine Fax (short for facsimile, from Latin fac simile, make similar, i. ... A KMail folder full of spam emails collected over a few days. ...


Regulations

Telemarketing is subject to regulatory and legislative controls related to consumer privacy and protection. This article or section should be merged with Customer privacy Consumer privacy laws and regulations seek to protect any individual from loss of privacy due to failures or limitations of corporate customer privacy meausures. ... Consumer protection is a form of government regulation which protects the interests of consumers. ...


Telemarketing in the U.S. is restricted at the federal level by the TCPA Telephone Consumer Protection Act of 1991 (47 USC Section 227) and the FTC's Telemarketing Sales Rule. The FCC derives regulatory authority from the TCPA, adopted as CFR 64.1200. The Many professional associations of telemarketers have codes of ethics and standards that member businesses follow to encourage public confidence. The Telephone Consumer Protection Act of 1991 (TCPA) was passed by the United States Congress in 1991 and signed into law by former President Bush as Public Law 102-243, amending the Communications Act of 1934. ... This article or section should be merged with professional body In countries where the legal system entitles defendants to a jury by their peers, the general public may not be considered sufficiently knowledgeable in a field of practice to act as a peer in some legal cases. ... For other uses, see Ethics (disambiguation). ...


Some jurisdictions have implemented "Do Not Call" lists through industry organizations or legislation; telemarketers are restricted from initiating contact with participating consumers. Legislative versions often provide for heavy penalties on companies which call individuals on these listings. The U.S. Federal Trade Commission has implemented a National Do Not Call Registry in an attempt to reduce intrusive telemarketing nationwide. Telemarketing corporations and trade groups challenged this as a violation of commercial speech rights.[1] However, the U.S. 10th Circuit Court of Appeals upheld the National Do Not Call Registry on February 17, 2004.[2] | logo_caption = | seal = US-FederalTradeCommission-Seal. ... On June 27, 2003 the U.S. Federal Trade Commission opened the National Do Not Call Registry in order to comply with the Do-Not-Call Implementation Act. ... Commercial Speech is an expression related solely to the economic interest of the speaker and the speakers audience. ... is the 48th day of the year in the Gregorian calendar. ... Year 2004 (MMIV) was a leap year starting on Thursday of the Gregorian calendar. ...


Companies that use telemarketing as a sales tool are governed by the United States Federal regulations outlined in the TSR (amended on January 29, 2003 originally issued in 1995) and the TCPA. In addition to these Federal regulations, telemarketers calling nationally must also adhere to separate State Regulations. Most states have adapted DNC files of their own, of which only some states share with the US Federal Do Not Call registry. Each US state also has its own regulations concerning: permission to record, permission to continue, no rebuttaling statutes, Sunday and Holiday calls; as well as the fines and punishments exacted for violations.


Telemarketing techniques are increasingly used in political campaigns. Because of free-speech issues, the laws governing political phone calls are much less stringent than those applying to commercial messages. Even so, a number of states have barred or restricted political robocalls.


Telemarketing in Australia is restricted by the Australian Federal Government and policed by the Australian Communications and Media Authority (ACMA). Australian Federal legislation provides for a restriction in calling hours for both Research and Marketing calls.[3]


In 2007 a do not call register was established for Australian inbound Telephone numbers, this register allows a user to register private use telephone numbers. Australian Federal Legislation limits the types Marketing Calls that can be made to these registered Telephone Numbers, however research calls are allowed. Other exemptions include calls made by charities and political members, parties and candidates[4]


Inbound telemarketing is another major industry. It involves both live operators and IVR--Interactive Voice Response. IVR is also known as audiotext or automated call processing. Usually, major television campaigns and advertisers use 800 numbers that are answered by IVR service bureaus. Such service bureaus have the technology and call capacity to process the large amounts of simultaneous calls that occur when an 800 number is advertised on television.


In Popular Culture

On an episode of the sitcom Seinfeld, Jerry gets a telemarketing call at home and says "I can't talk now, but why don't you give me your home number and I'll call you tonight." When the telemarketer hesitates, he continues "Oh, do you not like getting calls at your home from strangers?" "No," replies the telemarketer. Jerry says, "Well, now you know how I feel," before hanging up. In a subsequent episode, Jerry gets a call from the New York Times, offering him a subscription. He enthusiastically responds that he is interested, then hangs up. This article is about the sitcom. ...


In 2003, humor columnist Dave Barry urged readers to exercise their constitutional right to telephone the American Teleservices Association, a trade group that represents telemarketers. This prank was inspired by language telemarketers' lobbyists were using when urging the FTC to block or limit a US do-not-call registry. Thousands of readers phoned the ATA--when its leaders complained about the disruption, Barry responded with mock contrition, "I just hope nobody interrupted the A.T.A.'s dinner." [1] For the English musician, see Dave Berry (musician). ...


Technology

An auto-dialer is an electronic device that can automatically dial telephone numbers to communicate between any two points in the telephone, mobile phone and pager networks. ... In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. ... Customer relationship management (CRM) is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer, vendor, partner, and internal process information. ... A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. ... A Private Branch eXchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public. ...

Sound

Telemarketing call
Sound of a telemarketing prospect call pitching Discover Card. Note: The recipient’s voice is electronically disguised to preserve privacy. — 599 KB
Problems listening to the file? See media help.

Image File history File links Discover_card_telemarketing_call. ...

References

  1. ^ Miller, Jacqui Brown. "Mainstream Marketing Services, et al. v. Federal Trade Commission: Resources and Legal Analysis." ReclaimDemocracy.org. January 20, 2004.
  2. ^ Text of the case and the decision. FindLaw.
  3. ^ Telecommunications (Do Not Call Register) (Telemarketing and Research Calls) Industry Standard 2007ACMA.
  4. ^ Do Not Call Register FAQACMA FAQ.

See also

The term boiler room in business refers to a busy center of activity, often telemarketing or other types of sales. ... A very large collections call centre in Lakeland, FL. A call centre or call center (see spelling differences) is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. ... In personal selling, cold calling is the processing of approaching prospective clients, typically via telephone, who have not agreed to such an interaction. ... Wikibooks has more about this subject: Marketing Direct marketing is a discipline within marketing that involves contacting individual customers (business-to-business or consumer) directly and obtaining their responses and transactions for the purpose of developing and prolonging mutually profitable customer relationships. ... For the magazine, see Marketing (magazine). ... Reloading is a form of fraud, whereby a victim of one scam is repeatedly approached with more aggressive con artists, often until sucked dry. This form of fraud is especially hurtful for senior people, because they are more susceptible to pressure after the first losses, partly because of hopes to... A KMail folder full of spam emails collected over a few days. ... A sucker list is a list of persons who have previously been successfully solicited for something. ...

External links


  Results from FactBites:
 
Telemarketing - Wikipedia, the free encyclopedia (775 words)
Telemarketing may be done from a company’s office, a call center or increasingly from someone’s home.
Telemarketing is often criticized as being an unethical business practice as some companies make unsolicited calls, using high-pressure sales techniques.
Although challenged by telemarketing corporations and trade groups as a violation of commercial speech rights, the National Do Not Call Registry was upheld by the U.S. 10th Circuit Court of Appeals on February 17, 2004.
Telemarketing - definition of Telemarketing in Encyclopedia (475 words)
Telemarketing is a form of direct marketing where a salesperson uses the telephone to solicit prospective customers to sell products or services.
Telemarketing is often criticised as being an unethical business practice as some companies do make unsolicited calls and often engaged in high-pressure sales techniques.
Allthough challenged (http://reclaimdemocracy.org/corporate_speech/ftc_call_list_legal_analysis.html) by telemarketing corporations and trade groups as a violation of commercial speech rights, the National Do Not Call Registry was upheld (http://news.findlaw.com/hdocs/docs/ftc/mmsvftc021704opn.html) by the U.S. 10th Circuit Court of Appeals on February 17, 2004.
  More results at FactBites »

 
 

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