telemarketing

• Telemarketing

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Direct marketing - Telemarketing

1 Another common form of direct marketing is telemarketing, in which marketers

contact customers by phone. The primary benefit to businesses is increased lead

generation, which helps businesses increase sales volume and customer base. The most successful telemarketing service

providers focus on generating more "qualified" leads that have a higher

probability of getting converted into actual sales.https://store.theartofservice.com/the-telemarketing-toolkit.html


1 In the United States, the National Do Not Call Registry was created in 2003 to offer consumers a choice whether to receive telemarketing calls at home. The FTC

created the National Do Not Call Registry after a comprehensive review of the

Telemarketing Sales Rule (TSR). The do-not-call provisions of the TSR cover any

plan, program, or campaign to sell goods or services through interstate phone calls.



1 Further, a consumer who does not wish to receive further prerecorded telemarketing calls can “opt out” of

receiving such calls by dialing a telephone number (required to be

provided in the prerecorded message) to register his or her do-

not-call request


Telemarketing

1 Telemarketing has come under fire in recent years, being viewed as an annoyance by

many.


Telemarketing - History

1 The term telemarketing was first used extensively in the late 1970s to

describe Bell System communications which related to

new uses for the outbound Wide Area Telephone Service|WATS and inbound Toll-free telephone number|Toll-free

services.


Telemarketing - Categories

1 The two major categories of telemarketing are Business-to-business and Business-to-

consumer.


Telemarketing - Procedure

1 Telemarketing may be done from a company office, from a call centre, or

from Homesourcing|home. It may involve a live operator voice broadcasting which is most

frequently associated with political messages.



1 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)



1 charitable trust|Charitable organizations, alumni associations, and political party|

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.



1 Telemarketing techniques are also applied to other forms of electronic

marketing using e-mail or fax messages, in which case they are frequently considered spamming|

spam by receivers.


Telemarketing - Negative perceptions and criticism

1 Telemarketing is often criticized as an Business ethics|unethical business practice due to the perception of high-pressure sales techniques

during unsolicited calls



1 Telemarketing calls are often considered an annoyance, especially when they occur during the dinner

hour, early in the morning, or late in the evening



1 In response some telemarketing companies have filed lawsuits against these portals



1 A recent trend in telemarketing is to use robocalls: automated telephone calls that use both computerized autodialers and computer-

delivered pre-recorded messages in a sales pitch. These often include intentionally

deceptive tactics, with computer recorded messages saying things like Don't panic but this

is your final notice or We have already attempted to contact you through the mail.

These messages are often outright lies, intended to incite concern or fear in the

potential customer.


Telemarketing - Regulations

1 In some countries telemarketing is subject to regulatory and legislative controls related to consumer privacy and consumer protection|protection.


Telemarketing - United States of America

1 It is not known exactly when, or possibly if telemarketing officially

became legal in the United States of America.



1 The FCC derives regulatory authority from the TCPA, adopted as CFR

64.1200 and the Telemarketing and Consumer Fraud and Abuse

Prevention Act, 15 U.S.C



1 Telemarketing corporations and trade groups challenged this as a violation of commercial speech rights.Miller,

Jacqui Brown



1 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



1 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.



1 The National Do Not Call Registry has helped to substantially curb

telemarketing calls to landlines and has also helped with the increasing

trend for telemarketer to target mobile phones


Telemarketing - Canada

1 In Canada, telemarketing is regulated by Government of Canada|Federal

Government, specifically handled by Canadian Radio-television and

Telecommunications Commission.


Telemarketing - Australia

1 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. ACMA.



1 however any organisation that is instructed by the recipient of a

telemarketing call, not to call that number again, is legally obliged to

comply, and must remove the phone number from the organisations

calling list(s).



1 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 toll-free telephone number 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 toll-free telephone number is advertised on television.


Telemarketing fraud

1 'Telemarketing fraud' is fraudulent selling conducted over the phone. It most often targets the poor and elderly. Common types include:


Telemarketing fraud

1 *Cold calling and charging for services which could be obtained

free of charge. For example, in the UK, offering to put people on a Do not call register protecting against telemarketing calls, when the only legally enforced register is the free

Telephone Preference Service.


Telemarketing fraud

1 *Another form of telemarketing fraud: Fraud artists have been recently observed performing

confidence games on consumers over the telephone


Comwave - Telemarketing Issue

1 In April 2013, Comwave Telenetworks paid a $100,000 fine by the CRTC. The fine was a result

of 33 calls made between April 1, 2011, and March 18, 2013 to people who had registered their phone numbers on the do-not-call list by independent telemarketers hired by Comwave.

The company has voluntarily agreed to stop telemarketing and report any customer

complaints it to the regulator yearly.http://www.ctvnews.ca/business/comwave-fined-100-000-for-breaking-telemarketing-rules-

1.1222649


Caller ID - Telemarketing

1 Telemarketing organisations often

spoof caller ID


Opt-out - Telemarketing

1 The U.S. Federal Government created the United States National Do Not Call Registry|National Do Not Call

Registry to reduce the telemarketing calls consumers receive at home.

Initially numbers listed on the registry were due to be kept for five

years but will now remain on it permanently due to the Do-Not-Call

Improvement Act of 2007, which became law in February 2008.


Opt-out - Telemarketing

1 Canada's National Do Not Call List operates an opt-out list which allows consumers to register their wishes

not to have telemarketing calls. Charities, newspapers, and pollsters are exempt although each of these is required to keep their own do not call list that consumers can be added to

at their request.


Direct response marketing - Telemarketing

1 Further, a consumer who does not wish to receive further prerecorded telemarketing calls can opt out of receiving such calls by dialing a

telephone number (required to be provided in the prerecorded

message) to register his or her do-not-call request


Direct marketing association - Telemarketing legislation

1 The United States National Do Not Call Registry, went into effect in 2003. Under the

law, it is illegal for telemarketers to call anyone who has registered themselves on the list. After the list had operated for one

year, over 62 million people had signed up.http://www.ftc.gov/opa/2004/06/dncanny.htm The telemarketing industry opposed the creation of the list, but most telemarketers have complied with the law and refrained from calling people who are on the list.


Telemarketing and Consumer Fraud and Abuse Prevention Act

1 The 'Telemarketing and Consumer Fraud and Abuse

Prevention Act' is federal legislation in the United States aimed at protecting consumers from

telemarketing deception and abuse.


Maury (TV series) - Internship Promoting and Telemarketing

1 Maury also encourages viewers to call in for on-line polls, promising

that they will receive valuable offers upon doing so. Callers are generally

prompted to participate in a telemarketing purchase or in some cases sign up for a pyramid scheme or a Get-rich-quick scheme|Get rich

quick program.


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