Cover Story Extra - More Best Practices
2. Contact people in the manner that they've indicated is their preference.
Beyond making sure you run your lists against the Do-Not-Call Registry, TPS file and your internal suppression files, you have to consider any insight you might have into a prospect's or customer's preferences. For instance, if in the course of a prior sales call to a customer, your telephone sales representative learned that the customer does not wish to be called during morning hours, note that in the database and tailor your contact plan accordingly.
3. Don't stop improving your process.
You wouldn't think of dropping the same direct mail campaign for years with no testing or revisions. Telemarketing programs go stale at a much faster rate than direct mail programs. Your key areas of investment here are the scripts/call guides, staff development and the tools they use. By actively assessing and refining your telemarketing efforts, you make them more relevant to your customers and more effective for your company.