| If you’re considering outsourcing your | | | | In order to provide transparency to all concerned, |
| telemarketing needs, it would be good to | | | | many Telemarketing companies record all of their |
| understand the terminology of telemarketer. | | | | calls so that their clients can listen to them and |
| This glossary aims to provide access to all of the | | | | assess their effectiveness. |
| necessary vocabulary required to discuss | | | | Cold Calling |
| telemarketing like you’ve been doing it for | | | | The practice of making calls to potential |
| years. | | | | customers with whom you have no prior |
| Agent | | | | relationship. |
| A trained telemarketer who makes or receives | | | | Cold List |
| calls on behalf of a Telemarketing Company. | | | | A list of people to call who have no prior |
| Appointment Setting | | | | relationship with your organisation, product or |
| This is one of the tasks of an Outsourced | | | | service. |
| Telemarketing team working on a B2B campaign | | | | Conversion |
| or project. The aim is create leads for the | | | | The process of turning a Lead into a Sale. |
| client’s sales staff to convert by setting | | | | Data |
| appointment times for them to call or visit. | | | | A term for the vital Lead information that includes |
| B2B | | | | the name, address, telephone number and other |
| The abbreviation of the term Business to | | | | personal details of the Prospect. |
| Business. This is a phrase that refers to doing | | | | Database |
| business primarily with other businesses. | | | | The filing system (these days it is computerised) |
| Call Back | | | | for storing, amending and maintaining all relevant |
| A Telemarketing Service that calls back an | | | | information regarding Leads, Prospects and Sales |
| interested potential customer in order to turn a | | | | Data for a particular telemarketing campaign. |
| Prospect into a sale. Recently, Call Back has | | | | |
| been a service operated directly from a | | | | Decision Maker |
| client’s website. Prospects create | | | | A person in a household or business that has the |
| themselves by providing the details necessary for | | | | power to say ‘Yes’ and buy or authorise |
| a telephone Call Back through the website and | | | | the purchase of your product or service. |
| clicking a button to ask for a Call Back. | | | | Deduplication |
| Call Centre | | | | The thorough process of ensuring that the |
| The term often used to refer to the building | | | | Prospect Database contains only a single |
| where Telemarketing campaigns are conducted. | | | | reference for each customer. This reduces any |
| Call Centres are often defined as Inbound, | | | | wasted Talk Time and upsetting potential |
| Outbound or mixture of both. | | | | customers with multiple calls. |
| Call Recording | | | | |