TELEMARKETNGEXECUTON: N-HOUSEOROUTSOURCE? HowoevauaehecoandROon-houeandououcedekeng A3D2BWHTEPAPER
ExecuveSummay Today B2Bmakengoganzaoncam haheundamenaakogeneangeadhe mogncanchaenge.acvekeocamedamakengcanbepoweu,buheycanao dacmakengom coebuneobjecve,whchogeneaequaed,aconabeead oae. Ouboundeadgeneaonvaekengpomeoeovehchaenge.Tekeng geneaehgh-quayeadhaempoweaeodvebunegowh.howeve,many makee budgeaebengexamnedwhaccaeye.thephae domoewhe ha becomeadomnanhemenmanymakengdepamen.makengbengakedogeneae hghequayeadanddoowheve-deceangbudge.onckengecognzeha ekengcanbepaoaco-eecveeadgeneaonpogam,henexepdeemnng howogoabou.thepmaycondeaonwhehehoudbedonen-houeoououced. nhwhepape,we examnehebeneandcodeenceobohn-houeandououced ekeng.we oedeaedneemonhecoopeomngekeng.we hen compaeheeuachevedodeemneanarocompaon.nheend,you havehedaa youneedomakeacaeoekengandmpemenaacca,co-eecvepaoyou ead-geneaoneo. 1EXECUTVESUMMARY
MakngheCaeoTekeng Sudehowhayeaaeyea,hegeaechaengeoB2Bmakeegeneang hgh-quayead.accodngomakengshepa,78% omakeeayhageneang hgh-quayeadhegeaechaenge.aheameme,nceanghequanyandquay oeademanaheopomakee manpoe.nceangconveonnadan hdpace. Aaeuohedcuengeneangead,manyB2Boganzaonndhacoey agnngaeandmakengdepamenakeychaenge.thequayoeaduuayanda heceneohedvde.nac,aeeamneveoowhoughon70% oheeadgeneaed byhemakengdepamen.fundamenay,aeandmakenghavevayngdenono whaconueahgh-quayead. Foheeeaonandmoe,ekengpayanmpoanoe,whehe ogeneaeead oquayhem beoehandnghem ooae.nac,accodngomakengshepa,amany a88% ob2bbuneendekengobeeheveyeecveoomewhaeecven geneangead.nudy,b2bmakengoundha40% omakeebeeveha ekenghebevehceogeneanghgh-quayead.thecondonyove evenwhchweecedby43% oeponden. Byandage,B2Bmakeebeevenhepoweoekeng.Whendoneeecvey,can educehecooaae,eveavauabkengh,aowmakeeovepopecbeoe heymoveooaaongnheaepoce,andbudvauabe,angeaonhpwh popecvebuye. Theundamenaqueonhenhowogoabouncopoangekengnoohemakeng acve.le compaen-houeveuououcedekengndea. 2MAKNGTHECASEFORTELEMARKETNG
TheDadvanageon-HoueTekeng TheeaemanyB2Bmakeewhoundeandheeecveneoekengnead geneaon,budueoekeng negaveepuaon,heydon accepwhoeheaedy. Thekeeaempopeom ekengacven-houeonanad-hocbawh exngoempoaya. Thypeon-houeekengoenpoveneecveandheeoeexpenve.Reuae compomedbyeveaaco: Caaemadebyadmnaveaanojunoeam membewhocannoueny communcakengmeagngoeecveyeabheaonhpwhcuome andpopec. Theeeam membehavemanyoheeponbehamhemeheycan devoeoekeng. An-uedcaewbedcouagedbyejeconandwndanyhngeeodo. Tekengoendonenomaywhnouppongpan. Reungaeaeowenceheeeam membecannoeecveye,up-e,o co-eouon. Manyme,Engh-peakngeam membeaeakedoaddehegoba ekengneedohecompany,whchaebepeomednhenaveanguage. Tekengpoceeaehaphazad,andcaaemadeowywhoua eamnedappoach. Tanng,deveopmen,andoheeponbedeayeu. Aackoepongcapabepohbhecompanyom meaungekeng eecvene. Wha moe,n-houeekengequemanagemenandpeccmanagemenk.no eveymakengmanagemakeoagoodcacenemanage.acacenemanagemu eecveyackeu,anagenonhowoepondoobjecon,andmovaeanhe aceoejecon. 3THEDSADVANTAGESOFN-HOUSETELEMARKETNG
SomeB2Boganzaonakeadeenappoachon-houeekeng.Theecompane haveadedcaedndeaeeam.whehejobouppoedae,hendeaeeam haowneochaengewhencomeopeomngekengak: ndeaeagenoenganehgheaaehanempoayexaojuno membeonhkengeam.theeagenaoecevebenenceheyae pemanen,ong-em empoyee. Manyme,agenaehedwhhempeonhaheywbequckypomoedo edae.thcaneadohghagenunovewhenpomoondon happen. Theoppoemaybeue.Thendeaeeam mayhaveahghunoveae becauebeagenaebengpomoedoedaepoon. Hghunoveequeexpenveecumenandanngandeduceekeng eecvene. Theeagenhaveoheeponbeandmuuppoaenmanyway, educnghemeheydevoeoekeng. ndeaeagencangebunedou,makngheamecaandcommuncanghe amemeageyeaaeyea. Theeeamomemeacknghnoheaeekengend,yem,and pocee.theyaeoenoaedandeceveone-meanngandueheame yemandpoceeomanyyea. Legaamcaoncanmacompany abyocaeupodownwhenneed ucuae. Aackoepongcapabepohbhecompanyom meaungekeng eecvene. Theueoeecveymanagngekengageneman.Whehecaaemadeonan ad-hocbabyjunoeam membe,empoayempoyee,obyndeaeagen,manyb2b oganzaonackquaedmanagewhoknowwhaakeounaekengopeaon eceny. Addonay,ncendeaeeamaeocoeynegaedwhedae,heecanbe dageemenaohowquayeadaebeacheved.thackoagnmenbeweenhewo oganzaoncanceaenenabaebeweenpeonne. 4THEDSADVANTAGESOFN-HOUSETELEMARKETNGcon.
TheBeneoOuoucedTekeng Theeaejuamanyadvanageoououcedekengaheeaedadvanageo peomngn-houe.whenacompanyoeekengaoneopmayevce, expeenceandexpeeaempyoogeaognoe.compaedoajunomakengeam membeondeaeep,anououcedekengcompanywachevemeauabe eu. Ououcedekengagenceoenpovemoeeecvebecaueheyypcay: Havemanyyeaoekeng-peccexpeence SpecazenB2BandknowwhaakeoeoadcmnangB2Bbuye Havemanycenoeveagebepacce Agencanchangepogamwhenheyeeheyaebunngou Haveexpeencewhmupevecamake UndeandhecompexyoB2Bpoduc,pcng,andvauepopoon Agnhgh-quay,coege-educaedagen Empoymu-ngua,nave-peakngagenoaddegobaekengneed Oeophcaedandaconabeepong Canuppodeenypeoacvewhvaoukedagen Theeaeeveaohebenehaaekengcompanycanoedueompoved expeenceandexpee. Conducngcaeecvey Whendonegh,ekengcandecyandmmedaeygaugeapopec neeno needoapacuapoducoevce.agencancomoabypeakopopecwhoua cpandengagehem nadaogue.theagencanakqueonoenueheeevanceohe ouonhey eengaweaexpanhemeocompexpoducoeng. 5THEBENEFTSOFOUTSOURCEDTELEMARKETNG
Eabhngeaonhp Expeencedagencaneaydeveopaappoandeecveyeabheaonhpwh popecandexngcuome.popecaemuchmoekeyoenoaaepchhey eehaheyhaveaeaonhpwhhecompany. Geneangquaedead Amenonedabove,aeeamaeoenuaedwhmakengeadhaaen quaed.an expeencedekengeam knowhedeencebeweenaeadha eadyobuyveua eadhan.eveyeadhandedoaehooughyquaed.anyeadhaaen eadyae ennoanuungpoce. Peomngmanyypeocangevce Bypecazngnouboundeadgeneaon,heeoganzaonaehghyquaedopeom a kndoekengacvencudngeadgeneaon,conacpong,codcamakeng, eadnuung,eadquacaon,eponehandng,andmoe. negangwhmakengacve Tekengmpoveheeecveneomakengendeavo.nmocae,decma campagnhaveaayoweponeaeoabou2%.whenmakeeoowupwhaphone ca,heeponeaecannceaedacay omemeupo25%. Handngempoyeeaon Anououcedekengagencycancopewhaonnamuchmoeabeway.Havng manykedagenonaemnaeheneedoonghngandanngpoceewheneam membeeave.thhoenheaocaeddownmeandeduceamp-upme. naddonoheemanybene,oenakejuwooheemonhoanououced ekengeam opoveeecvene.bycompaon,akeanaveagexmonhoa yeaodeemnewheheann-houeeadgeneaoneam poducngeu. 6THEBENEFTSOFOUTSOURCEDTELEMARKETNGcon.
TheCoon-HoueandOuoucedTekeng Dueohemanydadvanageon-houeekeng,eveaudehowhahecope eadgncanyhghewhencompaedoououcedekeng.typcay,n-houe ekeenveanaveageo10% oevenue,compaedo7% oououced ekeng. Buahehaneyongeneaac,we examnehedeaed,ne-em coo ekengandcompaehem oeuacheved whehepeomedn-houeoououced. Theeaemanyaconvovedndeemnnghecoon-houeekeng,and mpoanocondehewaynwhchheenumbecanchange.nheabebeow,we povdeaohegueneceayoexamnehecoon-houeveuououced ekeng: Eveyaconvovednbudgengon-houeekengncudngagenaaeand hecoophoneyem Thecoohnganexenaekengagency Peomancemecmeaungheeecveneoheheeypeoekeng: n-houead-hoc,dedcaedndeae,andououced F,we howhecoon-houeekengonanad-hocba.nhcenao,caae madenequenyonana-neededba.exngmakenga,admnaveaan,juno eam membe,oempoayempoyeemakeheca.aacoequedouppoh unconaencuded.thecoohoponaen gncanyhgh,buahownbeow,he ovearoachevedqueow. N-HOUSEAD-HOCMARKETNG SUPPLEMENT HUMANRESOURCES AgenSaaencudngbene ManagemenSaaencudngbene1:7manage-o-agenao NFRASTRUCTURE PhoneCo TPC,eephoneyem,owae,CRM ouon,nene,ec. OceSpace OheOveheadue,ceanng,manenance,ec. TOTALCOSTS DRECTCOSTS MONTHLY $4,000 $950 $75 $185 $800 $25 035 7THECOSTOFN-HOUSEANDOUTSOURCEDTELEMARKETNG
Nex,we ev ew heco o nhoue e ke ngpe o medbyan n dea e eam. n add on oa a eand n a uc u eco, ec u menand a n ngco mubecon de ed.a d cuedabove, n dea e eam end oeeh gh u nove a e,o he ea eadd onaco okeepagen on a.w ha ac o nc uded, h op on gh yh ghe hanadhoc nhoue e ke ng. n ac, h hemoexpen veoa h eeop on. NHOUSE NS DESALES D RECTCOSTS MONTHL Y HUMANRESOURCES Rec u men aum ng33% annua u nove $190 AgenSa a e nc ud ngbene $4, 635 ManagemenSa a e nc ud ngbene 1: 10manage oagen a o $665 Ongo ngt a n ngexpene $100 NFRASTRUCTURE PhoneCo $55 T PC, e ephonesy em,o wa e,crm o u on, n e ne,e c. $185 O cespace $800 O heove head u e,c ean ng,ma n enance,e c. $25 TOTALCOSTS 655 La y,we exam ne heco oou ou ced e ke ng.w ha a eeoapp ox ma e y 250, h he eaexpen veo he h eeop on.the ee a nc u vew hnoex aco o ec u men, a n ng,o n a uc u e. OUTSOURCED ALWAYSON/F XEDTEAM D RECTCOSTS MONTHL Y Fu T me,ded ca edagen a nc u ve 250 TOTALCOSTS 250 8THECOSTOF NHOUSEANDOUTSOURCEDTELEMARKET NG con.
De e m n ngro A e den y ng he o amon h yco oeach e ke ngop on,wecanexam ne he eu ach eved ode e m ne he e u non nve men.amen onedabove, nhoue e ke ng whe hew hma ke nguppo a o n dea e b nga gn caneo cha enge. Le exam ne heroo nhoueadhoc e ke ng.onave age, e ke ngpe o med n h waygene a eapp ox ma e y950ca pemon h.th y e dabouevenappo n men andac oeddea a eo0. 42.W hanave agedeava ueo$87, 000,ou o aa eva ue become$36, 540.W hco o a ng 035, hero 505% and he o acooa e 17%. NHOUSE ADHOCMARKET NG SUPPLEMENT PERFORMANCEMETR CS MONTHL Y Comp e edca 950 Appo n men Se / LeadQua ed en oa e 7 Dea C oed 6% ma ke ngqua ed ead oa e 0. 42 Ave agedea Va ue con an $87, 000 To a Sa eva ue $36, 540 TOTALCOSTS 035 TOTALRO 505% TOTALCOS 17%,we ev ew heroo n dea e eampe o m ng he e ke ng unc on.s m a o Nex headhoc e ke ngop on, h op ongene a eanave ageo950ca pemon h.th y e dapp ox ma e ye ghappo n men.bu nce n dea e epa emo eadepaqua y ng ead,weeea10% ead oa e a e,wh ch eu n0. 8dea c oed.w houcon an ave agedeava ueo$87, 000, he o aa eva ue $69, 600.Th mo e handoub ewhawe eehappen ngw hadhoc e ke ng.w hco o a ng 655, hero e o946% and he o acooa ed op o10%. NHOUSE NS DESALES PERFORMANCEMETR CS MONTHL Y Comp e edca 950 Appo n men Se / LeadQua ed en oa e 8 Dea C oed 10% ma ke ngqua ed ead oa e 0. 8 Ave agedea Va ue con an $87, 000 To a Sa eva ue $69, 600 TOTALCOSTS 655 TOTALRO 946% TOTALCOS 10% 9DETERM N NGRO
La y,we exam ne herooou ou ced e ke ng.foa o he eaonmen onedabove, ou ou ced e ke ngy e d gn can ybe e eu.w hmo eca comp e edpemon h 1, 425weach evea o ao enappo n men e.a10% ead oa e a e eu na o aa e va ueo$87, 000 aum ng heamedeava ue.th op onco e hane heo he nhoue op on.sow ha owecoandbe e eu,weach evea gn can yh ghero.the o a ROj ump o1, 292% and he o acooa ed op o7%. OUTSOURCED ALWAYSON/F XEDTEAM PERFORMANCEMETR CS MONTHL Y Comp e edca 1425 Appo n men Se / LeadQua ed en oa e 10 Dea C oed 10% ma ke ngqua ed ead oa e 1 Ave agedea Va ue con an $87, 000 To a Sa eva ue $87, 000 TOTALCOSTS 250 TOTALRO 1292% TOTALCOS 7% The ab ebe owhowad eccompa ono hee gu e.c ea y,ou ou ced e ke ng ana o dab eop on hay e dg ea eu anda ongro. F NALCOMPAR SON PERFORMANCEMETR CS MONTHL Y nhoueadhocro 505% nhoueadhoccos 17% n desa ero 946% n desa ecos 10% Ou ou cedro 1292% Ou ou cedcos 7% 10DETERM N NGRO con.
Concuon TekenganeecveaccohepB2Bmakengoganzaonwhhechaengeo geneaeahghquanyoquayead.thequeonmakeemuakhemevehowo execueheekenguncon.n-houeekeng whehepeomedad-hocby makenguppoaobyndeaeeam aughwhdcue.ououced ekengonheohehand,ecompexandhghyeecve. Ououcedekengeexpenveandeunmoecoeddeaandhgheoa ae.umaey,ououcedekengenabemakeeoongyuppoheae eamwhquayeadhaeuncoeddea enabngaeandmakengowokogehe aheyconbueoheoveabunegowh. Souce 2011B2BMakengBenchmakRepo,MakengShepa,2010 LeadGeneaonandNuungBenchmakngRepo,B2BMakeng,May2012 AgnngSaeandMakengMeauemen,TackngKPhaMae,Saeoce.com,Juy2013 BenchmakSuvey,MakeoBenchmakonRevenuePeomance,Makeo AcacuaonaebaedonheUSmake. 11CONCLUSON
Abou3D2B Eabhedn2003,3D2BpovdeB2Bekengandeadgeneaonevceohepoe cuomeeaonhpandbooaeacoandue.whocenromeandnew Yok,3D2Baaeandmakengoganzaonacohegobe.Foundedonhepncpe opovdngquay,pecazedb2bekengandeadgeneaonevce,3d2bpde enheachaagenaehghyeducaed,naveypeakheanguageheycove,and havenduy-peccexpeence.fomoenomaonabou3d2b,vwww.3d2b.com. LeanMoe Toeanmoeabouhow3D2Bcanhepyougeneaeeadandmpoveheeecveneoyou aeandmakengoganzaon,conacua+17187090900o+390697844660emeao vuawww.3d2b.com. Conac NewYok 3D2Bnc. 80-02KewGadenRoad Sue903 KewGaden,NY11415 Te:+1718-709-0900 ema:ae@3d2b.com Rome 3D2BS PazzaeLugSuzo,15 00144Rome ay Te:+390697844660 ema:ae@3d2b.com 3D2B,nc.,Ocobe2014,ARghReeved 12ABOUT3D2B