Samtel Tele marketing Intern report page 13

8.0 Recommendation

Here are some recommendations for SGTL for betterment of their Tele-marketing services to provide better customer service so that they can raise the customer satisfaction level and retain more.

8.1 Strategies to be followed

• Buying decisions are made by the owner of the organizations in most of the SMEs. So it is better to call the owner or the director.
• Customers would like to receive sales call on their mobile phone. So it is better to call or send SMS to mobile phone of the customer.
• SMEs are seeking for the software that can help their specific business. So there should be some specific features in the product that would help the SME to make their service better.
• Most of the SMEs (Except Educational services) come to know about software from their friends and by mouth. So it is better to use referrals during sales calls.
• Sales calls should be made at afternoon as that is a quite leisure time.
• Customers like friendly attitude with sufficient technical data from a salesperson.
• Customers usually select a supplier based on their after sales service and individual attention to the customers. So it is important to pay special attention to the customer.
• Around 30% Customers usually make call back to the salesperson. So there should be a hunting line system when mass marketing is started.

8.2 The Establishment

• As telemarketing is a new concept in, it should have a permanent setup for having a good working environment.
• Telemarketing should be directly supervised under the Marketing Division, because then the employees of both divisions will have more chance to share ideas.
• The usage of preserved data should be shown to the marketers so that they can realize the implication of their jobs.
• The telemarketing software be bug free and be updated regularly.

8.3 The Employees

• SMEs seek for online troubleshooting during their product related problems. To ensure this, telesales persons must be properly trained.
• More off the job training should be arranged for the telemarketing employees.
• As the job is totally over phone and each employee is representing the company to the customers so more supervision on handling the conversation is necessary.
• The job of telemarketing is a repetitive one, so the marketers may lose their concentration on doing the same job day after day. As the telemarketers are advanced in all kind of product and service information, they should give support to the hotlines also for some times. This kind of rotation will help them to be enthusiastic.

 

9.0 Conclusion

Samtel Global Technologies Limited is new in Bangladesh but they have huge experience in software marketing and development in amny other countries throughout the world. SGTL already got AKTEL as their sutomer who has a country wide mobile network and second highest number of subscriber. So it is quite easy for SGTL to use the network of AKTEL at a low cost. SGTL will be very much successful in if they use telemarketing as a business strategy and they may achieve customer satisfaction, motivation and retention and revenue generation. They should try hard to use this new concept as weapon to get the satisfied customers and to retain them for longer times. The interview results and other analysis shows that people thinks telemarketing as an effective tool but the vendors or the suppliers are still uses it a little. SGTL needs to develop their telemarketing section more to use it more efficiently and it would be possible on if the recommendations are fulfilled.