The PDPC (Personal Data Protection Commission) Singapore put into force the DNC (Do-Not-Call) Registry in 2014. Singaporeans who do not wish to receive calls from telemarketers may submit their contact numbers to get listed with the DNC Registry. Business owners, Property Agents, Financial Advisors, and other institutions that use telemarketing must check with the DNC Registry before performing any call or face up to SG$10,000 fine.

To further improve professionalism in the telemarketing industry, the CCAS (Contact Centre Association of Singapore) developed the telemarketing guidelines for its members. It also serves as a guide for other business entities and organizations that use telemarketing to promote their product and service.  The telemarketing guidelines were created to ensure the telemarketers abide by the code of conduct. Contact Centres are expected to follow the guidelines. Supervise the representatives and monitor proper language is used when making calls. Telemarketers should not call at an inconvenient time. If the customer agrees to a follow-up call, the representative must call on the agreed date and time.

Legislative Compliance

Abide by Singapore laws and regulations and jurisdictions about calls placed and received.  Do not send voice calls, text messages, and fax messages to phone numbers registered with the DNC registry.

Professionalism

Telemarketers must professionally perform their job. They should be polite when speaking to a customer. Must be honest and not make false claims that can mislead the customer.

Call at the right time

Do not call before 8 am and or after 9 pm. Calls must be made 8 am to 9 pm during weekdays, and from 9 am to 6 pm on Saturdays. Phone calls should not be made on Sundays and public holidays.

Proper identification

A telemarketer must introduce himself to the customer.  State the company he represents and give the purpose of the call.

Competency

Telemarketers must have appropriate training and sound knowledge of the product or service they offer.

Provide Information

If requested by the customer, provide information such as telemarketer’s name, company or organization the telemarketer represents, and nature of business.

DNC Registry

Maintain a DNC database. It must always be up-to-date. Provide telemarketers with a Do-Not-Call list. Do not share the DNC list without the client’s consent.

Frequency

Do not call a customer more than once a month regarding the same campaign except for a follow-up call.

The Do’s of Telemarketing

1. TIMING. No one wants to receive telemarketing calls when they are in the middle of enjoying their favourite dinner. So plan your schedule accordingly.
2. PROFESSIONALISM. You might be calling at inconvenient time, be courteous and start with warm greeting. Remember you are representing the company.
3. ORGANISE. Ensure that your list are organised and following the PDPA guidelines.
4. SCRIPT. The first 10 seconds of the call is crucial so having a script that is direct to the point helps to avoid boring the prospect. Be prepared with sales points as well as rebuttals to any questions or concerns they have.
5. PRACTICE. Do practice your script with friends or colleague. Trainings are usually provided by the company as well.

Appointment Setting in Singapore

The Don’ts of Telemarketing

1. Negativity. Don’t get yourself discouraged easily. You will likely only speak to the 10% of the calls you make. If you have a lot of negative experiences in making the calls, figure out how to get that sales next time.
2. Control. Remember, you are the expert. Don’t let them take control of the call. If you feel like the contact is just arguing for the sake of arguing, just bid them a professional farewell.
3. DNC. Never call someone who are registered under the Do Not Call list. This might put you in legal danger.
4. Follow up. Do not forget to follow up. Potential sales could just be hiding in your follow ups.
5. Don’t take it easy. Don’t be too comfortable if you hit the target goal. Don’t take it easy in the next day. Know that the calling and sale cycle is constantly in motion.

Conclusion

Telemarketers aren’t very much welcome to people but with these do’s and don’ts it will help you navigate one of the toughest jobs. Their negative comments are not meant for you personally, you’ll still be able to keep your head up for the next call. Keep practicing and be professional, your time and effort will always pay off.

The representatives are taking incoming calls from advertisements, either online of offline. Customers makes calls when they want to enquire on your advertised products or services.

Outbound Marketing

The representatives are making outgoing calls to your prospect leads. Usually representatives calls your prospects to sell products or just simply set appointments.

Advantages of Telemarketing

Interaction

First advantage of telemarketing is that fact that there is human to human interaction.

Cost

Telemarketing is cost effective compared to personal selling despite offering the same products. It is a cheaper way of communicating with your customers.

Flexibility

Instead of selling products right away, you can understand your customer’s need and from there you can adjust your marketing message.

Customer Service

Improve the value of your company by inspiring loyalty and gain repeat orders through excellent customer service.