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5 Tips for Outsourcing Membership Telephone Calls

Chord UK specialises in delivering high quality member engagement telemarketing for membership organisations, as well as professional services, business support and skills development organisations.

Our membership clients typically ask for:

Help during busy renewal periods
Welcome calls to new members
Member satisfaction surveys
Fast bookings for events
Testing a new service
Qualified appointment making
Data Cleansing

Here are 5 tips for outsourcing your telephone calls – and some specific considerations for each one:

1. Consider the Risks
- Too much money
- Low or no return on investment
- Tried outsourcing before – didn’t work
- Too much hand holding
- Pushy telemarketers upsetting members
- Potential brand damage
- Consequences if you don’t get help
2. Find the Right Agency
- Legal compliance
- Quality assurance
- Professional experience and knowledge
- Relevant skill set across the business
- Supervision and support of telephone staff
- Dedicated account management
- Out of hours calling and call recording
- Seek references
- The right fit with your organisation?
3. Run a Pilot Campaign
Provide comprehensive specifications for a pilot campaign to test the approach:
- Campaign objectives
- Target audience
- Data – quality, quantity and security protocol
- Approach and call guide
- Agency access to CRM system
- Client domain or agency – email fulfilment
- Reporting – content and frequency
- Timings
4. Analyse Results and ROI
- Were targets and expectations met?
- If not, why not?
- What could be improved and how:
  – Outputs
  – Approach
  – Processes
  – Data
- Consider lifetime value of engaged member
- Roll-out
5. Work in Partnership
- Dedicated account management
- Get to know the team
- Be available and respond quickly
- Be open to suggestions
- Be flexible – things will change
- Seek continuous improvment

Chord UK Ltd is a Memberwise Recognised Supplier and delivers high quality member engagement via outsourced telemarketing, direct & digital marketing, data improvement and research, for clients including the British Medical Association (BMA), British Veterinary Association (BVA), Royal College of Nursing (RCN), Royal College of General Practitioners (RCGP), International Corporate Governance Network (ICGN), British Interactive Media Association (BIMA) and the Public Relations Consultants Association (PRCA).