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Direct Marketing in BPO

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Shahzad Khan
Shahzad Khan

The document discusses direct marketing through business process outsourcing (BPO). It describes different types of BPOs like outbound and inbound centers. It outlines various marketing objectives that can be achieved through BPOs like lead generation, sales transactions, customer retention, and upselling. It also provides a case study of a telemarketing BPO and how it helped generate quality leads for an e-logistics company.

Business
1 von 24
Direct Marketing BPO as a channel
Presented by: 52 Kapil Singh 53 Gaurav Taishete 41 Jwala Nayak 38 Joe Augustine 34 Kapil Mhatre 24 Shahzad Khan
What is a BPO? ,[object Object],[object Object],[object Object]
Types of BPO’s ,[object Object],[object Object],[object Object],[object Object]
Financials ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],SLAs to be set-up with the vendor to guarantee a certain degree of quality and conversion rates with provision for both REWARDS and PENALTIES ROI needs to take into account the expected returns as against the cost.
Marketing Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object]
Lead Generation ,[object Object],[object Object],[object Object],This model is followed extensively by sectors like – Insurance, Financial Investments, Credit Cards, etc.
Sales Transaction ,[object Object],[object Object],[object Object],CRM system plays a key-role in terms of profiling the customer and prompting the call center agent to make a customized offer to the customer
Customer Retention ,[object Object],[object Object],[object Object],Most service industries like Telecom & Banking have a specialized churn management desk.
Up selling & Cross Selling ,[object Object],[object Object],[object Object],[object Object],This model is followed by banks when a customer contacts its help-line, the agent makes a pitch to the customer
Complementing other Marketing Efforts ,[object Object],[object Object],[object Object],[object Object],[object Object]
Marketing Research ,[object Object],[object Object],[object Object],[object Object],This model is used by service industries like Airlines & Hotel.
[object Object],[object Object],[object Object]
Telemarketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object]
Telemarketing Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lead Generation Methods ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study ,[object Object],[object Object],[object Object],[object Object]
Case Study Direct Marketing Secrets of DELL COMPUTERS “ Building Great Customer Experiences”
‘’ Direct marketers, are in an environment, which changes so quickly and only way to survive is keeping track with customers’ preferences and trying every possible method to build strong, long- term relationship with customers in order to increase customer satisfaction, customer loyalty and customer profitability in cost effective way’’ PHILOSOPHY ,[object Object],[object Object],[object Object],Background
Business Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Direct business model.
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Conclusions Indian Scenario Dell plans to up its focus on India October 24, 2008 Currently operational BPO’s - Bangalore, Hyderabad, Gurgaon and Mohali
 

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