FAQS

Where is FMG’s Call Centre located?

Forrest Marketing Group’s office is located in Manly Vale on Sydney’s Northern Beaches.

All of our call centre agents as well as our management team operate from our Sydney office. We strongly feel that the best results can only be achieved when we have full control and visibility of our team. Having our team located in the same place means we have been able to create a dynamic results focused culture. Additionally we have complete transparency of agent and campaign performance.

We have an open door policy and our clients are welcome to visit us at any time. Clients are encouraged to come into our office, meet our agents and work with them directly to ensure they get the most from their campaign.

We never outsource or use overseas operators. All our call centre agents are mature, local and professional sales and customer service experts.

Who will be working on my Telemarketing campaign?

Our call centre agents are exceptional communicators and sales experts.

Our highly trained Australian call centre agents are professional, mature and experienced.

FMG has highest staff retention rates in the industry. We have created a stable, high-performing team that delivers consistent results for our clients. Many of our agents have been with us for several years. As a result our clients have confidence we can deliver results over the long term.

Obviously it takes a different personality, tone and skill to talk to tradies about forklift equipment. Versus the skills required to talk to CFO’s about GPS Fleet Management Software.  Across our team, our agents have a huge range of skills and expertise. This gives us the ability to assign the agents on campaigns based on their skills and who are most likely to get the best results.

We assign agents to our clients campaigns that have the most relevant experience and skills.  For each campaign we assess the agents most aligned, based on the outcomes sought as well as the seniority of decision makers being contacted. In addition we review the complexity of the conversation required and previous experience or knowledge of the product, service or industry.

Can I meet my Call Centre agents?

Absolutely.

In fact we encourage all of our clients to meet as well as work ongoing with our agents.

We have an open door policy and encourage our clients to come into our office and meet the entire team.

All of our clients will have a chance to meet their agents as well as Account Manager during the onboarding process. All clients are invited into our office when we conduct the briefing session with our team.

Any additional training and knowledge our clients are able to impart on our team is welcome. This will increase their competence and confidence in discussing our clients products or services.

We encourage ongoing interaction between our clients, Account Managers and agents. This ensures that our representation of our clients and their business is aligned to the company culture and values.

What is your industry experience?

Forrest Marketing Group has been providing call centre and telemarketing solutions since 2006. Over that time we have worked with hundreds of businesses across thousands of campaigns.

Our clients include a broad range of organisations both large and small, across a diverse range of  industries. Our proven approach ensures no matter the size of the client or the industry, we deliver exceptional results. Many of our clients have partnered with us for several years.

We know every business requires a different approach. Our experience give us insights to tailor winning strategies that deliver results. For more information about our experience read our case studies to learn how we could help achieve your sales and marketing targets.

Read some of our Spotlights to see how we have helped our clients across different industries achieve their sales and marketing objectives:

Superannuation Funds & Advisors

Construction

Finance

Insurance

Recruitment & Employment Services

Logistics

Software

What results have your achieved?

Our Australian call centre agents have helped hundreds of businesses achieve their sales targets and support their marketing initiatives. Every year we make thousands of calls that result in millions of dollars of new business for our clients.

Our campaigns generate exceptional sales and marketing ROI. With clients winning $18.51 in new sales for every $1 spent with FMG. Over the last 7 years, our clients have reported closed sales totalling over $65 million.

Each year we survey our clients to measure the effectiveness of our telemarketing and lead generation services. The results continue to prove that our campaigns deliver exceptional returns for our clients. Read the full results of our Client Survey.

You can also read our case studies to see the results we have achieved on specific campaigns

How will you protect my brand?

Our clients brands are in safe hands with our mature and experienced call centre agents. Our agents are experts in opening conversations and identifying business opportunities. We don’t just generate leads, but we enhance our clients reputation. And deliver a positive experience with every conversation we have.

We only recruit mature, motivated and experienced agents. Our agents are supported by our management team, who provides ongoing training and support. Many of our agents have been with us for several years. This has created a stable, high-performing team who deliver consistent high-quality results for our clients.

Our systems and processes ensure our clients brand and reputation is upheld during every interaction.

These include:

  • The opportunity for all our clients to personally meet and brief their agents during the onboarding process.
  • Our Account Manager work with our clients to create a conversational based script. This script is approved by our clients before to any calling. Clients are welcome to make updates at any time during a campaign if needed.
  • Our clients and Account Managers work together to develop the campaign strategy document. This is used to train the agents on the products and services they are representing.
  • All clients are welcome to come into the office at any time. Whether they want to listen to calls, or provide additional training.
  • Our Sales Team Manager and Account Managers regularly listens to calls. This ensures content, representation and the outcomes match our clients expectations.
  • We have built in a Quality Control (QC) process to every campaign. QC quickly identifies areas where further training may be required.
  • Our Australian call centre agents are professional, mature and experienced. As a result of our high staff retention rates. We have a stable, high-performing team that deliver consistent results for our clients. Many of our agents have been with us for several years. As a result our clients have the confidence that we will deliver results over the long term. Every employee is committed to our high ethical values and professional sales approach.

Why would I choose FMG as my outsourced Lead Generation Partner?

Outbound lead generation requires specialist skills to get past the gatekeeper and engage with the decision maker. Our sales agents are chosen for their conversation skills. They are experts at starting conversations and uncovering sales opportunities. Every phone call is viewed as a new challenge, and as a result they don’t get disheartened when faced with rejection.

A great deal of management time is invested in training, mentoring and supporting our agents to develop their skills. We have created a fun and results-focused environment. Our agents are constantly encourage to improve their skills and therefore achieve great results. Most importantly our agents work together sharing ideas and strategies to help each other develop and succeed.

Our agents are professional, mature and experienced

They have experience in a vast range of roles, companies and industries. Therefore we have the ability to assign agents to campaigns best suited to their skill set and experience.

We celebrate each agent’s success and they are rewarded with performance bonuses. Agent’s and campaign results are announced daily, creating a competitive culture that recognises individual as well as team achievements.

Campaign results are reviewed after every shift as well as weekly to monitor KPIs. This ensures we are always achieving the best results for each client. If we do not achieve the results we expect we immediately review and discuss with our clients the possible reasons. We will recommend changes to the campaign to improve the results.

Finally we are focused on creating long-term relationships with our clients and know this can only be achieved by consistently providing our clients with great results.

What is Telemarketing?

Telemarketing is as a proactive way of informing prospective clients about the products and services that a business offers. This is done through phoning prospects directly, rather than waiting for your phone to ring.

Telemarketing is often used to try to sell a product or service. However it can also take the form of surveys or information gathering.

Telemarketing is extremely versatile. It can be used to gain new customers, or inform existing ones about a current promotion or new product or service. Alternatively, it can be used to ensure that your clients are happy with the service they are receiving and find our more about their current situation. Additionally telemarketing can provide opportunities to up-sell.

Telemarketing is the only form of direct marketing which allows 2-way communication. Through this instant and direct feedback from the decision makers, we really understand their needs. Telemarketing is the ONLY  form of direct marketing that allows personalised communication with key decision makers. Therefore it provides the unique ability to understand their needs and present a truly tailored solution.

As a result of this telemarketing services are an incredibly effective way of boosting your business through identifying new sales leads.

FMG can partner with you on a range of telemarketing services including appointment setting, lead generation, telesales and lead nurturing.

How does Telemarketing work?

Our telemarketing services give our clients greater reach into new and existing markets. This is done through uncovering hundreds of new qualified sales opportunities each week.

Telemarketing is the only form of direct marketing which allows personalised 2 way communication with key decision makers. This enables us to understand their needs and present them with a completely tailored solution.

Below are the main telemarketing services that FMG offer

Appointment setting allows us to contact your prospects, pitch your business and book meetings for your sales team. Appointment setting campaigns save your sales team valuable time. This is because WE source the prospects that meet your qualification criteria. As a result we get your sales team in front of more sales opportunities more often.

Lead generation builds brand awareness by presenting your brand to hundreds of key decision makers every week. Therefore bringing more new prospects into your sales funnel. Our lead generation services find new sales leads for your sales and marketing teams to nurture and convert into customers when ready to buy.

Telesales allows us to sell your product or service directly over the phone. Outsource your telesales function to us saving you time, money and stress. Our expert agents can act as your outsourced sales team or expand your sales department to handle times of high demand.

Lead nurturing ensures leads progress through the sales funnel by engaging leads at different stages, providing relevant information and strengthening relationships with buyers at each stage of the buyer’s journey. Our expert sales agents can nurture your leads to maximise your sales conversion.

Our Account Managers work with you to customise your telemarketing campaign to suit your business and objectives.

Why would I choose to outsource my Telemarketing?

Outsourcing your telemarketing services means you won’t have to deal with any of the training or day-to-day operations in-house. However you will benefit from having an overall say in the way your company is represented by agents. Similarly to how you specialise in your given field, telemarketing firms like FMG offer a streamlined approach to boosting your sales leads and conversion rates.

The decision as to whether or not to outsource your outbound lead generation versus hiring your own staff is not a ‘one size fits all’ one. Every situation is different. In some cases it is not a one or the other decision at all, rather a combination of the two.

Many clients come to us having already tried managing their own in-house team. After the time and expense of recruiting and training they have not achieved the desired results. Therefore they are looking for an alternative.

Outbound business development is a tough job

No one wakes up in the morning wanting to be a telemarketer. Very few people have the right personality, experience and desire to stick at this job for the long term. As a result managing your own team internally is difficult.

We only hire highly skilled and experienced agents with excellent conversation skills. We teach them to get past the gatekeeper and engage the decision maker. Our call centre agents love picking up the phone. They’re able to handle rejection professionally and politely. And most importantly, they don’t let it get to them.

We attract and keep great people

This is due to us offering flexible work arrangement, as well as the fun and competitive environment we have created. We celebrate each agent’s success. Furthermore, agents share ideas and strategies to develop their skills. Our Agents are rotated among different campaigns that are best suited to their expertise. This ensures we keep them focused and challenged.

Our agents are not distracted by other sales functions. Making calls is their ONLY duty so it is their first and only priority.

Campaign and agent results are reviewed at the end of every shift as well as weekly. They are compared against expected targets. By doing this we are quickly able to identify if a campaign or agent is not hitting the expected outcomes. Identifying issues quickly means the campaign structure as well as the agents assigned to the campaign and the training can all be reviewed. We are able to make changes to any or all of these areas to ensure improvements. This monitoring and tweaking of campaigns ensures we always get the best results possible for our clients.

The outbound lead generation campaign is our only focus. This means we are 100% on top of it and not distracted by anything else that is a part of the day-to-day running of a business. The buck stops with us.

Don’t people hate receiving Telemarketing Calls?

It’s true that telemarketing calls received at home can be unwelcome. These B2C (Business to Consumer) calls are usually selling consumer products such as life insurance or solar panels to people in their homes. And these calls most often take place at inconvenient times.

B2B (Business to Business) telemarketing calls are different.  At FMG we primarily conduct B2B telemarketing calls. For these calls we are contacting key decision makers at work not at home.  We act as an invisible extension of your business. And the business prospects we talk to don’t realise they are speaking to call centre agents. As far as the prospect knows, they are talking to a sales person from your business. Someone who is calling to introduce a solution to a problem they may be experiencing.

B2B telemarketing calls are usually well received. This is because we are calling a targeted list of decision makers who are likely to benefit from the solution we are calling to discuss with them.

Who will you call during my Telemarketing campaign?

The answer to who we call is “it depends”.

We can work off and call through a telemarketing list our clients already have. This could include current clients, dormant accounts, or people who have enquired with your organisation in the past but never purchased.

Otherwise we can source a telemarketing list. Alternatively our in house researcher and account manager can work with our clients to build a database of the most relevant organisations to call. Our account managers will work with you to decide the best approach for your campaign to get the outcome you are after.

Telemarketing services are incredibly versatile. Depending on what you want to achieve you can acquiring new customers, inform existing ones of current offers or promotions. Finally you could simply ensure customers are happy with your service.

How many Telemarketing calls are made per day?

Every telemarketing campaign is different. And the number of calls we can make will depend on the length of conversation required as well as how easy it is to reach your target decision maker. The more successful the campaign, the more (and longer) conversations we are having. Therefore the call rate will be lower.

As a guide, we will make between 15 and 25 calls per hour on an average telemarketing campaign. We will present to the target decision maker on around 25-33% of these calls.

Over the course of an average day you can expect the following

8 hours of work – over two 4-hour shifts. We may split this time over multiple days, to maximise productivity and best contact times.

An average of 120 to 160 calls (numbers dialled) per day. Depending on the strategy, length of conversation required and contact rates achieved.

On average 30 to 60 conversations with decision makers per day of calling. Depending on accuracy of data, level of seniority and target industries and location.

These expectations are based on the campaigns we have operated to date. The majority of campaigns fall within these ranges. However, every campaign is unique and results do vary.

We can give a more accurate estimation, specific to each campaign, as we build our clients campaign strategy in the set-up process.

What is the difference between Telemarketing and Telesales?

Telemarketing and telesales are different activities.  Although they can be interchangeable depending on the specifics of the campaign.

Both telemarketing and telesales are proactive ways of informing prospective clients about the products or services you offer. Rather than waiting for you phone to ring.

Telesales is used to SELL a company’s products or services via the telephone, and can be cold calling or aimed at existing customers. With telesales the focus is on closing the sale there and then.

Telemarketing is more about relationship building or research and normally has broader objectives.

What is a B2C Telemarketing Campaign

B2C (Business to Consumer) telemarketing services involves calling consumers. This could be to sell them products and services, to gain their support and participation or to provide them with customer service.

Often these B2C telemarketing calls are received out of hours at home or to your mobile. Often in these cases they are unwelcome and intrusive. These B2C telemarketing calls are usually calling from un-targeted lists. As a result the telemarketer is attempting to sell products or services that the recipient has no interest in.

However there are some B2C campaigns that do work and are effective. In most cases these are the ones where the prospect is someone who already has a connection with your organisation. They could be a current customers, past customers or people who have previously made an enquiry with your organisation.

Customer service, customer surveys, customer reactivation and event booking campaigns are some of the more regular and successful B2C campaigns that FMG work on.

What type of B2C Campaigns will FMG work on?

FMG mainly works on B2B telemarketing campaigns. However we will work on B2C Telemarketing campaigns in certain situations.

If you have an existing list of ‘opted-in’ consumer’s to call, and after talking with you about what you are wanting to achieve we are confident we can deliver results then we will partner with you on a B2C campaign.

Customer service, customer surveys, customer reactivation and event booking campaigns are some of the more regular and successful B2C campaigns that we work on.

Purchasing consumer data is expensive. Additionally with the requirements around data washing and the “do not call register”, we don’t work on campaigns where clients asked us to source a list to call.

So if you have your own list. Whether it is existing clients, past clients or those who have enquired with you in the past then contact us to discuss your requirements.

What is B2B Sales?

B2B is short for business to business. B2B Sales are sales where a business (a sales person) is selling a service or product to another business. Rather than selling to a consumer. Often B2B sales are more complex than B2C (Business to consumer) sales.

B2B sales is generally seen as being more challenging than B2C sales.  And it usually involves products and services that cost far more. There is also often more than one person involved in the decision making for a B2B sale. Additionally the decision tends to be more financially driven. This is due to the purchaser needing to justify the purchase to other members of the organisation.

The B2B sales process also differs from B2C with the usual process involving the following steps

  • Identify that the prospect has a need that your product or service can address
  • Identify that the person you are speaking to can make the decision on the purchase – if not you may need to move up the line
  • Identify that the prospect has the budget / funds to purchase your product or service
  • Demonstrate how your product or service can solve their problem or meet their need
  • Evaluate or work through the tailored / customised product or service with the prospect
  • Finalise the sale

Read more about our thoughts on B2B sales

What is Appointment Setting?

Appointment setting is where you contact your prospects, pitch your business and book meetings for your sales team.

Outsourcing your appointment setting campaigns to FMG saves your sales team valuable time. This is because WE can source the prospects that meet your qualification criteria and get your sales team in front of more qualified sales opportunities more often.

FMG’s highly skilled Appointment Setters specialise in opening conversations and and building relationships. Following our proven prospecting process, our Appointment Setters get our clients in front of super busy decision makers.

Our Appointment Setters will contact your target market, connect with decision makers, qualify prospects, pitch your business, and book meetings for your sales team. Getting your sales team in front of qualified sales opportunities and focused on closing deals rather than cold calling.

How does an Appointment Setting campaign work?

Our Appointment Setters can contact your target market. They will connect with decision makers, qualify prospects, pitch your business, and book meetings for your sales team.

We get your sales team in front of qualified sales opportunities and focused on closing deals rather than doing the cold calling themselves. Our appointment setting campaigns can generate either face to face meetings or phone appointments.

Face-to-face meetings

Face to face meetings are vital for selling a complex product or service, or when you are seeking a large financial commitment. However securing a meeting can be challenging. Many businesses lack the resources needed to dedicate sufficient time to consistent sales prospecting. Our appointment setting experts know how to reach your prospects and secure a face to face appointment. This means your sales team can take the next step towards closing sales.

Phone appointments

Appointments over the phone are best when you require a high volume of sales leads or selling a simple low commitment product or service. Generally, decision makers are more likely to accept a phone appointment than a face-to-face meeting. Phone appointments increase your market reach as you can present to businesses outside your area. Additionally, they save your sales team valuable travel time, giving them more time to follow up on leads and build relationships with prospects.

All meetings and appointments are qualified and validated by our quality control process. This ensures each confirmed appointment meets your qualification criteria.

FMG’s appointment setters can use your existing contact list. Alternatively we can source a reliable list for you, or through our internal researchers, build or add to your existing list with additional contacts to expand your database of prospects.

Our Account Managers work with you to customise your appointment setting campaign to suit your business and objectives.

How many Appointments will I receive?

The results for appointment setting campaigns vary substantially.

Among others things the results will depend on

  • The outcome required
  • Level of the decision maker we are trying to reac
  • Industry
  • Product or service offering
  • Geographical area you are targeting.

For an easy to understand product with a great (and unique) offer, we could set up to one or more appointments every hour. However at the other end of the scale, for a complex, intangible or expensive service it could take much longer.

We first need to understand your campaign and take a brief from each client. Then we can give an indication of how many appointments can be expected based on our previous experience with similar campaigns.

FMG will only take on appointment setting campaigns where we are confident that we can deliver results.

What makes an effective Appointment Setter?

FMG’s highly skilled Appointment Setters specialise in opening conversations and building relationships. Following our proven prospecting process, our Appointment Setters get our clients in front of more qualified sales opportunities. This means they can focus on closing deals rather than cold calling.

Our proven approach has been fine-tuned over several years.

Some of the ways we can ensure our appointment setters are as effective as possible

Monitoring and reviewing of results

Campaign and agent results are reviewed at the end of every shift and weekly and are compared against expected targets. We are able to quickly identify if a campaign or agent is not hitting the expected outcomes. We can adjust the campaign structure or agents assigned to the campaign as well as the training. Changes can be quickly implemented to ensure we get the best results possible for our clients.

Appointment setting is the ONLY focus

When our call centre agents are working on an appointment setting campaign, this is there ONLY focu. This means we are 100% on top of it and not distracted by anything else that is a part of the day-to-day running of a business. Our agents are never distracted by other sales functions or tasks. Making calls and setting appointments is their ONLY duty so it is their first and only priority.

Skills and personality required

Appointment setting is a tough job. Very few people have the right personality, experience and desire to stick at this job for the long term. From experience we know what to look for when hiring appointment setters. We only hire highly skilled and experienced agents who have excellent conversation skills. We teach them to get past the gatekeeper and engage the decision maker. Our agents love picking up the phone, they’re able to handle rejection professionally and politely and they don’t let it get to them!

Training and development

Ongoing training through structured learning and development and continuous improvement is also critical. It is easy to get stale working as an appointment setter. Therefore ongoing training and development is crucial. Additionally the variety of campaigns we are able to offer our appointment setters ensures don’t get bored and are always challenged. This means they are always as effective as possible

An environment where appointment setters are all working side by side with friendly competition, also assists with the effectiveness of appointment setters. At FMG we have created a fun and stimulating environment. We celebrate each agent’s success and agents share ideas and strategies to develop their skills. Agents rotate among different campaigns best suited to their expertise to keep them focused and challenged.

What is Lead Generation?

Lead generation builds brand awareness by presenting your brand to hundreds of key decision makers every week. As a result this brings new prospects into your sales funnel. Our lead generation services find new sales leads for your sales and marketing teams to nurture and convert into customers when they are ready to buy.

Our B2B lead generation campaigns will introduce your company to hundreds of potential prospects each week. Every phone call is an opportunity to present your product or service and stimulate interest. Our team of sales agents are experts at finding new sales leads, giving you a sales funnel full of new prospects to nurture and convert.

The main type of lead generation campaigns that FMG work on can be categorised as the following

Lead capture

FMG can add new sales leads to your sales pipeline.  Our sales agents can make contact with key decision makers within your target market, validate their contact details, as well as gain insights into their current business landscape.

Lead qualification

FMG can help to classify leads by the degree of willingness and readiness to buy.  Our sales agents can qualify leads from your database or add new qualified sales lead to your existing database.

Generating interest

FMG can generate interest and distribute content. Our sales agents can introduce a new product or service to an existing database or increase awareness of a solution within a new target group of companies. Email opt-in can be sought and content distributed.

Lead nurturing

FMG can develop relationships with your buyers at every stage of the sales funnel. Our sales agents listen to the prospects needs, providing the information and answers they require to move them through the sales funnel.

How successful is phone based Lead Generation?

At FMG our phone based lead generation campaigns generate exceptional sales and marketing ROI. Our clients reported closing $18.51 in new sales for every $1 spent with FMG during 2017.

Phone based lead generation gives you a chance to build rapport with prospects who have not yet reached out. It allows you to speak to them before they do their online research and before they have considered alternatives. You will bring them into your sales funnel, building a sustainable, long term pipeline of opportunities.

And if you do this consistently, one person making lead generation calls each day, will present your business to over 10,000 new prospects each year.

And our results speak for themselves – for the last 7 years we have run our annual telemarketing survey, asking our clients about their experience with FMG and what results they have seen. Over the last 7 years, our clients have reported closed sales at the point of each survey totalling over $65 million.

FMG specialises in B2B lead generation services. We are proud to assist some of Australia’s best known brands with their lead management strategies. We know what works best for different industries and products, so we can design the best campaign for your business. It’s our flexibility in finding the right approach that makes us one of the top B2B lead generation companies in Australia.

What kind of Leads will I get?

The type of sales leads you will get will depend on the type of campaign and what outcomes you are looking for. The majority of campaigns Forrest Marketing Group run focus on the following

Appointment setting

Allows us to contact your prospects, pitch your business and book meetings for your sales team. Appointment setting campaigns save your sales team valuable time. This is because WE identify the prospects that meet your qualification criteria. This gets your sales team in front of more qualified sales opportunities, focusing on closing sales.

Lead generation

Builds brand awareness by presenting your brand to hundreds of key decision makers every week. As a result this brings new prospects into your sales funnel. Our lead generation services find new sales leads for your sales and marketing teams to nurture and convert into customers when they are ready to buy.

Telesales

Allows us to sell your product or service directly over the phone. Outsourcing your telesales function to us saves you time, money and stress. Our expert agents can act as your outsourced sales team or expand your sales department to handle times of high demand.

Lead nurturing

Ensures leads progress through the sales funnel by engaging leads at different stages. Here we provide relevant information and strengthening relationships with buyers at each stage of the buyer’s journey. Our expert sales agents can nurture your leads to maximise your sales conversion.

What is Cold Calling?

Cold calling is making unsolicited visits or telephone call to someone, in an attempt to sell goods or services.

When done well cold calling is powerful and effective and the results are immediate. In business, decision-makers are often flooded with impersonal marketing messages. Therefore a personalised phone call is often the best way to secure an instant response and ensure your message is heard.

In our opinion cold calling is still a vital component of selling, marketing and supporting the business bottom line. We believe it will continue to be so in the foreseeable future.

Read more about our thoughts on cold calling and how to do it well.

Don’t people hate Cold Callers?

It’s true that telemarketing cold calls received at home can be unwelcome. These B2C (Business to Consumer) telemarketing calls are usually selling consumer products such as life insurance or solar panels to people in their homes. And these calls most often take place at inconvenient times.

B2B (Business to Business) telemarketing calls are different. At FMG we primarily conduct B2B telemarketing calls. For these calls we are contacting key decision makers at work not at home. We act as an invisible extension of your business. And the business prospects we talk to don’t realise they are speaking to call centre agents. As far as the prospect knows, they are talking to a sales person from your business. Someone who is calling to introduce a solution to a problem they may be experiencing.

B2B cold calls are usually well received because we are calling a targeted list of decision makers who are likely to benefit from the solution we are calling to discuss with them.

What is Data Cleansing?

Data Cleansing is the process of amending or removing data in a database that is incorrect, incomplete, improperly formatted, or duplicated.

An accurate database is an essential asset for every business. Companies know that without accurate, high-quality data. They will waste a significant amount of time and money trying to reach prospects and clients.

On average, employees change jobs every 2-3 years. This  means up to 50% of your database could be inaccurate within 12 months. Regular database cleansing will ensure your sales and marketing campaigns successfully reach your prospects. Therefore giving you the best chance of converting them into clients.

Telemarketing is a highly effective database cleansing strategy. Through telemarketing you can build, update, refine and grow your database.

FMG’s team of telemarketers can contact records, confirm details, capture additional data, as well as understand prospects’ needs and identify sales opportunities.

How does FMG cleanse my data?

Telemarketing is a highly effective database cleansing strategy. Regularly cleansing data can build, update, refine and grow your database.

FMG’s team of telemarketers can assist with cleansing data through contacting records and confirming details. Furthermore they can capture new or additional data, gain an understanding of the prospects’ needs and identify sales opportunities.

Let FMG’s team of call centre agents call through your database. We will update company and contact details, re-qualify prospects and reactivate dormant accounts. Through doing this we turn your database into a valuable sales and marketing tool.

Database Cleansing can be a stand-alone project or form part of a lead generation or appointment setting campaign.

What will I get from a Data Cleansing campaign?

What you get from a data cleansing campaign will depend on the purpose of your campaign and the outcomes you were after. For campaigns where the objective is purely data cleansing of an existing database. Then the outcome will be an updated database which can be uploaded back into your CRM. Depending on your database this could include updated contact names, phone numbers, email addresses as well as their current purchasing situation, and what the next step is.

However many clients combine a database cleansing campaign with lead generation or appointment setting. Depending on the approach taken for these campaigns they will not only get an up-to-date database, but outcomes could also include:

  • Face to face appointments
  • Telephone appointments
  • Live transfers of calls back to the client for those contacts with an immediate need
  • Call backs to be provided back to the clients sales team
  • Emails sent with more information
  • Gathering emails addresses for future correspondence

Can you provide me with a list of contacts to call?

The short answer is yes we can arrange a list to use for your campaign.

Many clients bring their own database with them. We can work off a database you already have – current clients, dormant accounts, or people who have enquired with your in the past but never purchased.

Otherwise we can source a list for you. Alternatively our in-house researcher and your account manager can work with you to build a database of the most relevant organisations and decision makers to call.

Our account managers will work with you to decide the best approach for your campaign to get the outcome you are after.

How can I integrate Telemarketing into our Sales and Marketing campaigns?

We strongly believe the most effective sales and marketing campaigns should take a multi-pronged approach.

It’s important to have a great website, use SEO and Google Ads. Additionally email campaigns should be used to nurture prospects as well as using social media platforms to get your message in front of your target audience.

Online and digital marketing most definitely have their place. These often gives a generous return on investment. It’s an important part of the marketing mix. However so too is having conversations over the phone.

Relying only on online and digital marketing means you are missing a HUGE opportunity

There are customers out there who need what you’re selling but can’t find you. Some are not even looking for you online yet. They may be simply living with a problem that you can solve, but they don’t know you even exist. Perhaps they’ve given up and have resigned themselves to the idea that their problem is unsolvable. They may be so busy that they just haven’t had time to look for a solution.

They may not even be aware that there is a better way of doing something until you point it out for them.

For customers who aren’t even aware they have a problem yet, or that you have a solution to a problem they are living with. The only way to engage them is with a a genuine conversation. It’s not a sales pitch, but an open and frank discussion about their pain points.

Integrating telemarketing using FMG into your overall sales and marketing campaign means our highly skilled and trained call centre agents use every conversation to promote your brand and uncover new sales opportunities. This all helps you achieve your sales and marketing targets.

FMG operates as an invisible extension of your sales and marketing teams, creating positive customer experiences and generating sales revenue. Our personalised conversations allow us to understand your customers’ needs and provide customised solutions.

Our call centre agents have helped hundreds of businesses achieve their sales targets and support their marketing initiatives. Every year we make thousands of calls that result in millions of dollars of new business for our clients.

How can I view my results? What reporting do you provide?

Choosing FMG as your telemarketing partner ensures you receive transparent, dynamic reporting. This is because FMG provides all clients with access to our Online Client Portal. The client portal is directly linked to our custom-built Contact Centre Software used to manage each of our campaigns. With our Client Portal you and your team will always have access to your live campaign results, any time of day, on any device.

With our transparent live results available you never have to wait for reports to be sent through. Rather you have ability at any time to see exactly how your campaign is performing.

Logging into the client portal provides

  • Complete campaign reporting. Including live call statistics for the current day.These are updated every 5 minutes for the duration of your campiagn.
  • A summary list of all campaign leads, appointments and opportunities. Therefore providing you with a quick snapshot of your campaign results.
  • The ability to review your booking forms. Here you will see all the appointment details. Importantly this includes all the additional information gathered gathered by your call centre agent during their conversations.
  • A direct way for you to provide feedback to us about each of the leads we provide you. Direct feedback is crucial to the success of each campaign.
  • Finally it provides the ability to export all the information we have collected to import back into your systems. In addition to the database we provide you at the completion of you campaign, you are able to export details at any stage during you campaign.

Have a look at our Client Portal Demonstration video to see more

 

How long before we can expect to see results?

Successful telemarketing and lead generation campaigns rely on a consistent, ongoing program run over several months. However, the initial step is to demonstrate over a shorter period that telemarketing and lead generation will deliver the results our clients are looking for. Our aim is to build a long-term relationship with our clients. We do this through demonstrating the effectiveness of this strategy. We know that if it extends into an ongoing program that it will provides a strong return on investment.

Consistent long term outbound marketing strategies are the ones that pay off

For any campaign, prospects will be at varying stages of the buying cycle. Some will be ready to buy now, others not even aware they have a problem you can solve. Our advice is to go into any outbound sales and marketing activity with the expectation that it will be for the long term. You can only truly measure its effectiveness after 12 months.

That said, clients WILL start to see results from the first week. Appointments will start to be booked in – in many cases the very first shift. Many of our clients see fantastic results over a very short period.

Sales cycles vary dramatically and so the answer to this question will also be dictated by the usual length of the sales cycle.

It also needs to consider that yes a lead generation program will approach those prospects who are looking for your product or service already. However most prospects will not be at this point yet. Many will have not yet identified that they have a problem. They are just experiencing frustrations. Those who do realise they have a problem are unlikely to have done anything yet. They have not started to identify who can help them solve their problem. In other words, they are often at a very early stage in the buying cycle. The good news is if you identify these people early on, they have not yet approached your competitors either.

Working with an experienced lead generation partner can ensure warm leads are quickly separated from those that are not interested. These leads will be quickly passed back to your sales team. They should also nurture and develop relationships with prospects over time. Only passing leads over to you when they are ready for a more detailed sales conversation.

What sort of investment is required?

Every campaign is different. From the product or service on offer. Through to who the decision maker is. And how easy they are to reach. Therefore, costs for campaigns will vary.

We generally start with a pilot campaign. These run for between three and six months. The aim of starting with a pilot campaign is to demonstrate over a period of time that our lead generation strategy delivers the results you are looking for. Our aim is always to build a long-term relationship with our clients. The only way to do this is by demonstrating the effectiveness of this strategy. We know if  it extends into an ongoing program it will provide a strong return on investment.

Once we understand your campaign and take a brief from you. We can give you an indicative cost for different levels of campaigns, allowing you the flexibility to choose what you think will work best. Of course we will provide guidance but the final decision is yours.

That being said, our long-term clients have seen fantastic results from our telemarketing and lead generation campaigns. Each year we survey our clients to assess the effectiveness of our telemarketing campaigns – in the 2016 survey our clients expected that for every $1 spent with us they would receive $18.22 in revenue.

Am I locked into a long-term commitment?

In short, the answer is no.

We understand that our clients may have concerns about committing to a new sales and marketing strategy. Without knowing the exact outcomes expected. So to give them confidence to partner with us, we offer our clients the following:

If after 20 hours, we have not produced a minimum of three qualified leads, our clients can cancel the program at that time. We will refund the unused hours. At any stage after this and for any reason, clients can stop their campaign with two weeks’ notice and without any financial penalty at all and we always refund any unused hours.

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Download Our Lead Generation Timeline

When considering outsourcing lead generation many are unsure what to expect, and how long it will take to generate results. So we have put together our lead generation timeline - showing what to expect month by month from your lead generation campaign when working with FMG.

Partner with Australia's best Contact Centre

We know every business requires a different approach. Our client partnerships give us insights to tailor winning strategies that deliver results.

Don’t just take our word for it – hear the success stories from others who have chosen to partner with Forrest Marketing Group to service their customers and win more business.

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EL Blue


"The results that FMG get are easily the best that we have ever seen."

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Grays Online


"Partnering with FMG meant we could really drive our business as we had the right people doing the right things."

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Jayex Healthcare


"We needed to work with someone our prospects were going to trust right from when they take the first phone call."

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GPSM


"With Forrest Marketing Group you get a professional product and you get it all the time."

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Genesis Instore Marketing


"It's reassuring for me to know if I am busy, there is someone else working on keeping our sales pipeline full."

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