Inbound Telemarketing - What Is It?

Many businesses around the UK will make use of telemarketing companies to handle their incoming calls, from retail companies, service companies, insurance or car dealership.

Think of any large company that you may use:

• Utilities
• Car Insurance
• Computer Supplier
• Retail Companies

All of these businesses will be using inbound telemarketing call centers to handle calls from their customers.  Any time you would call an 0800 number, or an 0845 number, chances are it would go to a call center that is handling the call on behalf of a client.

I used to work for a business in Leeds many years ago, and one of their contracts was from Celnet (now O2 the mobile phone handler); they were contracted with handling customer support calls, technical support and billing queries.  Cellnet did not handle the incoming calls themselves, they outsourced them to a telemarketing company to handle them for them.

Of course you will not know this when calling up, as the phone is answered in the clients name, the operater has access to all of your accounts and information as it you were talking direct.

Many government departments will outsource their calling work to specialist telemarketing companies due to having thousands of members of the public calling up to query tax codes, VAT etc.

It is far cheaper for companies (and they do tend to be the larger companies such as O2, Next Plc, HMRC and any larger company you could think of that you would need to call up for support, help or billing) to outsource inbound telemarketing to a telemarketing company rather than handle staffing, setup, training etc.