Your Opinion

[RobOxeva]

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Hi guys,

I've been pondering a recognised trend and am interested to hear if anyone has any similar or indeed conflicting views.

As most of you know, we manage 7 UK based call centres, two are a lot larger than the other 5. I've noticed that the larger the call centre, the more and more restrictive they are tending to become in the criteria which they are willing to supply to. So to deliver 150 IVA's/300 DM's in a day isn't a problem, however, they cannot be outside of the typical criteria. This isn't because of staff ability I feel, but more because of the trouble that complex criteria can cause upon any need to re0supply (reviewing call recordings etc). Client are seemingly being pushed towards larger bulk, or smaller and sometimes less predictable centres.

The medium sized centres seem to be up against a bit of a struggle, as they have lots of new campaigns, yet are never truly free to generate bulk hot key transfers.

I know at OXEVA we've been after recruiting a 40-50 man centre of late to help us satisfy some of our order backlog, but it's becoming very difficult to find a centre that is trustworthy, consistent and technically capable to hand both Hot Key transfer and call recording.

If anyone has any views on this, I'd be interested to hear them...

Also, if anybody has a call centre recommendation, then I'd appreciate an email (rob.johnson@oxeva.co.uk). I'd prefer recommendations as opposed to 'pitches' from centres direct. Must of course be in the UK.

Enjoy your Thursday

Rob @ OXEVA



IVA | DM | LOAN | REMO - HOTKEYS

[Michael_Anthony]

My opinion is that this belongs in a call centre forum.

[RobOxeva]

Oh yes, silly me.

Theres always the forum idiot who scans posts and seems to post junk 'as not to miss out on the chance of posting his autosignature'

It makes little difference what the topic of a forum is, you add nothing of use either way.

If there was a 'broker' forum, you'd be in that. However, I am discussing a FINANCE issue, in the FINANCE forum.

If your not happy with that... then in truth, it makes me smile a little more.

Rob

[peracto]

I think I have the solution. Lets ask the "ones who don't speak" to setup a "Michael Anthony" Vertical Forum. At least he'll stop destroying valid posts like this one and it may even confine his verbal diarrhoea.

[abc]

My opinion is that this belongs in a call centre forum.

To be fair i do agree with michael that affilliate marketing is not telesales..

although i have only just become an active member of this forum i was a watcher for a while and it used to have affiliate marketing activities..

now i know finance is not the best game to be in at the moment but alot of the people i knew from 6 months ago on the forum aint coming here any more cos data sellers, call centres, INDIA etc.

at the end ofthe day their are lots of financial products out thier that used to be placed on here so we all knew about them now they dont post cos instead of a affiliate ringing them to divert traffic/leads to them they have a call centre ringing them..

i would rather talk about a new insurance product or a credit card or anything else that i can promote and make money at.. that why is my all centre not doing that well..

Sorry to be a pain but thats why Michael jumps on the threads cos its 6 months of losing good honest buyers cos all everyone wants to sell them is "HOT DATA" and 100% Replacements, instead of the internet genrated lead.


Rick

[RobOxeva]

I agree Rick,

But it's part of the evolution of lead generation.

We supply

web-gen leads
human verified leads then emailed over with call back times
& hot keys

and as an example of scale, theres been only one campaign this year that has been email lead specific - the conversion rates of web-gens is simply not good enough anymore it seems and compares so poorly in terms of ROI.

With all the stolen data, bogus & duplicate apps etc, why would a receiving call centre want to invest headcount in verifying high numbers of low quality leads when they can receive a smaller number and convert on a much higher scale. The cost to extract the useless leads is huge and time consuming for the end clients.

One of our clients ran an acquisition test for web gen vs hot key's and found on average, that by the time they contacted the 'applicant' (via web gen) that they had been appraoched by at least three other suppliers in the same day.

People who apply on the web, can apply to multiple places within a few clicks. It's a simple fact and the 'brokers' can't stop their leads from going elsewhere. However, with a hot key, the consumer is on the phone, right now, and wants to discuss an IVA etc etc.

We operate a network of just 38 resellers and are in a position to view the trends and I can honestly say they there is an entire shift towards hot keys (the growth of some of the UK centres that respond to marketing campaigns is sensational) and thats why the demand for hot keys are simply oversubscribed.

Aside from this 'grown up discussion' - the reply I received to my original post - which was unwelcome, unhelpful and frankly rude - it just adds further reason as to why companies would sooner deal with real people, in live real time, then some of the more faceless web gen companies - in my view.

Rob@Oxeva

[helpinhand]

well , well, well, i have finally discovered why all the big daddy lead genrators are getting so anxious and funny towards the data sellers, hotkey, call generators.

its cus there totally out numbered there more of us on here now than them!!!!!!!

[abc]

I agree Rick,

But it's part of the evolution of lead generation.

We supply

web-gen leads
human verified leads then emailed over with call back times
& hot keys

and as an example of scale, theres been only one campaign this year that has been email lead specific - the conversion rates of web-gens is simply not good enough anymore it seems and compares so poorly in terms of ROI.

With all the stolen data, bogus & duplicate apps etc, why would a receiving call centre want to invest headcount in verifying high numbers of low quality leads when they can receive a smaller number and convert on a much higher scale. The cost to extract the useless leads is huge and time consuming for the end clients.

One of our clients ran an acquisition test for web gen vs hot key's and found on average, that by the time they contacted the 'applicant' (via web gen) that they had been appraoched by at least three other suppliers in the same day.

People who apply on the web, can apply to multiple places within a few clicks. It's a simple fact and the 'brokers' can't stop their leads from going elsewhere. However, with a hot key, the consumer is on the phone, right now, and wants to discuss an IVA etc etc.

We operate a network of just 38 resellers and are in a position to view the trends and I can honestly say they there is an entire shift towards hot keys (the growth of some of the UK centres that respond to marketing campaigns is sensational) and thats why the demand for hot keys are simply oversubscribed.

Aside from this 'grown up discussion' - the reply I received to my original post - which was unwelcome, unhelpful and frankly rude - it just adds further reason as to why companies would sooner deal with real people, in live real time, then some of the more faceless web gen companies - in my view.

Rob@Oxeva

Dont disagree with any of that..

We have started to do both generating via Internet and hot keying the same lead accross as we can demand a higher payout on these and like u say cos of contacts of the internet e-mail leads are not the best..

Rick

[RobOxeva]

well , well, well, i have finally discovered why all the big daddy lead genrators are getting so anxious and funny towards the data sellers, hotkey, call generators.

its cus there totally out numbered there more of us on here now than them!!!!!!!

Hi H-in-H,

I think the biggest threat will always be the quality of leads that come through hot key rather than the number of sellers. From a forum perspective, If you look through the last two pages of posts, theres very few people contributing to the discussions other than data/web generated leads/hot keys.

I always find it amazing when companies that take auto-generated leads and sell them to end clients don't consider themselves anything other than data brokers.

Anyone fancy a pint?

Rob@OXEVA

[ndubber]

why is so difficult to get an answer to a question these days?

If your interested express that interest and ask the relevant questions or provide the relevant information.

If not then dont.

i dont appreciate having to scroll down through pages of comments when alls i am trying to find is sensible responses to a sensible post!

These people claim to be busy!