Call centres

**Mike_M** · 03-07-08

I know that several merchants use this forum, and I wanted their opinions on call centre leads.

Have you ever used call centres (indian or uk) to generate hot key leads for you, and if so how do they compare to online affiliate leads?

My personal experience is that call centre leads can be fresher, more of them, and cheaper, but the quality of the leads is generally poor. Maybe this is due to the original data they are based on (surveys/cold calling etc)?

The reason I ask is because this forum has seen a massive increase of 'have call centre leads for sale' posts in the last few months.

**Peter1_G** · 03-07-08

Originally Posted by Mike_M

I know that several merchants use this forum, and I wanted their opinions on call centre leads.

Have you ever used call centres (indian or uk) to generate hot key leads for you, and if so how do they compare to online affiliate leads?

My personal experience is that call centre leads can be fresher, more of them, and cheaper, but the quality of the leads is generally poor. Maybe this is due to the original data they are based on (surveys/cold calling etc)?

The reason I ask is because this forum has seen a massive increase of 'have call centre leads for sale' posts in the last few months.

Hi Mike,

I am not going to directly answer your question, as call centre generated leads can be for many products not just finance and therefore good for many types of lead generation.

From my own experience the leads are generated as part of a basket of offers products by dictating criteria based on your own customer profile. This is what the call centre is selling to the merchant therefore creating a prospect and the ability to sell to that prospect (a Lead)

Then you have to tell yourself, is the customer interested or have they been directed or sold your product idea by the telesales guy which creates the lead? If that is the case then an internet generated lead is the customer making the buying decision and completing the form and pressing submit! not the telesales guy in the call centre!

Which do you think is best ?

Regards
Peter

regards
Peter

**Michael_Anthony** · 03-07-08

We've had dire experience with offshore call centre leads, usually from an affiliate who shows us a website to gain entry into our system and then scams us by delivering call centre rubbish.

They are always easy to spot, as invariably we are contacted by the merchant within a few hours asking why the lead quality from the affiliate concerned is so awful. In every case, we kick them out and reject all the leads.

**Shak** · 03-07-08

Call Centre leads are mostly "pile em high, and sell em cheap" type leads which convert very very badly, so keep well away

That being said, there are a few good nuggets out there, eg: Hot Key transfer leads from an Insurance company who can not cover said individual and then pass the lead on to a specialist.

**abc** · 03-07-08

IMO the future is internet generated leads called and hot keyed..

Rick

**Mike_M** · 04-07-08

Originally Posted by abc

IMO the future is internet generated leads called and hot keyed..

Rick

Surely this is just an unnecessary step?

Currently it's internet generated leads called by the merchant.

What's the point of internet generated leads called by the affiliate and then transferred to the merchant?

I don't think many affiliates would have the time or inclination to act as the merchant's secretary.

**LoanMachine** · 04-07-08

I agree with Rick here.

Internet generated leads are great but if you cannot get hold of the customer then it doesn't matter how good the leads are.

A few months back I was approached by 2 large lead generation websites and they saw the future as hot-keying their leads to brokers. Large brokers (or anyone really) don't want to spend time dialing continuously - they need to sell deals - underwrite deals - pay them out. Otherwise they are a very expensive outbound call centre.

Chris

**Leadlogix2** · 04-07-08

Good from the right call centres, absolute crap from the cowboys, which there are plenty of.

We have worked in call centre generation for the last 4 to 5 years and we generate leads in different ways, SMS, Email, VB.

People who tend to slag off call centre leads sell internet and vice versa, I think all leads have a use as long as they haven't been sold round the hosues as tends to happen in the Indian call centres (not all) and faie few UK companies, that also happens with internet leads, all leads!

I am happy to chat about what we do and what we have found to be a waste of time.

01256693086

Regards,

Kris
LeadLogix Ltd

**abc** · 04-07-08

Originally Posted by Mike_M

Surely this is just an unnecessary step?

Currently it's internet generated leads called by the merchant.

What's the point of internet generated leads called by the affiliate and then transferred to the merchant?

I don't think many affiliates would have the time or inclination to act as the merchant's secretary.

In AMS case and 123 DS etc etc.. your affiliate would get the same money but you can charge alot more by adding a AMS call centre to get hold of these leads you generate and send them via the telephone direct to client.. u could get another £50 on top of what your charging at the moment per lead.. because of the product you would offer would add more value..

The best data we can find is internet generated.. but internet generated leads are just data unill its called by either a call centre or the merchant at which time it becomes a lead..

This is why merchants buy internet generated leads because its there best data source they can find..

now if u turn that data source to a customer on the telephone for the merchant to talk to straight away.. you have yourself a very marketabe product (very expensive) but overall a better converting lead..

Rick

**Michael_Anthony** · 04-07-08

Interesting thread, which makes a very pleasant change

My understanding is that 123ds do exactly that, calling all the leads themselves and then selling on "done deals". From what I've heard, these deals work out very well for the merchants, but their affiliates complain about high rejection rates.

We have considered taking this approach, but have decided against it for several reasons:-

1) Regulations - we are not qualified to offer financial advice on the phone (not sure how 123ds cover this?).
2) Overhead - staff and equipment would be needed. In a downturn, these overheads would not reduce.
3) Time - this is the real clincher - it would involve effort on our part!

On balance, it is my view that the increased margins available from such an approach would be more than negated by the associated increased costs. Add to this the additional time required to manage it and it becomes a very unattractive proposition.

And please, before all the call centre people flood me with offers of help, let me make one thing clear - we are NOT going to do this ever.

**abc** · 04-07-08

Originally Posted by Michael_Anthony

Interesting thread, which makes a very pleasant change

My understanding is that 123ds do exactly that, calling all the leads themselves and then selling on "done deals". From what I've heard, these deals work out very well for the merchants, but their affiliates complain about high rejection rates.

We have considered taking this approach, but have decided against it for several reasons:-

1) Regulations - we are not qualified to offer financial advice on the phone (not sure how 123ds cover this?).
2) Overhead - staff and equipment would be needed. In a downturn, these overheads would not reduce.
3) Time - this is the real clincher - it would involve effort on our part!

On balance, it is my view that the increased margins available from such an approach would be more than negated by the associated increased costs. Add to this the additional time required to manage it and it becomes a very unattractive proposition.

And please, before all the call centre people flood me with offers of help, let me make one thing clear - we are NOT going to do this ever.

Do 123 Work on Conversions then????

Regulation there is not much to this. because your not offering advice your just confirming information and sending it through to the merchant who will give them all the "Facts and Figures"..

Overheads yep staff wages phone bills but we cover them with increased prices

Time consuming yep, stress yep, effort yep, these are the big things.. its all additional "hastle" when u could have a easy life on the beach chilling ay Michael..

Rick

**Michael_Anthony** · 04-07-08

"its all additional "hastle" when u could have a easy life on the beach chilling ay Michael.."

Precisely

**anshul123** · 05-07-08

Originally Posted by Michael_Anthony

"its all additional "hastle" when u could have a easy life on the beach chilling ay Michael.."

Precisely

I agree on your rough experience with call centers but what about those who can work on conversions basis... would you take them up?

**wahideas** · 10-08-08

Let's put this into perspective. From two authoritative sources, I have been told that call centre leads have a completion rate of approximately 0.5%. Fresh internet generated leads have a completion rate of approx 4%.

From a brokerage point of view...where they have to pay employees to call these prospects, why would you want to waste your time calling 8 times the number of prospects to realise a completion (via call centre leads), than via internet generated leads?

Internet generated leads are PROVEN to be of higher quality. To brokerages, call centre leads are a HUGE waste of the case manager's time....Especially in today's tough market...