Key to Telebusiness success: Keeping it all together

An effective telesales of telemarketing organization should start with a simple question: Where to put it? The physical location of a telebusiness department can be one of the most essential factors to its success. In this regard, telebusiness models fall into two broad categories: centralized and decentralized. These two fundamental models can be compared to answer an important question about how to build a telebusiness program that works.
What’s the difference?
If a telebusiness department is decentralized, its staff as spread among two or more offices.
Centralized telebusiness departments come in two flavors. They can operate at the corporate headquarters or might do business out of a single location that is separate from the corporate offices.
There are some reasons someone operates telebusinesss staff out of a single location:

1. Clear communications. Centralizing this telebusiness team enables him to better manage the entire staff and control the quality of telemarketing and telesales efforts. Another key point here is that telesales and telemarketing messaging is ever evolving. As products change, competitors appear and markets mature, the value proposition communicated by his telebusiness staff must be quickly pressed forward.

2. Better teamwork. The importance of morale cannot be overstated. A single, cohesive telebusiness team will encourage and motivate each other through long hours of hard work on the phones. Group exercises, such as role-playing, will improve the productivity of each telesales and telemarketing representative. A centralized telebusiness organization also enables him to make the most of his team. With a close eye on the skills of each member of the group, his managers can better judge when to promote an employee from in-bound calls to cold calling, or from qualifying leads to making sales.

3. Reduce costs. It can be more expensive to spread a telebusiness staff across multiple offices. Decentralized models can create higher systems of cost, the need for additional phone switches, greater time requirements for management and human resources, a larger yet less productive telebusiness staff-the llist goes on.

The Bottom Line: Centralize
In the last ten years, there are many changes in the way telebusiness programs are handled. Today, telebusiness models are a topic at board meetings, where executives discuss telesales and telemarketing strategies. The resources dedicated to telebusiness operations have grown dramatically-especially in technology firms, where rapid sales growth is paramount. As a result, much greater attention is paid to the structure and management of telesales and telemarketing programs.
The advantages of a centralized telebusiness department are: effective management, clear internal communication, high morale, and successful division of labor and low systems of cost.

COMPREHENSION EXERCISES
1. Is “clear communication” one of the advantages of a centralized business model?
2. What are the advantages of centralized telebusiness model? (at least three)
3. Is centralized model divided employees into two kinds of office?
4. How do we operate telebusinesss staff out of a single location?
5. What sort of model can create higher system of cost?
6. Does a centralized model spend much time in sales?
7. Why are telesales and telebusiness resources dedicated to technology firms?
8. According to the passage, is there a “low system cost” in a decentralized model?