Discuss about the Impact of Telemarketing on Forrest Marketing Group.
The telemarketing is increasing rapidly in most of the multinational companies in various countries. The telemarketing is increasing with the aim towards the need of the updated information of the market and also to reduce the attrition rate of the employee as well. Telemarketing gain positive impact as it can be either operated live or can also be operated as recorded message. The recorded message thus helps the company to reduce the cost of the employees (Sinha & Yacob, 2012). However, the recorded message is termed as impersonal which sometimes may affect the service of the company and thus add negative feedback to the customers as a whole. The Forest Marketing Group provides led the generation to the telemarketing in Australia, and also provides telemarketing and appointment setting, customer service, call center to all companies around the country.
Background of the study:
Forrest Marketing Group was established in the year 2006 and is well known for its excellence in the field of lead generation and appointment setting. It also provides services towards the large range of business and thus helps in the profitability of the company as a whole. It is the sales team that provides high quality services to the customers through various telecommunicating companies in Australia (Michela, 2012). The company is situated in the New South Wales of Australia and is best known for its services towards the clients and the customers as well. The company mainly deals with the telemarketing business and thus helps the customers around Australia with various modes of telecommunications and services.
Research Aims and Objectives:
The aim of the project is to analyze and investigate the issues while conducting the impact of the telemarketing by Forrest Marketing Group. The objectives are as follows:
Research Questions:
Problem Statement:
The telemarketing is considered to be effective marketing tool for the business. Telemarketing helps the business to easily advertise the products and thus helps in gaining more loyal customers towards the organization as well. The various marketing strategy helps the business to expand the market and also helps in satisfying the need of the customers as well. The telemarketing department thus helps the customers as well as the clients towards providing the high quality of products which help in increasing the growth rate of the business in the market. The project proposal states that the Forrest Marketing Group conducts an impact of telemarketing towards the customers and also helps in increasing the rate of profitability of the business (Latimer, 2012). On the downside, a company also faces certain issues towards implementing telemarketing and thus faces certain problems regarding people reviews towards the service. The reviews of the people also state that the services are facing spam and unsolicited communications towards the customers. Thus, the complaint stands as a barrier to the success of telemarketing industry in the market.
Rationale of the study:
The company faces spam as a barrier in the market which affects the profitability of the company. The rapid increases in the industry it affects the quality of the service which further dissatisfy the customers towards the organizational service (Yee & Eze, 2012).
Hypothesis 1:
Hypothesis 2:
Hypothesis 3:
Structure of the study:
The project paper will contain the chapters that are discussed below:
1. Introduction – This will contain the introduction of the topic and the aim and objectives of the research paper. The problem statement and research questions are also discussed.
2. Literature review – This will contain the description of the topic and the conceptual framework of the various theories and strategies applied for the topic.
3. Research Methodology – This contains the data collection process and the sampling of the research paper. It will also contain the ethical consideration and limitation of the structure as well. This paper will also conclude the whole research study.
Introduction:
The telemarketing also helps the company to increase the profit sales of the business and thus to provide quality production towards the customers service as a whole. The research analysis with the help of various scholars and articles and journals vividly describe the impact of telemarketing in Forrest Marketing Group. The sections describe the various factors that help led impact towards the organizational performance. It also states that the negative impact of spam affects the quality and brand value of the organization. The various strategies are also described towards the impact of the telecommunication industry towards the customers and clients (Moro et al., 2012).
Conceptual Framework:
Fig. 1 Conceptual Framework
(Source: Created by Author)
Factors affecting the telemarketing industry:
Telemarketing industry has emerged since 2000 when the phones and the internet start expanding its market (Brown et al., 2012). The telemarketing industry thus gets affected through various factors which further affect the organizational performance as well. The factors thus include both the positive and negative impact towards the organizational performance:
Positive impact:
Personal interaction – Provides more personal and interactive sales service towards the consumers.
Leads and Appointments – The industry generates leads and appointment which help in satisfying customer more towards the organizational products (Kumar & Reinartz, 2012).
Effective Sales Strategy – The industry thus implements the effective sales strategy that helps both the new and existing customers with high quality of service. It also helps to increase the sales territory as a whole.
Solutions – The telemarketing industry helps the company to gain customer satisfaction through providing the effective solution to the technical issues faced by the customers (De Oliveira et al., 2012). This led the company to gain positive impact of service towards the customers and helps the company in increasing the profit margin of the company in the competitive market.
Negative Impact:
Expensive – The customer data can prove to be expensive for Forrest Marketing Group incurs cost effectiveness in the profit rate of the company (Hsieh et al., 2012). The expense thus may affect the profit rate of the company which may also affect the satisfaction level of the employees within the workplace and thus lowers the growth rate of the company as a whole.
Resented – Telemarketing face challenges regarding evening calls which may sometimes prove to be disturbing for the tired customers after returning to home. The appointments are made fixed but mostly the calls are taken at evening which might affect the mood of the customers, and thus, the company may suffer from the negative impact as well.
Dissatisfaction – The spam dissatisfies the customers towards the service of the industry (Jain, 2012). The cost and time consumption also affects the employee within the organization and thus led to negative impact towards the organization.
Competitors – The outside service stands as a competitor for the company which led the organization to lose control over the sales process as the sales team is not assigned as the employee of the organization (Wolfenden et al., 2012). This also led the company to face challenges regarding brand reputation in the market.
Thus, the various factors lead an impact towards the Forrest Marketing Group and further affect the organizational performance as well. The industry thus needs to undergo various challenges which affect the customer satisfaction as well. The satisfaction of the customer plays a vital role in increasing the growth rate of the company in the competitive scenario.
Impacts of spam and unsolicited communications on telemarketing:
Spam is referring to as unwanted emails or text messages over the phones or device that irritates the customers. This led to a negative impact of the industry towards the customers in the market. The unwanted messages also led the company to suffer a negative feeling which affects the productivity rate as well. The employee within the Forrest Marketing Group also gets dissatisfies and thus led the business to suffer an increase in the attrition rate of the employee within the workplace (Aliata et al., 2012). The unsolicited communications are also referred as recorded messages which fail to satisfy the query of the customers at times which affect the feeling of the customers and thus negatively led impact towards the organizational performance. The unwanted messages disturb the customers which affect the efficiency of the employee within the organization. The employee also gets affected and thus it also lowers the motivation level of the employee as well.
The effective strategy implemented by the industry might help the company to avoid the dispute and helps in increasing the rate of consumer satisfaction as well. The identification and steps regarding the spam messages help the organization to retain the employees and also help in retaining existing loyal employees and also attracting new employees towards the organization (Arshad et al., 2012).
Affects of Telemarketing Strategies towards Organizational performance:
The telemarketing strategies thus help the organization in increasing the growth of the company (Nuseir, 2012). The telemarketing strategy also helps the company towards the improvement of the skills of the employee which further help in the customer satisfaction towards the organizational products as a whole. The various strategies that are implemented by the company include:
Telemarketing Agency – The telemarketing agency helps to generate the leads for the Forrest Marketing Group and also help in fixing the appointments for the employee (Fang et al., 2012). The telemarketing agency thus helps the company as a whole in increasing the growth rate of the company and also helps in improving the customer satisfaction more towards the organization as well. The telemarketing agency also helps the employee towards identifying the spam calls towards the customers and thus helps in improving the areas within the organizational structure (Bakker et al., 2012). The telemarketing agency also helps in the improvement of the quality of service of the company which adds value to the organization. The brand value of the organization also helps in increasing the rate of profitability of the company and also helps in gaining competitive advantage as well.
Forrest Marketing Group also implements effective marketing strategy live effective advertisement which helps to attract more customers towards the service and thus helps in organizational performance in the market (Shaik & Ritter, 2012). The marketing strategy also includes the updated services which help the customers to get latest updated service and thus help t pain customer satisfaction more towards the organization. This also helps the company to retain existing customers and also help to attract new customers. Thus, it helps in the improvement of the performance of the organization in the market (Wright, 2013).
Chapter Summary:
The paper thus concludes that the telemarketing industry gets affected and influenced by various factors that led the company to gain customers as well as also led the company to suffer a decrease in the satisfaction level of the customers. The paper also states that that the spam and the unwanted messages led the company to lowers the satisfaction level of customers and thus led negative impact towards the organizational service. The various strategies of the industry help the business to improve the rate of growth to the certain extent which further helps in the sustainability of the company in the market.
Introduction:
The research methodology is conducted by implementing the strategy which will help the researcher to carry out the research work. The research work thus includes the effective Qualitative and Quantitative date process which will help the research to collect the data and complete the research work (Neuman & Robson, 2012).
Data Collection Process:
The data collection method thus includes the Qualitative and Quantitative method that will help the researcher to carry out the process of data collection method (Krippendorff, 2012). The Quantitative method thus includes the questionnaire for the survey by the researcher. This is carried out by the employees within the workplace to gain response for improving the organizational performance.
The Quantitative Process helps the researcher to carry the interview process with the manager of the organization to analyze the areas and get the exact information from the managers regarding the company as well (Maxwell, 2012). The Quantitative process will help the researcher to identify the data and thus help in carrying the research process more effectively and efficiently.
Sampling Method:
The Sampling method of the research project will help the researcher to carry out the process with efficiency. The Sampling method thus comprises with two types namely Probability Method and Non- probability method (Miller et al., 2012). Thus, this method will help the researcher to carry out the research process with approximate data which further helps the company to forecast the position of the organization in the market.
The Probability method thus helps the researcher to choose the sample randomly which might give the researcher approx figure for the calculation. The probability thus gives the fair proposal for the researcher to carry out the process of research method (Pickard, 2012).
The non- probability method includes the researcher to select biased sample for carrying out the research process. Thus, it helps the researcher to calculate the exact figure which will help the company to predict the exact data for future use.
Sample Size:
The sample size helps the researcher to carry out the research process either by the Probability method or Non- probability method (Easterby-Smith et al., 2012). The sample size will include the Quantitative Method for carrying out the data process. The method thus includes 100 employees to carry out the questionnaire by the researcher. The employees thus need to respond to the questionnaire conducted by the researcher to provide with the exact data for carrying out the research process.
The Qualitative method thus includes three managers to conduct the research process by the researcher. The method thus includes the personal interview which needs to be carried out by the researcher towards managers of the organization to complete the research process.
Ethical Consideration:
The ethical consideration thus includes the researcher to take the consent of everyone to carry out the research process (Neuman & Robson, 2012). The ethical consideration also includes the researcher to give due respect to everyone for carrying out the process and also includes the researcher not to include any commercial site for carrying out the research process as well. As per the Data Protection Act 1998, the researcher also needs to abide the questionnaire and the interview session from any personal questions towards the employees and the managers of the organizations.
Limitations of the study:
The researcher needs to maintain certain limitations to carry out the research process. The research process thus gets the limit regarding finance and time. Due to time limitation the researcher need to provide sometime with improper data and also sometimes affect the quality of the research work (Krippendorff, 2012).
The limitations also faced by the researcher are the financial part. This refers to cost effectiveness and due to which the researcher might provide the research work with second rated software which incurs the lower cost. This might affect the research work, and thus, the data might suffer a low quality as a whole.
Conclusions:
Telemarketing refers to direct marketing where the sales executive promotes the products to the clients over the phones and also provides the service with fixing a subsequent meeting or web conference which is scheduled as per the requirements. It also helps the company to increase the annual growth of the business. Telemarketing with its increased rate of growth also helps the business to increase the revenue through providing the clients with lower operational costs which help in substantial savings and service functions as well. The telemarketing thus gets influenced by various factors which further affect the impact of the industry towards Forrest Marketing Group. The company also implemented various effective strategies that help in the development of the company in the market. The spam also helps the company to rectify and improve the software of the company which further helps in increasing the customer satisfaction and sustainability in the market.
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