Aksi Marsovich
Intergalactic expert
An example of organizing the work of freelance telemarketers in Bitrix24
At the end of 2017, one retail store faced the task of holding a promotion among customers who left their contact information after making a purchase. According to the technology for holding this promotion, it was necessary to call all customers and, using a specific script, encourage them to participate in the promotion.
Since the company is small and does not have separate active telegram number data specialists to organize customer calls, it was decided to find freelancers for this work - remote people for one-time work with piecework payment. The mandatory condition was:
Provide freelancers with communication (so that they don’t call from their cell phones) and take into account that they are located in different cities of Russia (Moscow, Krasnoyarsk, etc.)
Find a monitoring tool so that calls are recorded automatically or, ideally, all calls are constantly recorded without exception.
An accompanying wish was to obtain visual results of the telemarketers’ work on clients: how many clients-subscribers responded, how many agreed to take part in the promotion, etc.
Solution - Bitrix24
Not every service or CRM system can solve this set of tasks in a comprehensive manner - without involving any other third-party tools and services. That is why the choice was made in favor of Bitrix24 , the capabilities of which, when used skillfully, resolved the following issues:
Providing a freelancer with cloud communication. The freelancer only needed a headset connected to his PC (no software needed to be installed on the computer), or install the application on his smartphone and use it.
Possibility to restrict access to communication. In case of a break in relations with one of the freelancers, he can simply be fired from the company structure in Bitrix24, and he will not be able to enter his account on the portal, much less call from the portal at the company's expense.
Possibility to restrict access to contacts from the client base. Bitrix24 has the ability to very flexibly configure access rights. In this task, the settings were set so that each freelancer could see only their contacts (which were allocated to them) and there was no possibility to export them from the system.
Control over the work done (recording of all calls). The controlling person could see online how many calls the freelancer made, listen to all conversations with clients, make sure that the call script was followed, and that rudeness was not allowed during communication.
The ability to divide clients by their reaction during a telephone conversation. The Kanban mode in leads helped with this. And by assigning different statuses, you can divide all clients by response directions with one mouse movement (I couldn't get through, I'll come to a promotion, I won't come to a promotion, you dialed the wrong number, don't call me again, etc.). And at the same time, you can immediately see the client counter by status.
As a result, this organization of the work of telemarketers allowed them to clearly control the quality of the services they provided, obtain statistics and forecasts for clients, and subsequently evaluate the benefits of such a campaign.
The financial side of this case (calling 800 subscribers):
Bitrix24, “Project” tariff – free.
Telephony Bitrix24, balance replenishment — 2,000 rubles (1.75-2 rubles/minute as of November 2017)
Work of 5 telemarketers - 8,000 rubles (7-12 rubles/call)