Telemarketing

Tender description

Business Wales provides a first class business support service to small and medium sized enterprises (SMEs) in Wales on behalf of the Welsh Government, and is funded by the European Regional Development Fund. The service is delivered by Growth Partnership Wales, a partnership of Business in Focus, Antur Teifi and Serco Regional Service Ltd. Delivered by Serco Regional Services Ltd the Superfast Business Wales is a service element of Business Wales, which started in January 2016. It supports eligible businesses across Wales to understand, adopt and exploit the benefits of Superfast Broadband. This procurement process is seeking to establish a contract with an organisation to provide comprehensive telemarketing services to support delivery of the Superfast Business Wales contract across Wales. It is essential that any applicant is able to provide Welsh speaking call handlers in order to respond to the language preferences of our customers. Requirement 1: Awareness Raising The Superfast Business Wales service is part of Business Wales and helps businesses in Wales to understand, adopt and exploit new technologies which are enabled by the roll out of superfast broadband across the country. In order to raise awareness of the benefits of faster broadband speeds to businesses we are seeking an experienced telemarketing provider to deliver up to 12 calling days per month. Requirement 2: Lead Generation In order to maximise return on investment for this activity we will need the calls to identify businesses that are eligible for the business support element of the service and make bookings for events and potentially one to one advice slots with our team of business advisers. The programme is funded through the European Regional Development Fund and, as such, strict eligibility criteria applies which the telemarketer must understand and be able to apply so as to ensure our outputs are met and client expectation is managed. Requirement 3: Data Cleanse and Marketing Sign-Up Data will be supplied to the successful organisation by Serco Regional Services Ltd for the purposes of this activity. This data will have been purchased and will therefore have varying degrees of accuracy. A key part of the exercise is to cleanse our data as part of the campaign call so that we are able to upload only clean data into our client tracker system. It may be expected for the successful organisation to input this cleansed data directly into our system. We also want to be able to continue to communicate with these engaged businesses via email or other marketing channels and we will require the successful organisation to ask for an email opt in. Organisations able to provide cleansed SME databases with good coverage across Wales as a part of their offer would be at an advantage for this activity. Deliverer Profile The winning bidding organisation will need to demonstrate: - A clear methodology for delivering a high proportion of positive results from the data rather than large number of calls - Welsh speaking telemarketers - Intuitive way of engaging decision makers and structures for calls to engage the decision maker in a confident and professional manner - The necessary understanding of the service and staff training to deliver high quality calls, which explore fully the client’s needs and overcome objections - Ability to raise the profile of the service with target businesses when engaging them on calls - Strong record in engagement of businesses with the services of business support or other professional services via telemarketing - Good evidence of staff development and training - Evidence of quality assurance processes to ensure that information is conveyed accurately as well as results achieved - Systems and processes for managing and securing data - Management reporting and escalation procedures to deal with any under performance The successful deliverer will be required to provide the following services: Calls to key decision