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What to Expect from a Telemarketing Service Print
Setting Correct Expectations about a Telemarketing Service is Key to Success

A key factor in building a successful and lasting relationship between a telemarketing service provider, like SIL, and its clients, in this case licensed insurance producers, is to set correct expectations up front.   When making the important decision on how to spend your marketing dollars, please view us as an alternative to making the "cold calls" yourself.   

What we do for the most part is reach out to a large number of seniors to offer them an opportunity to meet with a licensed professional who can educate them on the best benefit choice given their individual circumstances. Depending on the exact product you are marketing it could be a health, life or other lead.  

It 's a tough job and most of our many clients appreciate the hard work that goes into generating leads via telemarketing and are certainly happy to have found a way not to do it themselves.   They see a tremendous value in being able to get in front of a live prospect to make their case.   They don't expect to turn every opportunity into a sale, but they value the ability to spend their time selling and not prospecting.  

Still we get a fair share of new clients who expect that we will bear full responsibility for any lead that doesn't result in a sale, for every no-show or non-qualifier.   Therefore, we felt it was important to communicate our service commitment in a plain and honest way up front to avoid mutual frustrations in the future.  If the below is not sufficient from a guarantee perspective, perhaps you would be better off spending your hard-earned money elsewhere.  

If you think our offer is fair, then we are confident that you will be pleasantly surprised with the results you can get by using our lead generation system.


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Our Service Guarantee

Remember that we normally have no prior relationship with the seniors, cannot always validate someone's competence to make financial decisions, cannot guarantee that they will not stand you up, cannot guarantee that they possess qualifying benefits and cannot validate any statements made by them beyond what we hear from them over the phone.   Please keep in mind that we are not "magicians"  but rather honest service providers.    There will be occasional situations when a senior will not be mentally competent to make his own decision even though he/she told us otherwise.  There will be occasional "no shows".   There will be occasional non-qualifiers even though the senior told us that he/she possess all the right qualifications.

What we are committing to by accepting your order is that we will execute our telemarketing service to perfection and that we will ask all the right questions and record correct answers.   We maintain recordings of all conversations on file for an extended period of time so that we have a way to evaluate a client's request and protect the client in cases there is a pending complaint against them.

We put each recorded lead through a thorough Quality Assurance process and evaluate each recording along the 7 DO's and 8 DON'T's.  If a "bad" lead somehow makes it past our QA, we are always ready to replace it.  

Do's and Don't's of SIL Lead Generation

Each telemarker who works for us has the below Do's and Don't in front of them when making calls.   Our Quality Assurance team  makes sure that every successful lead passes these specific tests: 
DO'sDON'T's
1. It must be clear from the recording that the senior understood the Purpose of  the Appointment ( depending on the product, it could be: Medicare Coverage Option Review, Medicare Supplement presentation, Comprehensive Insurance Coverage review or other).
1. Never misrepresent the agent as a government (state or federal) employee.
 
2.  In Medicare related calls (Med Supp or MCOR), a caller must get a clear and confident confirmation from the seniors that they are eligible for Medicare Part A and Part B. 
 
2. Never say anything similar to "there is nothing to sign"  or "you don't have to switch from your current plan".
3.  If there are additional filtering questions in the notes (such as carrier filters or Medicaid confirmation or health condition questions), the questions must be asked and correct decision needs to be made by the caller (either continue or quit)
3. You can only say something similar to "this is not a sales appointment.  it's an educational seminar" when setting appointments for Medicare Coverage Options Review.  In all other instances, you cannot say this.
4. Must follow the structure of the script:  introduction, qualifying questions, clear confirmation.4. If someone tells you "I am happy with current situation",  "I am all set", "i don't need more insurance" or something similar - don't pressure them into agreeing to the appointment.
5. Must confirm the date and time for the appointment
5. If someone hangs up on you, don't call back and be insistent on them agreeing - this is considered a prohibited "high pressure" technique. 
6. Must confirm the address of the appointment 
6. While you can say the agent will discuss important changes to the coverage that a senior must be aware of, you cannot say "You must meet with the Agent" or that the agent must visit a senior because it's required.
7. Must be speaking the correct language with the senior depending on the language preferences of the agent
7. Don't rush through the confirmation section without letting the senior give you a clear and calm confirmation of their understanding of the time, date and address of their residence.
8. Don't set appointments in languages other than English (Spanish, Chinese, Russian etc.) even if the senior is comfortable with only those languages unless the agent indicated that bi-lingual appointments are OK in his notes.
 
 
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