Telemarketing FAQs

Why use ETS's telemarketing services?

EBSCO TeleServices is a well-established, specialist B2B and B2C telemarketing company that employs a proven and consistent approach to audience development, requalification, new name acquisition and lead generation to help you meet goals on time and within budget. We recognize achieving quality results and qualified lead generation requires a combination of targeted scripting, knowledgeable agents and a practiced management team - that's why our experience in all of these fields sets us apart from other telemarketing companies.

We've worked with telemarketing before. How are you different?

Most of our clients have used telemarketing services in the past and tell us that the key differences between ETS and other telemarketing companies are the combination of results, price, service and communication. For the last 30 years our clients have appreciated our ability to deliver results in an open and accountable way. Our in-depth knowledge of BPA rules and guidelines ensure we always have your best interest at heart and we will always make strategic recommendations on how to maximize your budget dollars while guaranteeing your audit results.

We use our intense training program to provide sector expertise to each campaign we conduct, and our quality control procedures ensure only qualified results are delivered. We don't stop there – we record ALL calls on every campaign. This provides you with the quality assurance on each call as well as insight as to why your prospects choose not to receive your publication.

Lastly, under the EBSCO umbrella, we work strategically with our sister companies, including Hallmark Data Systems, EBSCO Information Systems and EBSCO Publishing to stay abreast of industry needs and changes.

How much do you charge?

As a long-established telemarketing service, ETS firmly believes in managing budgets by charging on a cost-per-complete basis. This is determined by overall list performance. However, for all first-time campaigns, we will match your current price point to ensure a no-risk opportunity to assess our services. Our pay-for-performance model allows you to effectively manage your budget dollars.

What do you charge for set-up?

ETS does not charge for set-up. Our inclusive pricing includes consultative time, script design and approval, list strategy and training.

Who does my calling?

All EBSCO TeleServices TSRs are based in our four offices in Ohio. With an average tenure of 18 to 24 months, our agents are trained in scripted telemarketing techniques and industry segment expertise, which enables them to credibly engage with decision makers. All calls are conducted in the US, and we will never outsource your data.

What reports do you provide?

We provide daily reports customized for each client that detail all of the information that's important to you including:

Call dispositions
Number of completes
Conversion Percentages
Bad Number Percentages
Reasons for Refusal

All calls are recorded for quality assurance, ensuring that you have complete peace of mind throughout.

How long does it take to start a telemarketing campaign?

ETS can get a new campaign started within 48 hours of final sign-off on the script and list.

All of our campaigns are unique and tailored to your needs. We usually recommend a 1 - 2 week process, which begins from the agreement of the campaign. During this process, we start the TSR training and set-up to eventually start calling and transfer your campaign information to a live database.

Can you help with inbound telemarketing calls?

Yes. ETS's contact center software allows us to better integrate your inbound and outbound telemarketing campaigns.

How do we get started?

We appreciate the opportunity to earn your business and to provide excellent outbound call center services. Simply email or call one of our Business Managers and we'll schedule a time to discuss your campaign, goals, budget and the strategy that we will utilize to complete your project. Then, we'll send you our project summary report. This report will outline your campaign requirements, timeline and agreed price point to ensure all parties understand the campaign objectives.

Do you do any offshore calling?

No. ETS conducts all campaigns from one of our four centers based in Ohio, and you are always welcome to visit the team. We believe we can offer the same results and pricing as off-shore firms while ensuring your audience is serviced by US agents with accent-neutral calls.

Does ETS provide access to call monitoring?

Yes. ETS uses a dedicated server system to archive calls as .WAV files. In fact, we not only record the completed calls – we record ALL calls. This gives you the opportunity to listen to the reasons why a prospect chooses NOT to subscribe to your publication. Your account manager can upload these recordings to a secure FTP site for you to hear. ETS also provides live monitoring and on-site monitoring with our agents.

Does ETS write scripts?

Yes. We will consult with you to determine your overall audience development strategy to save you money on each campaign. Your account manager will work with you and your fulfillment house to provide solutions and customized scripting guaranteed to maximize results. All scripting is BPA approved prior to starting a campaign.

In fact, this customized approach could mean multiple scripts for each campaign, and gives us the opportunity to deliver the highest conversions possible. With free consultation, our ETS scripting process involves developing the best script for each of your targets.

What other services does ETS provide?

ETS offers many custom solutions to your business needs, including:

On-site consulting
List appends
Lead generation
Database cleansing
Market research

Why am I receiving calls from EBSCO TeleServices?

We are working on behalf of a company upon which you have an existing business relationship. For more information about why our calls are permitted, please visit the National Do Not Call Registry (https://www.donotcall.gov/).

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