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- Quality and Reporting
An Account Manager is assigned to each client as the day-to-day contact for all aspects of their programme. They will discuss each client’s preferred communication format/frequency, which is generally a combination of email, phone, conference call, and face-to-face meetings.
The Account Manager is responsible for overall project management and is particularly focused on driving calling performance, ensuring the quality of the calling campaign and managing the integrity of the data. Telemarketing performance is driven in part through rigorous review of a range of KPIs captured by our bespoke calling platform. These include dial rates, diarised callbacks, DMC rates, literature requests, pipeline conversion and a wide range of other metrics.
By carefully analysing the call metrics available through the reporting platform, the Account Manager aims to identify trends and patterns that allow them to continually modify the campaign approach, delivering on-going performance increases.
The second important area of responsibility for the Account Manager is quality. Account Managers and their Team Leaders listen to live agent calls and call recordings and actively seek feedback from the client. This process is ongoing but naturally more intensive during the early part of an engagement when Account Managers actively seek feedback from the client on call recordings and meet daily with Team Leaders to review the previous day’s activity and create any campaign modifications that may be necessary.
