Frequently Asked Questions

To a certain extent, yes. You will have input into the profile of agent required. We then assign agents from our large team, taking account of your input and to the skills, experience, style and tone that is appropriate for each engagement. We will brief and train a larger pool of agents than is required for each campa

Yes, either just the records we’ve started to nurture on your behalf through calling, or all of the data, subject to the licensing model you’ve chosen.

Yes. We are PCI compliant and we protect sensitive details when taking card payments over the phone via Credit or Debit Card. We can also trigger invoices or capture direct debit details securely. Much of our work involves sales in highly regulated sectors. Our FCA authorisation gives clients assurance that all our pro

Yes, our system allows us to integrate email alongside our calls, sending electronic collateral, brochures, and case studies on your behalf during or after each call to build pipeline or provide written quotations. If you need support for high volume email broad casts, email management or marketing automation, we can f

Yes. Telemarketing is one of the most effective ways to engage busy C-suite contacts who may not be actively searching online or aware of your brand. A live conversation cuts through digital noise, builds rapport and opens doors that email alone often cannot.

Yes. TTMC tailors every campaign to target your specified industries, company sizes, decision-maker types and objectives. We work across a broad range of sectors - including technology, finance, manufacturing, professional services, healthcare and regulated industries. As an FCA-authorised business, we frequently suppo

Yes – we frequently work with our clients’ databases, which might comprise of warm leads, cold prospects or existing customers. Where quality is poor, we can cleanse and enhance your data to ensure it is fit for purpose. Where volumes are insufficient, or we are targeting new sectors, we can source additional data to s

Rarely. Only in exceptional circumstances are callers based at client offices. To do what we do well, it is important that agents work in a dedicated outbound calling environment, working on our bespoke calling platform. We offer full transparency and visibility of performance through regular reviews, shared call recor

Yes and no - depending on the model. TTMC uses structured calls, but our agents do not read rigid scripts. Instead, they follow a flexible framework that covers key points and qualifying questions while allowing natural, engaging conversations that still achieve the required outcomes.

Yes. Although complex setups with deep integration can be more costly, our standard set up fee of £750 covers all of the elements typically required to launch an engagement.

We cover both, with each accounting for around 50% of total revenue. Our outbound work has been primarily in the B2B sector but has always included a subset of B2C work where a more consultative, B2B-type approach, often involving high-value, non-transactional propositions, is required. Our inbound work spans both B2B

Yes, we offer both – see our services page.

We don’t guarantee the number of results for any of our services. Whilst propositions may be similar, many other factors might impact results including the agreed criteria for a lead, brand recognition, target sector, seniority of decision maker, and external factors such as seasonality and competitor activity. We do g

We are always “On Trial”. Our model is different to the rest of the market and has enabled us to support an average client tenure of 66 months (figures from Jun 2023) through ROI and performance, not punitive cancellation terms. We effectively ask for a 210 hour minimum initial commitment (because 10 working days’ noti

Yes. “TTMC Connect”, our online portal, provides access to campaign analytics, quality checked result downloads with call recordings, completed quality assessment forms with call recordings, data downloads and real time MI (Management Information). Prior to campaign launch, clients are given access to TTMC Connect and

Yes, our global reach and breadth of sector coverage means that we commonly call out of core UK hours, including weekends and through the night and early morning on behalf of our clients.

Yes. Call recordings are provided for all results and these can be accessed through TTMC Connect, our online client portal.

Both. TTMC can work with your existing database or source data aligned to your ideal customer profile. We also provide data cleanse and enhancement services to ensure accuracy and completeness. Read more on Data Sourcing

We source data on behalf of many of our clients, when we’re engaged to undertake a telemarketing campaign. As telemarketing is our core business, we do not hold our own data and don’t provide data as a standalone service. In addition, every telemarketing requirement is unique, so we work with different providers that b

We don’t work on a “cost per lead” or “cost per result” basis. We work to an hourly rate as we believe paying per hour produces a better return on investment for our clients. A pay per lead model encourages an agency to focus on short term lead volume only. A pay per hour model fosters a multi-dimensional approach that

Yes. TTMC agents can proactively reach out to new prospects or follow up and qualify inbound leads that have already engaged with your brand.

Telemarketing provides both immediate customer feedback and long-term market intelligence:

TTMC works to an hourly-rate model. This keeps our focus on both quality and quantity rather than booking poorly qualified prospects simply to hit appointment numbers. We prioritise rapport, credibility, needs discovery and tailoring your proposition. We apply strict qualification to ensure appointments “stick” and con

The Telemarketing Company holds the ISO 27001 Information Security Management accreditation. ISO 27001 certifies that a business has a systematic and ongoing approach to managing information security risks that affect the confidentiality, integrity, and availability of company and customer information. This accreditati

We have a formal briefing process and briefing document, which capture client requirements at the start of every engagement. This includes the desired outcomes from the telemarketing activity and a definition of what constitutes a lead or outcome, using BANT (Budget, Authority, Need, and Timeline) or similar qualificat

TTMC’s services are delivered in complete compliance with all relevant UK legislation, including the Data Protection Act, GDPR (General Data Protection Regulation), The Freedom of Information Act and all Ofcom (Office of Communications) and ICO (Information Commissioner's Office) rulings, including strict adherence to

Poor-quality appointments dilute the pipeline and waste time. High-quality appointments require careful preparation and a structured, tailored approach. An effective process includes:

TTMC is an accredited training provider for the ISM (Institute of Sales Management) and MRS (Market Research Society) and has dedicated L&D personnel. All new employees are given a comprehensive programme of induction, an introduction to all policies for the business and information security, and either a full day or t

As a telemarketing agency, we work on our own behalf and on behalf of various clients, contacting existing and prospective B2B and B2C customers using the phone and other channels. As this involves the processing of personally identifiable data, it is vital that we comply with the GDPR, and are committed to the secure

A highly personable, flexible and data-led channel, telemarketing can add value across the sales cycle, integrating seamlessly with digital channels to accelerate sales growth.

We qualify appointments using criteria specified in each brief, often based on BANT:

TTMC guarantees appointment quality through:

Quality starts with the caller; our agents are monitored, trained and coached intensively to ensure the highest standards are maintained and the phonetic alphabet is used as standard to minimise errors. We use a proprietary QA tool, Carbon Quality, which supports customised call scoring frameworks to sample, review and

Experience can be important but we focus more on ability. Nonetheless, our agents have an average age of 36 and an average tenure of three years; management level average tenure is over seven years.

When we work with enterprise clients they often have requirements including extended training, complex system integration, compliance frameworks, legacy platforms and highly involved business processes. For these engagements we’ll design and manage a complete on boarding process, using robust project management and too

Our team is trained in the solution selling methodology using the ISM (Institute of Sales Management) framework and are skilled at uncovering pain points, using open questions and carefully matching relevant benefits to generate demand. The briefing session gives the team insight into your company culture and brand val

It is vital to integrate our calls with other channel activity to deliver the best overall results and ROI. During the briefing phase, we will discuss what other online or offline marketing activities are planned or underway, so our calling can work with and support that activity. This might mean targeting calls to hig

We have an open, collaborative and proactive culture, combined with strong communication and real time visibility of our work for our clients through our brilliant portal, TTMC Connect. We can give access to connect to any stakeholders you nominate in your organisation. We have a tried and tested approach to client onb

Yes, it is. GDPR legislation does allow businesses to cold call but ensures it is done in a responsible way, only where there is a ‘Legitimate interest’ to do so, and where the interests, rights and freedoms of the individual are protected. Under GDPR, organisations are entitled to process personal data to carry out th

If you are looking to get the best return on your acquisition spend, it is critical that the leads you generate are handled appropriately at each stage of the pipeline, according to their areas of interest, their needs and pain points, and their buying stage. Unless you qualify your leads thoroughly you risk wasting yo

Outsourcing to a specialist typically delivers stronger results and higher ROI. A dedicated team provides scalability, flexibility and expertise without the cost or management burden of an in-house function. Benefits include:

Appointment setting supports faster, higher-value, more sustainable growth by enabling deeper engagement with prospects that match your ideal customer profile. Benefits include:

Definitions of what constitutes a ‘sales-ready’ lead will vary across all organisations depending on each proposition and strategy. BANT (Budget, Authority, Need, Timing) is a well-known lead qualification model that outlines four key criteria. Once a lead has moved through the initial marketing stages, it’s down to yo

If you are UK based, all services are payable on standard 30 day terms (unless special credit arrangements are recommended by Experian). All prices are quoted exclusive of VAT. Any set-up charges and data sourcing are invoiced upon execution and calling hours are invoiced at the end of the calendar month in which calli

We have 220 seats across our dedicated telemarketing, research and inbound divisions. We provide engagements as small as one agent through to projects requiring up to 80. The business is in operation up to 23 hours per day 6 days per week. Given our global reach, we need to call out of core UK office hours. As an agile

Telemarketing is a very flexible channel that can generate high value outcomes across the sales process, from qualified leads, appointments, web demos and hot key transfers, right through to full sales. In addition, it allows you to make a human connection with your target prospects, cleanse and enhance your data, and

Each of these attributes help increase sales effectiveness:

We can either work with a database you provide, competitively source data on your behalf or work with a combination of the two. If data quality is an issue, we can use our research services to build out, verify and profile old or incomplete data before telemarketing commences to build a focused and fresh list with opt-

We have a well-established launch process, supported by our bespoke and straightforward brief template, developed through years of experience. This document captures the key information we need to get your programme up and running, including:

Marketing qualified leads have shared more information, exhibited early buying signals and may have hit a pre-defined threshold in terms of their automated score that indicates they are more likely to turn into a sale than an AQL. They may have made multiple website visits, submitted an information request or downloade

Before MQLs are passed to sales, an additional layer of qualification is advisable. Phone qualification can probe further and build levels of insight that can’t be achieved through automation, establishing that leads fully comply with the criteria required to be ‘accepted’ by sales. A real conversation with your prospe

An appointment setting service is a specialised telemarketing function where trained agents engage directly with prospective clients to schedule meetings (phone, virtual or in-person) on your behalf. The goal is to secure a confirmed meeting at an agreed time/date with qualified decision-makers in your target audience.

An AQL is an early stage lead that has scored by your marketing automation platform based on a set of rules associated with prospect behaviours such as website visits, page views, webinar registrations or contact form submissions. Scores may be weighted to reflect differing levels of engagement. For example, greater we

A sales-qualified lead is one that has met the qualification criteria and is deemed ‘sales-ready’. Your sales team’s efforts are strategically targeted at priority prospects with the benefit of high value insight gathered during the phone qualification process. Armed with this additional insight, they can provide a tai

Appointment setting is a specific form of lead generation focused on achieving a defined, high-value outcome: a confirmed meeting with a qualified decision-maker. A “lead” is broader and may include prospects at any stage of intent, from someone downloading a whitepaper out of curiosity to someone with an active need,

These terms are often used interchangeably. However, we feel that the terms do have different meanings. Generally, “Telemarketing” creates, qualifies and nurtures demand for a product or service, creating leads and/or appointments for your sales team to close. “Telesales” is directly selling a simple product or service

We deliver a mixture of “one off” projects, short term campaigns and long term engagements lasting over a decade. For any lead generation or demand generation work, we have a minimum engagement of 210 hours, or 6 weeks, based on a 35 hour week. We do not believe it is possible to deliver true ROI in a shorter period. I

We provide our full range of services in 25+ languages, using in-house native speakers, covering EMEA, APAC and Rest of the World audiences. We work regularly and successfully calling in all of the core EMEA languages, but we also cover languages like Arabic, Mandarin and Japanese.

GDPR regulations set out six lawful bases under which a business can use personal data legally as part of their business activities. At least one of these must apply whenever you process personal data. The lawful basis we use for this processing is "Legitimate Interest" in accordance with recital 47 of the GDPR. The IC

As part of our best practice framework and GDPR compliance, we have processes in place to avoid any negative impact on call recipients including:

We are not a sector specialist; we specialise in our channel, voice contact. We can prove that our approach, systems and people can be applied to any vertical sector, no matter how complex, demanding or sensitive it may be. A lot of our work is in IT, Fintech and Financial services but our range is broad and spans Manu

Once the briefing template is complete, we schedule a two-hour session, during which you meet your calling team and train them on your brand and proposition. The completed brief should arrive at least 3 days in advance and provides the structure and content for the session. We recommend a face-to-face meeting at our of

We are based in Brighton, on the South Coast of England, approximately 30 minutes from London Gatwick Airport. All our calling is done from our UK offices and no work is outsourced. We have a large pool of native foreign language speakers so we’re well placed to deliver multilingual calling across EMEA, APAC and Rest o

The data we process is obtained from several sources. These include information requests via our website or other channels, our clients, GDPR compliant data providers and online resources in the public domain.

Telemarketing can be applied across any stage of the customer journey moving leads from awareness through to intent, helping drive sales growth. It is particularly valuable in increasing ROI from digital channels by qualifying leads from inbound channels and closing the gap between early-stage leads and sales-ready opp

All data is securely stored and processed within the EU. As Data processor, we undertake to keep all personal data confidential and secure when performing any processing activity. We guarantee compliance with adequate technical and organisational security measures necessary to properly protect and secure the personal d

Telemarketing can deliver results across a wide range of propositions from high-volume transactional offers to more complex, higher-value solutions. While it can handle scale, telemarketing is particularly effective in delivering strong ROI where a product or service requires understanding, persuasion, and trust. This

Personally identifiable data is never shared with any third party other than the client we are working on behalf of. We never resell or share this data to any other party other than in the circumstances below:

If we source data on your behalf, the data will be licensed to you, not us. Data is licensed according to the requirements of each engagement. For example, for a small telemarketing only project, the license may be short-term or single use, for that channel only. If the campaign involves multiple channels for an extend

We combine proprietary systems, real-time reporting, regulated governance and an experienced salaried workforce. As voice specialists, we design live engagement programmes that are measurable, transparent and scalable. Where needed, we integrate with client CRM platforms and digital channels, collaborating with trusted partners to support cross-channel strategies.

Outsourced telemarketing gives you immediate access to specialist capability without the cost and complexity of building it in-house. Rather than recruiting, training and managing a team internally, you benefit from experienced agents, proven processes and established infrastructure from the outset.

Telemarketing remains one of the most effective ways to engage prospects, uncover opportunities, and turn interest into meaningful business conversations.

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 overa

Every campaign has a dedicated Account Manager with over seven years’ experience, managing no more than 8 to 10 staff and assigned to just a few clients. The Account Manager is responsible for proactively managing the programme, driving calling performance, ensuring the quality of the calling campaign and managing the