Telemarketing

Descriptions

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 RaisingThe 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 GenerationIn 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-UpData 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 ProfileThe 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 performanceThe successful deliverer will be required to provide the following services:Calls to key decision makers from data provided by Serco Regional Services Ltd-Business eligibility check undertaken and records updated accordinglyEach conversation which results in a referral to business support must include:-Core data check to be undertaken and records updated accordingly-Contact name and email address-Company name-Telephone numbers-Full postal address-Status of the company (pre-start, active, ceased or dormant)-Legal status of the company (Sole trader, Partnership, Limited Liability Partnership, Limited, etc.)-Office type i.e. head office, branch, subsidiary, only site-Number of employees-Marketing opt in yes/no-Email opt-in-Detailed notes of conversations with the business to be made in accurate and concise format-Appointment times to be booked for eligible businesses-Data will be provided in Microsoft excel to the successful deliverer, it will be required that this data is checked for TPS registrationAccess will be granted to the Business Wales Office 365 account to allow the scheduling of business advisor appointmentsOverall contract valueSerco will contract with the successful Tenderer and it is anticipated that the contract will be awarded for the period March 2021 to 30 June 2022 subject to regular performance reviews.The indicative budget for the delivery of the content in this specification will be GBP 34,700 (plus VAT), subject to the uptake of the Service and available funding.The initial contract may be extended subject to successful performance, availability of funding and on basis that it will not infringe Serco Procurement requirementsThis activity is funded by the European Regional Development Fund through the Welsh Government.NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=108137.